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.
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.