Customer Service Outsourcing
When companies outsource call centers there are some important points to consider
Many organizations, big or small consider outsourcing their customer service operations at some point. This is usually the result of a cost cutting exercise rather than a drive to improve the customer experience. It is thought outsourcing can save over 500% on staffing costs.
Another reason to move a call center could be that an organization has outgrown its capacity to handle the volume of calls.
When outsourcing involves a move overseas, it is called offshoaring. Countries such as India and the Philippines are able to provide high quality inbound customer services.
Call center agents usually undergo English language training and even
tanning in cultural differences.
Important success factors in customer service outsourcing:
- A good relationship with vendor
- Accurate transfer of customer information
- Robust IT and communications systems
- Well trained staff and language expertise
- Thorough understanding of customer culture
The bottom line is that it is possible to provide excellent customer support as long as great care is taken when selecting a suitable outsourcing vendor.