At the present time, the significance of call centre outsourcing has increased more than ever. It is so because outsourcing is the key that can unlock the door of success. By means of outsourcing, global companies are currently enjoying seamless growth.
However, companies which are new entrants in the business world always have confusion about whether they should outsource call centre services or not. On the flip side, established enterprises don’t think too much when it comes to outsourcing because they know having a reputed vendor is important to simultaneously handle both core and non-core business functions in a proper manner.
As we know, nothing is perfect in this imperfect world, so there is a possibility outsourcing has both pros and cons. Today, we will lift the curtain on the advantages and disadvantages of outsourcing call centre services. So, let’s get started:
Seamless handling of customer service queries
The major benefit of outsourcing call centre services is you don’t have to worry about incoming customer service queries anymore. This is so because specialised call centre service providers handle customer service operations in a way that ensures high CSAT score.
Generally, companies struggle while running the customer service department because they don’t possess relevant experience and the leading edge technology. On the flip side, outsourcing companies have always been known for their resources, which help to deliver top-notch services.
24/7 availability for a fraction of the price
At the present time, being available 24/7 is very important for businesses because customers can make contact at any time for help. However, being 24/7 ready to handle support requests isn’t easy as you have to invest a big chunk of money for the same.
This is where the prominence of specialised call centre service providers increases, as they make you more available for customers. In simple, businesses can offer 24/7 availability without spending too much if they decide to outsource call centre services.
Lesser control over noncore business functions
Well, when you outsource call centre services, you are likely to lose control over noncore business functions as your outsourcing partner will call the shots instead of you. This obviously sounds like a demerit of outsourcing call centre services.
However, it isn’t truly a disadvantage because if your outsourcing partner will take all the crucial decisions that satisfy SLAs (service level agreements), this will only be beneficial.
Actually, all that matters is whether the CSAT score is in a healthy state or not. So, businesses shouldn’t have any problem with their outsourcing partners as long as customer needs are being catered properly.
The most cited demerit of outsourcing call centre services is ‘Hidden costs.’
Evidently, not all call centre service providers ask additional money after being involved in a contract with clients. But there are some vendors in the market, which bait companies by offering cheaper call centre services. After being partnered, they ask extra money in the name of rendering services after business hours.
Therefore, choosing the right outsourcing partner is extremely important. Want some tips? Well, go through the internet and check reviews, ask your friends in a business circle before joining forces with any vendor, talk about the pricing with the potential outsourcing partner thoroughly, etc.
In this modern era where playing all cards right is crucial for businesses, call centre outsourcing seems like a perfect move to keep competitors far behind in the race of achieving the number 1 position in the market.
By means of this blog, we have discussed both the pros and cons of outsourcing so that businesses can see a clearer picture. While going through the disadvantages of call centre outsourcing, you may get the idea that it can only be harmful if there’s carelessness while choosing an outsourcing partner. Thus, taking precautionary measures is important.
We hope you haven’t confronted any problem while going through this write-up. In case you have some questions for us, shoot them in the comment section.
Thanks for reading!