Many companies outsource customer support to a call centre to save time and allow employees to focus on things other than answering phones. Call centre services provide skilled operators that manage your incoming calls according to a script or rules you provide. Other services provided by call centres include order management, complaints, technical assistance, and outbound calls.
Some firms opt for a call centre service provider from outside the country to save money. While international call centres are often less expensive than domestic call centres, there are certain important factors to consider when deciding whether to work with an international contact centre.
What is the definition of an offshore call centre?
Many consumers are aware that corporations frequently outsource customer service management to offshore contact centres. The most common nations where offshore call centres are located are India and the Philippines. Because labour expenses in these nations are substantially cheaper than in the United States, overseas call centres often offer reduced prices.
The benefits and drawbacks of using an overseas call centre include:
These are some of the ways that using an offshore call centre might help your company:
Lower wage costs: The biggest reason firms outsource customer support to offshore contact centres is that many other countries pay their employees less than the United States. As a result, hiring an offshore call centre might be much less expensive than developing an in-house customer service department.
Lower technology costs: Implementing and managing technology such as customer relationship management (CRM) software can be part of in-house customer service. These technical expenditures are eliminated when customer support is outsourced to an overseas call centre.
More customer service options: In an ideal world, your customer service line would be open 24/7. In reality, your crew is most likely working the traditional 9 to 5 weekday schedule, which is often all that small firms can afford. However, because of the low costs of offshore call centres, 24/7 customer support is now a possibility.
These are some of the drawbacks of using an offshore call centre:
Lack of command: The geographical distance that comes with foreign outsourcing might make it more difficult to keep track of your activities. You probably won’t be able to visit an overseas call centre in person to observe the staff in action and debate modifications.
Fewer regulations: Offshore contact centres are not required to follow the strict security measures set forth by US law. As a result, hiring overseas call centres may increase the risk of a data breach.
Language and cultural barriers: Customers may be dissatisfied if they speak with an international representative who is difficult to communicate with. This is something we’ll talk about later.
Before outsourcing customer support to an offshore call centre, think about the following:
It’s critical to evaluate a variety of aspects when choosing a customer service management partner, whether local, nearshore, or offshore. While money is important, there is a lot more to consider when deciding whether or not to outsource your customer support. After all, you’re entrusting your partner with the image of your company and the satisfaction of your consumers, two of your most precious assets.
With an international call centre, your customers will almost certainly face a language barrier at some point. This is not only inconvenient for customers (many of whom are already phoning to report an issue), but it can also reflect poorly on your brand. Consumers frequently assume that outsourcing call centre operations to an overseas service provider reflects a refusal to invest in domestic customer support employees. If you’re considering partnering with an overseas call centre, make sure you evaluate their service first.
Consumers frequently assume that outsourcing call centre operations to an overseas service provider reflects a refusal to invest in domestic customer support employees. If you’re considering partnering with an overseas call centre, make sure you evaluate their service first.
Even when language limitations aren’t an issue, cultural differences can prevent customers from engaging with you.
Consider where there can be disconnects between agents and customers when outsourcing your customer support operations to an offshore call centre. In some circumstances, social conventions may collide.
The ultimate bottom line of outsourcing your customer service is how well it complements the experiences of your customers. The return on investment will not be worthwhile if a call centre provider offers you the lowest rate but agitates clients and damages your brand.
Look over the list of companies that the call centre works with before making a decision. This will assist you in determining whether or not the call centre is a good fit for your company. For instance, if the call centre mostly serves huge corporations and you’re a recently funded startup, that supplier is unlikely to be a good fit.
Your customers should be your highest priority, not your budget!
Customer service departments’ primary goal is to guarantee that your customers are well-cared for and satisfied. A happy consumer will come back and tell their friends and family about you. A dissatisfied consumer is unlikely to return, frequently without making a complaint or providing an explanation.