The fast growth of technology has changed the business operations and provided new opportunities for business development in the global market. Business processes outsourcing remains one of the most significant contributors to a world economy. Despite the fact that it’s quite a new concept, outsourcing industry is multiplying.
On the other hand, there are still companies that remain skeptical about cooperation with outsourced services, especially when it comes to outsourced customer support. The main reason for their hesitation is the lack of knowledge of the benefits that such partnership can bring to their business.
First of all, it’s less expensive than maintaining an in-house team, buying required equipment, and paying all rental taxes. Hiring a whole support team can be quite costly and time-consuming. Not every startup can be able to afford it. Besides, it takes a lot of money, time and efforts to train the newly hired customer support representatives.
Outsourcing customer support gives your company an opportunity to spend less while staying flexible and providing your customers with professionals services. The BPO wouldn’t have boomed in the last few years if that was not the case. So let’s break down some of the biggest myths about outsourcing.
It’s not a secret that the relationship with the clients is crucial to business success. So not everyone is ready to entrust it to a third party. Since customer support outsourcing is much more expensive as creating an in-house customer service, some companies still see it as a low-quality alternative. But that’s far from reality.
Recent research shows that for many businesses the primary goal of outsourcing is no longer cost reduction. In fact, it massively increases the quality of customer care. For the last years, the industry has become a powerhouse of producing qualified specialists. Brands realize that outsourcing doesn’t mean they are compromising the quality — they are actually upgrading it. Besides, this alternative way of delivering customer services can bring even better results than a traditional one.
It’s so easy to feel confident about the quality of provided customer support when you can manage your customer service department from the next door office. But how can you find out what a remote team do and how they speak to your clients?
Since business process outsourcing means that the employer won’t be present in the remote office, there is a myth that they have no control over the project. That’s also a false statement. When you’re hiring a reliable outsourced company, you have all rights to manage your own customer services any time you wish.
Cooperation with the right provider gives you access to dashboards, core metrics, and other parameters used to measure the success of business processes. You can also ask for a detailed analysis of delivered services, along with customer feedback.
Some business owners are afraid to outsource customer support to a foreign company because of issues with communication. The most significant centers of outsourcing aren’t located in the US. Thus, the common complaint about outsourcing is that the overseas agents won’t have the required language skills.
The myth is busted. For example, Ukraine is one of the most popular outsourcing destinations. Why? Because here you can find not only affordable prices but also highly qualified customer support representatives with perfect English.
Business process outsourcing is a strategic business activity. Today, some companies are surviving only because of their ability to delegate the right business activities to the right providers. A remote customer service that doesn’t keep its promises is not a right partner.
That’s why everything we do at Wow24-7 is done transparently with attention to the tiniest details. We know how to provide our partners with exceptional customer care and make outsourcing effective. Keep your customers excited about your brand. Hire our experts to find the best solutions for your business development.