Outsourcing Customer Service

[Joshua Farrell]

What are the pros and cons of outsourcing customer service operations?

For me, I think the main issue, is the language and accent barrier upfront, as not everyone is able to easily speak the language needed for the support service from certain countries. Not to mention that the company doing the outsourcing, will pay less for the support, over the people in their own country.

I guess the pros of doing so, would be that people would be able to get jobs to provide for their family.

 

[Shavkat]

I am sure some companies need to check the qualification before hiring their employees. It is the best way to refrain from having language barrier issue.

 

[AmazingJob]

It is less cost for the company outsourcing their business. Most US-based companies have outsourced their businesses to India and the Philippines.

Indian workers are being hired mostly for technical business while the Philippine workers are on Customer Service, Finance and others. It gives more work to people in the country.

Regarding the accent, people in the Business Process Outsourcing companies, they are trained in the classroom before deploying them to answer phone calls. They are ready with neutral accent..

 

[nomad]

For businesses, outsourcing means they pay less as they will be paying only based on the task performed and not just for being on the payroll.

 

[flower]

Outsourcing customer service is one of the things that is embarked upon by most of the company right now in my country and I've seen it happen severally with many companies.

 

[eldavis]

If a company has its branch in different countries it would be better to hire someone that can speak the native language of that particular location they are in or better still hire someone that can speak multiple languages.

 

[Niyi Briggs]

I don't think it is right to outsource customer care. It should be people that know the nitty gritty of the business and outsourced staff most times don't know everything.