What are the Pros and Cons of Outsourcing Customer Service?

Customer outsourcing centers are the new trend. Outsourcing customer centers is all about doing “your best” to fulfill the customer service needs of your clients and leave them with a positive memorable experience transacting with you. Call center outsourcing is the strategic business decision to make use of a 3rd party organization, usually a business process outsourcing company (BPO), to manage your call center and customer service operations. Customers are the reason for the existence of business; customer care and customer service should be the most critical part of any business, and it is crucial to handle it with the right kind of professionalism and a dedicated approach. However, outsourcing customer care can be expensive and be at the detriment of a small business, making it relevant to know the pros and cons of a customer outsourcing center.

 

PROS AND CONS OF OUTSOURCING CUSTOMER SERVICE

PROS

  1. Increased Coverage

Outsourcing customer service to a reliable and effective BPO company extends your target audience wider than your competitors. Outsourcing allows you to “outservice” your competitors by offering extended 24/7 customer care, an “after-hour” customer service, and weekend support. Not only will this increase your customer base but it will build up a credible reputation with your stakeholders.

 

  1. No staffing issues

BPO companies typically handle all of the hiring, training, scheduling, and managing of a team of call center agents. This will save your company cost and time of recruiting, training and managing staff. BPO companies like AnexaBPO have exquisite, professional and highly trained call center agents to assist businesses with premium customer service.

 

  1. More Language Options

Language is usually a barrier for international businesses or multinational companies. Luckily, AnexaBPO is here to breach this gap. Businesses that outsource their customer service can broaden their customer base by adding more language options than just English. This is a perk that business owners will not have to manage. Just create awareness about the additional languages your business offers.

 

  1. Saves Money

Outsourcing customer service is a less expensive alternative to hiring full-time customer service staff. Companies don’t have to worry about the cost of recruiting staff, training them, managing them and paying them overtime during busy seasons. A customer service outsourcer or contact center offers the latest technology and a pool of resources that companies might have spent a fortune to invest in.

 

CONS

  1. Lack of company knowledge and strategy

Some BPOs or customer service providers are often unfamiliar with company culture, practices and values. Traditional BPO companies may not consider your company’s central strategy and brand when handling requests. An outsourcer must be a strategic partner and not your worst nightmare.

 

  1. Less Control

Outsourcing to a BPO company means you are handing over the substantial part of customer service to a 3rd party. This reduces the control you have over the support team and you can’t directly manage the support team.

 

  1. Quality Assurance not guaranteed

When outsourcing customer service to a 3rd party, you are putting vital business functions in the hands of strangers. It could be difficult to monitor for quality assurance and put policies in place to help increase customer satisfaction.

It is obvious that the pros of outsourcing customer care outweigh the cons. AnexaBPO offers the best customer service specialists and it is more cost-effective than in-house operations. AnexaBPO offers quality customer services without jeopardizing a client’s brand or business strategy.