Outsourcing Customer Service
The decision to outsource customer service is often based on a cost-analysis showing overseas operations costing less. However moving a call center overseas means training workers to treat your customers as you would like, overcoming natural cultural barriers, instilling in outsourced workers a pride in customer service for your company and its … Keep Reading → products, and solving all the technical problems in setting an overseas call center. Additionally it means convincing your customers through effective communication that outsourcing customer service is a means to provide better customer service. Many customers resent dealing with an outsourced call center and feel the company is being cheap and not concerned about their service or technical issues. Many customers also report frustration since they have difficulties communicating with overseas service center employees and feel that they cannot get an adequate answer to their technical questions. After experimenting with outsourced customer service centers, several US companies have brought their customer service back in-house because of complaints from customers and basic business problems. Explore the benefits and challenges to outsourcing a customer service center in this Hub.
