Customer call centres have been the forefront of customer service. For customers it is imperative that they choose companies that are offering impressive customer care and service. The reason is quite simple. These customers now have ample alternatives when it comes to products and services. One major chunk of their decision making rests on the fact that they get perfect customer service if they get bad products and services.
Companies are also now competing with others in an aggressive market. As stated above, companies that do not have proper customer service lose in the race to retain customers. But rising costs and high maintenance of customer centres also dent their pockets. This makes it imperative that they rely on outsourcing call centres.
Outsourcing has allowed companies to rely on third party vendors to run their operations. With economies like India, China and Thailand, companies have been able to outsource certain parts of its operations to reduce their overheads. For that reason outsourcing contact centres has been a lucrative deal for many companies that do not want to lose out on having no customer service for their customers.
There are various benefits and cons associated with outsourcing contact centres.
Let’s take a look into the benefits first. The foremost reason why you should start outsourcing contact centres is the cost. When companies outsource their call centres, they are able to save numerous costs associated with them like hiring employees, infrastructure costs etc.
Secondly when you outsource you are also sharing the risk. You will be assigning the call centre duties to a third party vendor that is a specialist in the field. You can enjoy perfect peace of mind as the vendor will be looking after the disgruntled customers and ensure that they do not turn away.
There are certain cons involved as well when it comes to outsourcing your call centres. Most experts agree that companies are letting their corporate data that needs to remain confidential to the vendors. This means that your competitors can find out about your company’s future plans through your vendors.
Another con that has been identified is that third party management of your customer service leads to good results but not ideal one. The reason is that third party vendors are not focused on serving your customers but serving the interest of your company. They may also be handling not one but many companies and their contact centres. This means they may lack the focus that you need from them in the long run.
Outsourcing call centres are a good policy if your company does not want to lose their customers. However you should remember the customers don’t like it when they talk to someone outside their country. The reason is that they think customer service to the company is an unnecessary thing that can be handled by someone else. But if you are able to find a good vendor for outsourcing call centres you can ensure your customers get the help they want from professionals.
