For numerous years companies have indulged in offshore call center outsourcing different parts of their business. This isn’t a challenge in itself, it brings value to the company Some brands outsource the entire IT department of their company to specialized IT firms. They get benefitted with the expertise and proficiency without overlooking everything in-house. However, outsourcing doesn’t always mean low cost and high quality. With regard to call centers outsourcing often means offshoring to save money, which is not very likable.
Offshore call centers make your clients feel disrespected
When a customer’s call is transferred offshore to some distant company customers feel that their feedback and calls are not important enough to be dealt directly. The customer knows that you have outsourced the call offshore only to save money, which makes them angry and this may go against the company.
There’s an authentic language problem
UK and US companies are outsourcing call center jobs to India for a some time now and Indian call centers, employees most often have a rather good level of English. However, good isn’t sufficient. The last thing a customer wants is to strive with basic communication. A lot of U.S. customers now hang up if they spot a foreign accent when the representative answers their call. It’s not that the customers are being racist, they just want a quick redressal to their issue and don’t want to struggle with language differences.
No one wants to talk to any script
Many offshore call centers use scripted conversations to be certain their agents possess the proper vocabulary and knowledge to reply customers. It is nice to have some kind of guidelines to start off and end any conversation or deal with difficult customers but a conversation can not be entirely scripted. There is nothing more frustrating than someone providing you with irrelevant scripted responses.
A bad call up center experience will destroy your very best marketing achievements
Companies plight to several things in their marketing and advertising campaigns. What about promising and delivering amazing customer service?
Customers are fed up of bad service but it had become normative lately, which makes good customer service even more important. Online customers would like to know that their difficulties will be taken care of. No one expects a product to be totally perfect, they are just expecting to receive help when they call for it.
People want to confer with your company, not to any other company that works for you
Are the customers so bad to talk to, that you would need a middle man to communicate? Whenever your customer calls an individual, he has a preconceived perception of what an employee of your company looks like. This idea just isn’t unrealistic, it’s based on what he sees on your website or in the commercials.
Most people employ a strong visual creativity that kicks in during conversations, especially when they can’t view the person they are speaking with. When it comes to companies, customers have an inbuilt perception of what an executive of your company would look like and when they get transferred offshore their image and expectations are destroyed.
Your customers just want you to stop being selfish
When companies outsource their call centers offshore, they think of saving costs, less worry about staff turnover and taking advantage of call center expertise. This is a bit selfish if considered from a customer’s point of view. The most important thing customers want is to reach out to the company to get their problems solved most effectively, which is not the case with offshore call centers.