Keeping Pace Through Outsourcing

It’s no industry secret that big corporations have been outsourcing their customer service management to offshore contact centers. When a company chooses to outsource, they save on hefty labor costs as they typically offer lower rates than hiring an in-house Customer Service (CS) team. But it is equally important that companies do not forget what’s important when choosing to move their call center operation offshore.

Companies should note that costs aren’t the only factors to consider when choosing to outsource. Businesses should make sure that the provider they have chosen won’t compromise the brand they have built through the years, as well as the customer experience. Other factors such as reliability, service and the right culture of the offshore operations are key when choosing an outsourcing company to handle your customer service operations.

Which is why offshore contact centers located in the Philippines and India are almost always preferred by these companies because of their local natives’ grasp of the English language. By overcoming the language barrier, and at the same time offering lower wage costs, quality is not compromised in the overall customer experience. This is the primary reason why some American businesses have satellite offices that are located in the Philippines.

Another major factor that companies should consider when choosing to outsource contact centers is that there is no need to spend on IT software and hardware and other technology costs. If a company opts to do their CS operations in-house, there comes with it the need to spend on implementing and maintaining these technologies, and along with it additional training for their in-house staff. Telemarketing equipment costs are no joke, and would eat up most of the company’s budget and investment. Outsourcing eliminates all of these costs, as the offshore providers already have the technology on-hand, and skilled professionals in place, at no added cost to the client.

An added bonus as well would be the round-the-clock availability of your customer service line. Customers value a company or service that provides 24/7 availability. As compared to having an in-house CS staff who are only available 9-5 on weekdays, offshore contact centers can provide round-the-clock service due to the low rates being offered even for small businesses. This would also mean reducing call abandonment. By outsourcing to an offshore call center, you can expect that every call to your customer service hotline or web chat will be answered in a timely and professional manner, thereby increasing the quality of your company’s customer service experience.

Providers such as ADDMORE Outsourcing have highly-skilled, proficient and experienced telemarketers and highly-efficient team leaders on hand, who provide training on a regular basis to continuously improve skills. Along with their training and skill-set, ADDMORE Outsourcing is familiar and compliant with various laws and regulations in the telemarketing industry.

If you’re interested in giving your customers a unique customer experience, enhance your business customer service, while reducing risks and lowering overall costs and without sacrificing your bottom line, reach out to us today. Here at ADDMORE Outsourcing, we can help you reap the benefits of having a full staff of professional telemarketing agents on standby to grow your business. We offer an extensive range of cost-efficient offshoring and outsourcing solutions for clients in the USA, the Republic of Ireland, the UK, New Zealand, Australia, the Middle East and other regions worldwide.