It’s become common practice to outsource customer chat service to a foreign country to access professional skills at lower costs. While there are several other benefits to outsourcing support, it’s also important to be aware of the potential disadvantages.
In this post, we’ll consider the pros and cons of using an outsourced team in a different country.
First let us consider the reasons to consider outsourcing support functions.
Outsourcing customer support to offshore locations can be much cheaper than hiring and maintaining an in-house team. Offshore locations often have lower labor costs and can provide competitive rates for services.
Offshore locations can operate in different time zones, allowing companies to provide 24/7 customer support to their clients. The other advantage for global companies is that they can choose the same country their target market operates in.
Outsourcing can provide companies with the ability to quickly scale up or down their customer support operations based on their needs. Therefore, you can use the service to supplement support during peak periods and downgrade the team during off-peak times. The combination allows for maximum profitability without impacting customer support.
Offshore locations can offer access to multilingual customer support, allowing companies to reach a broader customer base. This aspect also improves customer satisfaction as clients are usually more comfortable conversing in their home languages.
Having a call center deal with all your client queries frees your in-house team to focus on developing new products, improving productivity, and increasing sales. It also allows sales teams time to improve their relationships with existing clients, reducing the risk of churn.
Offshore locations may have different cultural norms and communication styles, which can lead to misunderstandings and conflicts with customers. Therefore, it’s important to select a team in a country with similar values where possible.
While offshore locations can offer multilingual support, there may be language barriers or differences in accents that can make communication difficult for some customers. This is especially true if you choose consultants who have a different first language to your own.
You will have less control over most aspects of customer service. You have no direct input in who the outsourcer hires, their security procedures, and how they deliver the service. Therefore, it’s crucial to deal with an established firm with a traceable record.
It’s also essential to establish clear service level agreements so that everyone understands their roles. Reputable providers will also provide ample reports and the ability to monitor phone calls. Companies should periodically listen to calls and test the service their clients receive to maintain great service.
Companies operating in different countries may not have to adhere to the same strict regulations you must in your country. It’s also possible that the regulations in the foreign country are stricter than those at your home. Either way, it may prove difficult to manage compliance globally.
Relying on a third party to protect your data as well as you do is risky. If the outsourcing provider does not have high security protocols in place, you run the risk of an expensive breach and reputational damage. Again, be sure to check the company’s reputation and ask about their security measures.
Ultimately, there’s no one right answer to whether it’s beneficial to outsource customer chat service to an offshore location. Rather, it depends on the specific needs and goals of each company. It is important to carefully consider the pros and cons and weigh the potential benefits and risks before making a decision.