Last week we discussed the merits of outsourcing your IT help desk. Your company can maximize profits while improving service rendered to your employees and customers. You may be looking at outsourcing your call center to an offshore location. While you might reap some of the benefits, offshoring your call center has its own set of cons that you need to be aware of. These are mainly concerned with a general decrease in customer satisfaction.
Language and Cultural Barriers
One of the ways your reputation for excellent customer service may suffer is through a natural problem in offshoring – the language and cultural barriers inherent in using foreign-based workers. Misunderstandings are easier and more aggravating when dealing with a foreign call center employee. They may be using their second language and unfamiliar with American cultural norms. Customers will then perceive your business to have a lower standard of customer service.
Quality Control is More Difficult
Your efforts at monitoring quality assurance may be harder when your call center is based in a foreign country. This makes setting policies aimed at increasing customer satisfaction more difficult than using a domestically based call center.
The foreign agents working your call center may not be subject to same level of background checks that US based agents would. If your call center agents need to deal with sensitive or private information, it would be more reasonable to go with the added security that a US based call center provides.
Extra Fees and Costs
At first glance, it may appear to be less expensive to go with an offshore call center. However, there are many hidden costs that often go overlooked when that decision is made. Unforeseen legal problems may make it necessary to hire a lawyer who specializes in international law. Your bottom line may also be negatively impacted by the loss of customers due to substandard customer service. The subsequent cost of bringing back these lost customers may be unappealing to your business.
TeleRep – An American Company
At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel underappreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.
Learn about TeleRep and our overall live operator services today. We want to help your business excel.
You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page!