Customer services have always been the reason behind successful businesses. It is because they manage the issues faced by customers. And, without the support, there will be a downfall of every venture. In current times, the dynamics of consumer ship is such that customers expect swift resolutions with round-the-clock support. That is why many businesses outsource call center services from a reputable provider.
But despite that, outsourced call center services are surrounded by many myths. Some enterprises cast doubt on outside vendors. It might be due to their bad experiences in the past.
Here, we highlight some of the myths and misconceptions regarding outsourced customer care. It will help gain a better understanding of the services they offer.
Myth 1:- Poor Quality of Services
One of the major myths is that outsourced call center services provide poor quality customer support because they are cost-efficient. Since they are cheaper, the services offered would also be sub-par.
In reality, outsourced services center around professional quality customer support. They have dedicated, well-trained staff and management to provide the best services to their clients. They have specific teams to track the agent's performance to improve weak points in customer support. In this way, they maintain quality standards.
Myth 2:- Loss of Control
Another myth surrounding outsourced call center services is the loss of control over their customer services team. A company with an in-house customer care team indeed has a complete eye on them. With outsourced customer care, all the processes are in the hands of a third party, feeding the fear of loss of control.
It is far from the truth. Outsourced customer service teams and the accompanying client are collaborative partners. Businesses have control over the teams like their own staff. Moreover, they ensure to align themselves with your business goals and results. They train their teams about your brand persona so that agents feel accustomed to your brand culture. It helps them attend to your customers with confidence because of the correct understanding of your business requirements. You have a complete say in all the aspects like customer staffing, specific solutions, strategies, online monitoring, etc.
Myth 3:- Language Discrepancy
There is a misbelief that call center outsourcing staff lack proper language skills with definite accents and intonations. And due to this language barrier, there will be a loss in customer base, thereby affecting sales and profits.
It might be correct a decade before. But now, outsourced call centers are fiercely competitive. They hire agents proficient in major world languages including, English. They are trained in popular languages, their accents, dialects, and cultural peculiarities of the country the company caters to. Customer service outsourcing from India, the Philippines, Brazil etc, is most sought after. It is because of the immense talent pool of agents with higher language proficiency.
Myth 4:- In-efficient Staff
The popular myth about outsourced call center services is that the staff handling customer care lacks in requisite skills, knowledge, and expertise required to manage customer services. And because of that, the reputation of the company stands tarnished.
It is quite the opposite. Outsourcing agents undergo vigorous training, get regular knowledge workshops, receive performance reports for enhanced work output. Moreover, they have access to the latest technology, software, tools, and infrastructure that helps maintain superior customer support. With their expertise in CRM, timely resolutions to critical issues, empathic customer-centric approach, agents thus leave no room for mistakes.
Myth 5:- Lack of Metrics and Customer Feedback
Another myth about call center services is their lackadaisical approach towards metrics and feedback. They are necessary to gauge the quality of products and services offered by a company. It helps make future business plans, aids in marketing goals, improves weak areas, etc.
But outsourcing companies are way ahead in customer services. They collect all the customer-centric data like feedback surveys, calls, resolved queries, customer preferences, and all related metrics for you. Thus, they ensure that you get more out of their services. They help in your business growth by offering support beyond simple customer calls.
For the maximum efficiency and increased revenues, it is thus wise to opt for outsourced call center services. Only make sure that the call center outsourcing partner you choose is proactive and aligned with your business goals.