Understanding The Pros and Cons Of Contact Centre Outsourcing
A business publication in Asia recently projected that outsourcing customer and technical support as well as telemarketing will continue to rise in both Europe and Asia in the next five years. These days, Asia's the region that really benefits greatly from this trend; regions where there's always a big demand for telemarketers and telesupport personnel follow.
When it comes to contact centre outsourcing, the main idea is that big foreign enterprises have discovered that they get to provide prompt quality service to their customers, remain profitable and gain competitive advantage at less cost with this strategy. However, it's not a perfect strategy and there are still some disadvantages to outsourcing a contact centre.
The cons basically have to do with the quality of work of a third party service provider. Lack of customer dedication is a big problem as outsourcing to a third party vendor may actually result in loss of customer focus on a business, mostly because these vendors attend to other client businesses or organisations. Another disadvantage is the stereotypical attitude that some customers tend to have about outsourced contact centres. They think that somebody could not possibly help them in solving a problem with an item they bought at a local store because they're not in the same country - only to discover later on that these support people are thoroughly trained to provide a solution to whatever issues customers may have.
For the pros, of course the lower cost of operations remains to be what big companies wish to benefit from. In some countries, work rates, taxes and other operations costs are way lower especially in comparison to the standard rates. Along with these, outsourcing also provides the opportunity for globalisation as it would be so much easier to develop profitable connections or networks with the local business community. Another important advantage is this strategy shares the risk aspect; by allowing a different party to carry out a particular business process, it is easy to shift the responsibility over to that party should there be any miscommunication or delay in meeting the needs of customers.
Contact centre outsourcing is also known to increase businesses' bottom-lines; it's just so much more productive to properly compartmentalise tasks according to the speciality of employees. With trained customer and technical support personnel, along with telemarketers, other employees do not have to concern themselves much with client issues, and this will allow them to completely focus on the objectives of their specific jobs.
It's important to remember that no business strategy is perfect and the only way to ensure efficacy is through careful study, focusing on the positive aspects and finding solutions to whatever concerns that may arise.
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