Challenges faced by call center outsourcing companies

Providing exceptional customer service for today's contact center, delivering 100% of the time might be a difficult task. Consumer expectations have risen as a result of technological advancements, adding to the already costly burden of maintaining a call center.

We'll go over the major problems firms experience when outsourcing important processes to outsourced call centers in this article. So, let's have a look at them one by one.

Here are the challenges of outsourced call centers

1) A lack of understanding of the company

When you outsource a process to overseas call center outsourcing services, their customer service representatives are likely unfamiliar with your company's methods, needs, and goals. These may not be appropriately disclosed to the outsourcing partner in some cases. As a result, the agents may betray the company's policies and provide poor customer service.

2) Inability to exert control

When you hire an offshore call center outsourcing business, you're effectively committing your company's crucial procedures to a stranger. Monitoring customer support conversations is difficult, if not impossible, in most circumstances. If your call center offshore partner doesn't follow your company's procedures or doesn't have access to the proper information, it might lead to a negative conclusion that tarnishes your reputation.

3) Invisible Costs

When it comes to outsource back office work, many organizations believe that labor arbitrage would help them save over 40% on operational costs. They are prone to overlooking operational model discrepancies. Outsourcing comes with a slew of hidden charges that these businesses are oblivious of. Your costs will undoubtedly rise if your outsourcing partner adds additional overheads for any changes made throughout the service duration. Furthermore, unanticipated legal issues and client loss as a result of poor service can be extremely costly, negating the exact goal of outsourcing.

4) Concerns about security

Call center agents must access all relevant data in order to do their jobs effectively. In many circumstances, the information transmitted is sensitive, such as credit card numbers or bank account numbers. Giving this information to a third party carries a risk. There's a good chance that some agents may try to utilize this data for personal advantage unless the offshore customer service center thoroughly analyses its staff before recruiting them. Furthermore, this method raises the risk of malicious parties tampering with the data. This is a legitimate worry since cybersecurity breaches are widespread.

5) Language Difference

Outsourcing to India's offshore call centers sometimes entails a language barrier. When customer service representatives are not native speakers of your language, they are unable to grasp the intricacies of your language and culture. Even regional dialects might be difficult to understand. Moreover, despite having received voice and accent neutralization training, many contact center employees have a heavy accent. Customers may become irritated if the employee does not properly appreciate their problem.

The Last Word

While there are certain drawbacks to outsourcing your call center to an overseas location, correctly planning your vendor selection and having open lines of communication can help to alleviate them to a large extent. The objective is to develop a connection that is more than just a contract. A real partnership is a win-win situation in which your partner works to convert your company into the best-in-industry service provider.