Customer Services Myths often hold back business firms from opting to outsource their customer support services. Through this article, we will expose myths about customer services. We will also go through effective solutions and how to make the process a better tool for your business.

Common Myths About Outsourcing Customer Services

Most firms nowadays choose to outsource client services such as email, voice, fax, and real time chats. They respond to internet orders or concerns, and so on.

This, they feel, will help them not just reduce costs, but also increase yield. And it will also give them more time to focus on core company activities.

Outsourcing is a commercial technique that has given out services or job activities to a third party. An outsourcing venture with a technology agent in information technology might include a wide variety of functions.

It includes functions from complete IT functions to separate, readily defined items. These include disaster recovery, network services, program development, or QA testing.

Companies can opt to seek IT services onshore, nearshore, or offshore. Traditionally, near shore and off shore allows the companies to save more money.

Outsourcing IT functions

Outsourced IT tasks have two classes: base and application. Service desk skill, data center outsourcing, network services. It also includes managed security operations, and overall base business management.

New application development, legacy system setup and management, testing and QA services. It also includes wrapped program releases are all examples of application outsourcing.

In today’s cloud enabled environment, IT outsourcing might also include agreements with programs, and as service agents. In reality, cloud services account for up to one third of the outsourced business.

This rate will expand more. These services are rapidly being provided not just by traditional support teams. It is also by global and expert program vendors, as well as trading business firms giving tech enabled services.

Myths About Outsourcing Customer Services

Still, some people are unsure to pursue the option. This is because they believe in the myth about the customer support services that have been open. Let’s take a look at some of these myths and what the truth is behind them:

1. Language is a hurdle

Most organizations that do not outsource may be doing so because of this reason. They feel that outsourcing to an firm abroad will be difficult. This is mostly due to language blocks. There may be occasions where business firms have failed to receive a true result from a BPO.

This is because individuals on either end of the discussion were unable to follow the talk with ease. However, this is not always the case. Most true and effective BPOs have skilled staff.

They not only have the skills to execute the job spot on but are also multi lingual. They can communicate well in English, making talking with global clients a breeze.

2. Compromise on Work Quality

The most crucial part of any customer service is its quality. It can mean the difference between a delighted or disappointed customer. Maintaining quality also aids in client happiness. Some business firms, however, fear that by outsourcing customer service, they won’t meet the aims spot on.

However, this is another fallacy that we are trying to dispel. A good and professional support partner will assure a successful service. They will provide items such as 24/7 support, backup coverage for high call periods. They will also provide language assistance, and so on, aiming for better company operations and success.

3. Training The Staff Can Eat Up the Time

It is a fallacy that if an outsourcing partner is to provide customer service at the appropriate level. The client firm must teach the outsourced firm’s staff on their standards. As a result, some business fimrs reject outsourcing. They will cite not just the time it would take but also the expense that may result.

Nonetheless, the client organization needs to give the necessary facts. And, in certain situations, initial training if the project is relatively new. The outsourcing partner will handle the rest. And a well set up outsourcing partner will have access to experts. They will have the necessary skills and knowledge to execute the project.

4. Lack of control over the project

Many people feel that outsourcing is the greatest method to lose control of a project. It is widely considered that run an off shore outsourcing partner may be tough.

They differ in that if errors occur, they may not be aware in time to correct them. They have to do this before harming the firm’s operations.

However, keeping constant contact with the outsourcing partner is important. Contacting through multiple channels throughout the project will ensure that you have up to date info. It will also in speeding up the progress of the project.

And it will allow you to keep the service donor in the loop about your wants and needs. This will allow the space for changes as needed. This Customer Services Myth has a huge impact on a growing business.

5. Outsourcing could be costly

Outsourcing is usually related with greater costs, which is not correct. It provides more space or a growing labor force that delivers excellent services. It would also assist organizations to reduce costs. These costs are necessary to build up equipment or resources if customer support services were handled in house.

Outsourcing has become a crucial approach for contact centers. This allows them to give more resources to their employees. Or they can provide customer assistance when it is not a core skill.

Consider that a contact center decides to go for the support team. They have to choose a business process outsourcing (BPO) partner who can meet unique business aims. It must also be in tune with the culture of the organization.

When going with a BPO partner, various factors must be considered. They have to consider the location of the contact center. And look up If the BPO partner has a special practice or covers a wide range of business firms. Outsourcing can have several advantages.

However, contact centers must join together closely with their BPO partners to avoid any potential negative effects.

As contact centers have not talked about the hazards of it, a slew of mix ups has build up. This mix up gave a bad image to process. This myth exists because firms are not careful when picking a BPO partner and do not properly manage these allies.

Organizations must choose the right partner and build good team work in order to develop. The ally notion is important because how the firm union extends beyond a mere low cost connection.

6. Outsourcing is for Reducing Costs

One of the aims of outsourcing may be to take advantage of cost saving chances. However, outsourcing brings numerous more benefits to a business, including the following:

• taking in expert skills, such as agents with skills in many.
• Ability to give client service 24 hours a day, seven days a week.
• the ability to engage more contact center agents to address swings in call demand.
• less demands on internal resources throughout the talent take on process.

7. There is a loss of quality in service

Loss quality is a popular Customer Services Myths. A call center with the job has to guarantee that the personnel of its outsourced partner is aptly trained.

It also requires the proper monitoring methods to assure excellent service. The same techniques that are used in an internal contact center, such as monitoring and scoring phone conversations. This includes agent teaching and should be used in the BPO call center.

8. Contact centers lose control of the operation

There is no greater danger of losing control to an outsourced partner than to a locally held contact center. Contact center technology, which includes both real time and post event reporting. This will give insight into the outsourcer’s contact center working yield and quality.

To guarantee that the BPO partner is working good, contact centers must set and monitor KPIs and targets. Service levels, call monitoring quality, and yield should be reported on a daily, weekly, and monthly basis.

9. It will only benefit business firms with large contact centers benefit

This is one of the most common Customer Service Myths. Many outsourcers concentrate on dealing with companies that have big contact centers. They offer low prices due to cost cutting of scale.

However, many outsourcers target organizations that lack the skills or core size. They can’t run an internal contact center or smaller call centers within certain industries. Or they won’t be able to run call centers with specific demands, such as midnight or 24/7 coverage.

10. There is a larger risk of security and privacy issues

In many circumstances, a BPO partner has more advanced security plans in place. They will ensure to secure their customers’ data and information, including both stopping and post event reporting.

This is especially true for smaller call centers that lack the ability to setup tight internal controls. The success of a partner heavily reliant on its reputation, and it cannot risk their customer security and privacy.

11. Outsourcing drives Unemployment

Organizations are testing to hire employees in today’s market. Outsourcing does not mean job loss.

If there is fear about local job loss, there are several expert teams in the market. The use of these partners helps to maintain jobs in the country.

An organization might engage in industry or local events to locate possible BPO partners. This will allow them to find the best team. Organizations can also do web based research.

Whether they locate a possible BPO partner, they should conduct more research. The research includes source checks and phoning the team, to see if there is a good fit.

12. Outsourcing fails because of language issues

We have already gone through this Customer Services Myths. The language issue is not a myth but it will totally depend up on the services you opt for. Organizations must choose BPO partners who recruit agents with the necessary skill sets, including language skills.

Organizations should either outsource locally or choose a partner in a nation with good verbal parity to reduce language blocks.

For example,  consider that your company is seeking for a BPO partner that speaks English with ease. You have to find the best in class service agents. This is especially critical when opting a partner to handle inbound phone calls.

Consider that a contact center is outsourcing back office operations that does not involve customer contact, such as data entry. Then you can decide to give the task to a near shore or off shore call center.

13. Outsourcing runs on its own

Many firms assign work to a BPO partner and trust it will be completed as promised. Setting up a simple answering service is not enough to ensure successful outsourcing.

Organizations must recognize that time and effort must be given to assure the outsourcer’s success. This will include checking daily results, laying out weekly calls, and visiting locations often. Continuous two-way communication is required to ensure that the BPO partner fully understands your business aims. They should also know about the tools required to succeed.

In exchange, the BPO partner must be open and honest with the contact center. They should offer correct and timely insight into the results that measure success.

14. Outsourcing is a Threat to the Internal Staff

When a company chose a team, it should inform its employees about the basis for outsourcing. These include language needs and operation hours, and it provides extra labor to an already tense staff.

15. A BPO partner will not have the same culture as an internal call center

Contact centers must share and assist in fixing the proper culture inside the BPO operation.

Many ways may be taken to share culture, including the following:

• When shared with personnel, every material should have the firm’s logo.
• Maintaining regular contact between the client and the BPO partner. Quarterly visits to contact center, this includes giving meals, doing side by side reviews, and hosting focus groups.
• Training contact center employees about the entire company of the client.
• Organizing fun events for contact center employees, such as competitions, and awards as necessary.

To Sum up

As we can see, these are only Customer Services Myths or mix up about outsourcing customer service. It can be an excellent alternative if done right. Giving the job to a loyal outsourcing partner such as Bobcares aids in the supply of exceptional customer service. This will result in greater customer delight and sales.