The Complete List of Outsourcing Customer Service Pros and Cons

The Complete List of Outsourcing Customer Service Pros and Cons

The Complete List of Outsourcing Customer Service Pros and Cons


Outsourcing Customer Service Pros and Cons: Here Is What You Should Know

When is outsourcing not beneficial? What is the right time to hire an external support team? How to choose the agency? We will briefly cover these points in our article. Before we go, you should know that the popularity of outstaffing grows with each new year. Such companies as Google, Apple, Samsung, and other world’s tech giants recruit outsourcing teams from Eastern Europe, Asia, and Africa as their workload is too heavy. Read more about the advantages and disadvantages of this practice.

How to Outsource Customer Service

Before we list the pros and cons of outsourcing IT services, we would like to sum up the main stages of finding the right team.

Pros of the Outsourced Client Support

We will start with the advantages. Except for the small pros like less headache and more coverage, there are several significant points to mention.

  • Define your audience
  • Establish a brand voice
  • Research numerous alternatives
  • Mind the legal and safety threats
  • Learn more about the chosen agencies
  • Check the portfolios and success stories
  • Build trusted relationships

A lot depends on how you communicate with the selected outsourced agency. Anyway, there are some common pros and cons of having an outsourced customer care service, and we will have a look at each of them.

Reduced Costs (All Types)

What is the primary reason to hire an outsourced team of customer support? Right, to cut costs! Imagine how much you can save by recruiting external professionals.

The expenses associated with running an in-house customer care service may be huge. There are different types of costs to consider:

  • Operational
  • Overhead
  • Labor
  • Infrastructure

One of the main pros of outsourcing is that some of these costs are not even involved. Basically, you just need to pay for the labor. Leave such things as equipment and retaining to the agency responsible for a customer care team for your company. The savings are significant!

Round-the-Clock Support for a Fraction of the Price

Every good client support service should be available 24/7. Otherwise, it does not make sense. Because of the different time zones, users from various regions of the world may require help at night, and the mission of a customer care department is to process those queries as soon as possible. With the outsourcing companies that specialize in creating customer support teams, you’ll be able to get professionals available 24/7 at a fee that will not break the bank.

Flexibility and Scalability

Companies that have too many customers will especially benefit from hiring an experienced, trusted outsourcing customer service. It is way better than recruiting hundreds of employees for great money. Professional companies that create different business teams possess the infrastructure necessary to scale up fast. Thanks to the flexible work, none of your clients will stay without a response.

Greater Variety of Language Options

By hiring outsourced customer support representatives, a company automatically erases the language barriers as such teams can speak many languages. Agencies that offer such recruiting services tend to high experts from different regions of the world that know multiple languages. Communication with a native speaker will prevent your customer from facing confusing situations. Except for English, you should have services at least in the most spread languages of the world like Chinese, German, Russian, Spanish, French, etc. Besides, having multi-language support is a huge advantage for any business.

Faster Response Times

You will get more hand on deck. In other words, the response time will be reduced. It is one of the major drivers of client satisfaction. No one likes waiting for lines.

Cons of the Outsourced Client Support

There are always two sides of the coin. You may wonder which of these is not an advantage of outsourcing? We will name some of the risks that you might face.

Absence of Direct Control & Monitoring

Having an outsourced team of experts means that you do not have a direct impact on them. They report to the managers of the agency that you have chosen. The only way to give instructions to the outsourced staff is through contacting project or human resource manager.

Potentially Decreased Client Satisfaction Rate

One of the obvious cons of outsourcing is the possible decrease in customer satisfaction rate. According to the research by MIT Sloan School of Management, often, offshore outsourcing may lead to the drop in quality. The personnel you recruit with the help of some agencies will have different projects in mind, unlike in-house workers who focus only on your business.

Obstacles the  Effective Communication

Such things as language barriers or lack of knowledge of the company may be the reasons why some businesses refuse to hire outsourced staff. It may be up to you as a company representative to get the recruited experts acquainted with the culture, goals, and values of the service.

In other words, you should know how to outsource customer service to achieve the desired results. There are always pros and cons of whatever you choose. If you choose the right agency and strategy, you will definitely benefit from outsourcing your customer service.



Maya Momotok

Reviewed by Maya Momotok
CEO and cofounder of Wow24-7

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