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 centre to avail support service for your customer. But is it that easy?
Outsourcing your call centre to an international company can indeed be a challenging task to assign.
Before you trust an international agency for your operations, you must assess the cost & benefits related to it.
Outsourcing for International Call Center Business
Along with this, you should also raise various questions to your potential service provider that can help you understand what you want and what the latter is offering.
Mentioned below information can help you in choosing the right outsourcing partner for your business:
Profits of Outsourcing a Call Center
#1. Lower cost
Various call centre outsourcing firms handle their professionals, infrastructure, calling and management workforce.
In addition, these outsourcing companies hire agents from countries where the operational and associated costs are much lower. As a result, money saved here are often converted into lesser costs for their customers.
So, the cost related to outsourcing an offshore call centre is usually less than what you would spend to manage an in-house call centre.
#2. 24/7 service for a fraction of the price and resources
You might think that handling a 24/7 call centre team would be exciting, but doing so with your in-house professionals may terrify you.
As a business owner, outsourcing your reputed call centre international company may be a win-win for you.
Not only you can offer round the clock service to your customers, but, also save the cost and effort that you would put in handling 24/ in-house call centre professionals.
#3. The multilingual team at a lower cost
Since businesses worldwide are now extending their reach to different countries and continents, having a culturally diverse customer base is entirely possible.
Even you may be having a customer base that is segmented based on language. In this scenario, maintaining an in-house call centre can be pretty costly.
By outsourcing a call centre, you get to 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 core activities of your business
When you outsource your customer support service to a renowned and efficient outsourcing company offshore, it offers you the time and space to focus entirely on your core business activities such as marketing, finance, sales, IT or so on.
The disadvantage of outsourcing a call centre
#1. Language & communication limitation
One of the most prominent barriers to outsourcing an offshore call centre is communication limitations such as accents, unclear pronunciations, and frank 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 is a vast difference having 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 that sounded like they belonged to their country. Unfortunately, this also puts a tremendous blow on service quality.
#3. Reduced customer satisfaction
It has been found that a handsome amount of callers had to talk with more than one professional to resolve their issue.
A steep fall in first call resolution can enhance the 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 be losing or sacrificing 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 objective.
#5. Hiked costs
Even though outsourcing a call centre may seem cost-effective, hidden costs involved in various activities can change everything.
Costs that are related to legal issues from stringent federal regulations, security breaches, lousy customer service, employing an international lawyer, and client-retention can all have a humungous impact altogether.
Few questions 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 centre professionals??
- How many professionals will be allocated to answering my customer calls?
- How do you route calls to agents? Do you have IVR?
- What are your employees 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 the customer support service?
Follow the tips mentioned above, and we are sure that your business will see heights as far as customer satisfaction is concerned. Leave your comments in the section below if you think we have missed something. Good Luck!
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