Call centers can be crucial for business growth and customer service. Unfortunately, customers almost universally hate call centers and the disconnect between businesses and their call center can result in dissatisfied customers, loss revenue and even non-compliance legal liability.
These issues are compounded when you consider the economic factors. Running a call center in house can be quite costly because your company will need to invest in a physical space, hiring and training live agents, and purchasing the required software. Given this cost it is no wonder many companies choose to outsource their call centers.
Outsourcing your call center is cost effective especially if you choose an Offshore call center. Your company can use these savings to fund projects that are in line with their core values, long term goals and increase profitability. Yet there are trade offs.
When working with a third party it is harder to ensure compliance and quality. Not to mention live agents may use terminology, expressions, or even have accents that make it difficult for your customers to understand. These factors lead to increased customer dissatisfaction which reduces your company’s reputation and may cause previously loyal customers to leave for a competitor.