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Common Misconceptions about Customer Service Outsourcing

by: Sarah Joson

Thursday, December 19, 2013 |

Outsourcing quickly rose to fame when developed countries became affected by the 2008 recession. It is the go-to business tool that was used to reduce costs and bring back a sense of normalcy in the global economic equilibrium. The thing about outsourcing is it accumulated detractors and negative undertone as much as it gained respect and quite a following.

Common misconceptions about customer service outsourcing

RealBusiness.co.uk sets the facts straight by exposing the truth about the common misconceptions on the highly commoditized delivery model - customer service outsourcing.

Language dissimilarity raises a red flag.
One of the longstanding issues is the need of organizations to have a candidate who has good command of the English language. Apart from the dissimilarity in accents and unclear phone lines, customer service representatives are perceived to be indifferent from various terminologies that are usually culturally driven.  

However, standards have changed over the years.
Basic English-speaking skills may no longer suffice for Australian, Canadian, and British companies as majority of them require agents to at least mimic/understand the accent and know the common slang to come up with a substantial conversation.

Quality of output is sacrificed.
During its first few years, the primary driver for businesses was to reduce operational and labor costs. They were able to achieve that but the quality of work and output was compromised in the end. Today, even if cost reduction remains at the sidelines of business goals, executives are looking beyond cost savings and are focusing on enhancing the quality of customer service. Another factor that is now influencing the decision makers of businesses is the need to access resources such as skilled workforce.

Training will be such a hassle. The agents employed by the call center services provider may have all the basic skills in check, but they would need to have an in-depth understanding of their clients’ business in order to deliver properly. Because of this, companies immediately think that they would be spending more on training than the operation itself.

But business owners need to realize that they only need to reinforce their training process - one that can be integrated swiftly and effectively to produce qualified agents.

Loss of management and control. Since most customer service outsourcing operations are done remotely, business owners are not sure how they will manage, control, and resolve issues if they are in a different time zone. There are now ways to monitor operations in real-time or as needed.

Clients and providers can agree on a certain schedule for video conferences or even web chats to keep each other updated.
Initial investment is costly.
Organizations are usually taken aback by the large set-up fees established by the providers. But with the rise of cloud technology and scalable workforce, businesses can now customize their customer service outsourcing operation according to the needs of their organization.

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