Learn the basics of outsourcing a call center business to a foreign country. Discover the pros, cons, and most important tips for handling inbound call centers that are outsourced across borders.
You might be an entrepreneur or a well-established business owner in your sector, and now you want to expand your customer support services.
What would you do? You will outsource a call center to provide support for your customers. But is it that easy?
Outsourcing your call center to an international company can indeed be a challenging task to assign.
Outsourcing for International Call Center Business
Before you trust an international agency for your operations, you must assess the cost & benefits related to it.
It would be best if you also raised various questions to your potential service provider to help you understand what you want and what the latter offers.
The information mentioned below can help you choose the right outsourcing partner for your business:
Related: 3 Ways Automating Your Call Center Can Increase Customer Satisfaction
Profits of Call Center Outsourcing
#1. Lower cost
Various call center outsourcing firms handle their professionals, infrastructure, calling, and management workforces.
In addition, these outsourcing companies hire agents from countries with much lower operational and associated costs. As a result, money saved here is often converted into lower prices for their customers.
So, the cost of outsourcing an offshore call center is usually less than what you would spend to manage an in-house call center.
Read: Call Center Investment: 8 Factors To Keep in Mind Before Investing
#2. 24/7 service for a fraction of the price and resources
Handling a 24/7 call center team might be exciting, but doing so with your in-house professionals may terrify you.
As a business owner, outsourcing your reputed call center to an international company may be a win-win for you.
You can offer round-the-clock service to your customers and save the cost and effort you would put into handling 24-hour in-house call center professionals.
#3. A multilingual team at a lower cost
Since businesses worldwide are extending their reach to different countries and continents, having a culturally diverse customer base is possible.
Even so, you may have a customer base that is segmented based on language. In this scenario, maintaining an in-house call center is expensive.
By outsourcing a call center, you can leverage the adequate supply of experienced and trained professionals who are fluent in the native dialect of your clientele for an affordable price.
#4. Focus on the core activities of your business
Outsourcing your customer support service to a renowned and efficient outsourcing company offshore offers you the time and space to focus entirely on your core business activities, such as marketing, finance, sales, IT, etc.
The disadvantages of outsourcing a call center
#1. Language & communication limitations
One of the most prominent barriers to outsourcing an offshore call center is communication limitations such as accents, unclear pronunciations, and straightforward language.
Unfortunately, these shortcomings do affect the service quality. A 2008 report by the CFI group explained that when customer service professionals converse softly and clearly, they resort to customer issues 88% of the time.
This vast difference has a significant impact on service quality.
#2. Cultural mismatch
Calling a local number and connecting with an overseas agent can be frustrating for customers based in the US.
A study suggested that callers are much happier when interacting with an agent who sounds like they belong to their country. Unfortunately, this also puts a tremendous blow on service quality.
#3. Reduced customer satisfaction
It has been found that many callers had to talk with more than one professional to resolve their issues.
A steep fall in first-call resolution can enhance service quality and customer experience.
#4. lessor has no control over business operations
As tempting as it seems to outsource your business to a third party in a set-it-and-forget-it manner, you may lose or sacrifice more than you think.
Abandoning total control over any business unit can diminish more significant ones affecting customer satisfaction, service quality, efficiency, and your business objectives.
Read: 5 Actions Outsourcing Companies Must Take
#5. Hiked costs
Even though outsourcing a call center may seem cost-effective, hidden costs involved in various activities can change everything.
Costs related to legal issues from stringent federal regulations, security breaches, lousy customer service, employing an international lawyer, and client retention can all have a huge impact.
few questions need to be raised
- How do you employ and train your agents?
- What are the age, education, language fluency, experience, and allied demographics of your call center professionals??
- How many professionals will be allocated to answer my customer calls?
- How do you route calls to agents? Do you have IVR?
- What is your employee’s TAT?
- Will the terms of our contract be affected by any legal issues?
Who may ask many other questions depending on your business objectives and goals to outsource customer support service?
Follow the tips mentioned above, and we are sure your business will reach new heights as far as customer satisfaction is concerned. Leave your comments below if we have missed something. Good Luck!
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