Call center service outsourcing has both disadvantages and advantages. It is necessary to know the disadvantages prior availing the service so that you can reap the maximum benefit from it.
Equipments, gadgets and appliances rule the market in today’s high tech world. When you are using some gadget for your everyday living, it is quite likely that you will have certain technical issues and concerns regarding it. When you are into trouble, you definitely contact the customer care service providers for clarifying certain issues or resolving the problems you are facing with the gadget. Call center tech support can effectively help you in dealing with the problem.
However, at times it becomes difficult for the tech support call center professional to understand and resolve your problem. Why? It is because of the location of the caller. The calling executive is situated at a far distance, hundreds of miles away from the customer. Hence, the conversation with the customer service personnel becomes very important.
When the customers take the assistance of a caller center, it is desirable that the service provider is located in the same place as the customer. So, a recent trend of shifting to outsourcing customer service has emerged from the traditional practice of inbound customer support. The main aim of this outsourcing is to offer customers efficient and quality service at affordable rate.
When the customer care service provider is situated in your town, you can considerably reduce the cost of calling and service. If you think that the decision of outsourcing the customer service is a simple one, you are totally wrong. This decision can affect the dignity and image of an organization. The customer service is the sole connection between a company and the customers at times of issues, concerns and problems.
Customer Service Outsourcing – Its Disadvantages
While outsourcing the service, the company may lose the connection with the customers, especially when the service provider is the capable enough in addressing the problems of the customers. If the call center professionals cannot provide a satisfactory solution to the customers, the entire business can get affected. Business can even fail, if the customers are dissatisfied.
Language barrier or poor connection between the customers and the company can be the cause of the drawback of the outsourcing customer support. Although the professionals are trained with the requisite skills, yet language can still be an issue for the calling agents. In call centers where services are outsourced, language can be a barrier. Customer care professionals might be incapable of relating to the customers and as a result, customers feel alienated and disappointed.
Security is another major concern of outsourcing call center tech support or call center support in general. When outsourcing the services, sensitive information like customer’s profile, financial report and other like information should be handled with care. Considerable precautions have to be taken while outsourcing the information to the call center service providers.
Despite these disadvantages, customer service outsourcing also has certain advantages which when handled properly can result in rapid development and growth of the business. Fast delivery of service, better turnarounds and reduced costs are some of the benefits that outsourcing of the call center service can bring for a company.