Call Center Outsourcing Service - Pros and Cons

Many mediums to large sized businesses are shifting towards outsourcing customer service operations. As a result, many call centers are known as 'customer care centers' 'contact centers' or 'service bureaus'. Due to the increasing popularity of customer services, call centers are becoming huge business enterprises in themselves. Typically, the call center works 24/7, with employees coming in shifts to carry out their designated duties.

In the West though, there is a raging controversy about the benefits and drawbacks of outsourcing work. So, what are the pros and cons of call center outsourcing service?

Pros:

• Availability: Businesses with a global presence are required to provide round the clock service to their customers. For the average business owner, matching business hours with clients located in different parts of the globe is a challenge. Round the clock availability is often vital to customer allegiance. By employing for customer service, it becomes possible for the business to offer immediate service to customers, any time of the day and night.
• Time: When a business makes use of call center outsourcing service, it frees up precious resources for more useful activities like developing core competency or sales and so on. Thus, the company can dedicate its trained resources to business developmental activities.
• Cost: One of the most important reasons for the development of call center outsourcing service is the cost savings. If a company were to employ their own trained personnel for the job, they would have to invest in new equipment or scheduled upgrades in equipment over and above the cost of hiring, training and retaining employees. If round the clock service is required, the cost may go up even more. On the other hand, customer services are much more affordable as the outsourcing partner generally charges competitive rates for the same.

Cons:

• Communication problems: One of the main concerns that some companies have when outsourcing work is the problem of communication. Serious problems could arise if terms of service are not laid down properly and if requirements are not laid down accurately at the time of engagement.
• Security: Reputed outsourcing partners generally employ powerful information security tools to encode data and thus prevent the theft of data. That said, data transfer could never be 100% foolproof. That is why it is vital that you shop around for an outsourcing company that has established credentials in the market.
• Regulations: Since most companies employ offshore outsourcing, laws and regulations pertaining to these may vary from country to country. Terms of service may be subject to regulations and policies, and these need to be considered carefully.

As you can see, the cons of outsourcing may largely be avoided by working with a reputed company.
 
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