call centers services
call center services

The concept of outsourcing call center services to BPO companies has been around for more than two decades and continues to play a major role in how major businesses around the world offer their services. In addition, the shift in importance predominantly from the quality of products to the quality of customer services has added value to the offerings of Call centers in India. In the current business landscape, outsourcing has become a major aspect of most top companies as well as small and medium enterprises (SMEs).

Despite having a global presence for over two decades, call center services to continue to pose a number of challenges for businesses looking to employ their services. While these challenges do not necessarily make it impossible for companies to hire call centers for customer support, they can certainly pose stumbling blocks that companies often find difficult to overcome.

Key challenges presented by outsourcing call center services

Let’s take a look at some of the major challenges that companies have to face when hiring call center services, and how they can be overcome to ensure maximum outcomes.

  • Inadequate brand and company information

When you hire a BPO company in the USA, you are essentially handing over a part of your business to a company that has a separate identity and mechanisms of how they do things. Their processes may not always alig­n with your requirements, which can impact your customer relations massively. Hence, you must make the effort to examine the flexibility of the BPO company you employ, and also study their plans on how they would incorporate the values of “your” business into the services that they would offer to “your” customers. This will ensure that the customer services of your business are in alignment with your brand values.

  • Security & Data-protection concerns

Handing over your customer services to a BPO company in the USA means that you have to allow them access to your customer databases, as well as all other sensitive customer information in your company. It is absolutely critical for you to ensure complete protection of this data as even a minor security breach or a data leak can have serious ramifications. Hence, you must employ a BPO company in India that has all data-security certifications and complies with all associated regulations – local, national, and international. Every practice of the company must have regulation checks to ensure zero possibility of security failures with regard to your company or customer data.

  • Inconsistency in performances

While the USA call centers you hire will offer you regular progress reports, you will have very little control over the methods of customer engagements. This creates a risk of sub-par customer support, which could compromise the brand value with your customers. You can overcome this challenge by employing a reputed BPO company in India. Top BPO companies have necessary quality-checking mechanisms to constantly monitor the quality of customer support offered by their CSRs (Customer Service representatives). Examples of these mechanisms include SLA (Service Level Agreement) and KPIs (Key Performance Indicators). You can also track and regulate the average FCRs (First Call Resolutions) and response times control the quality of customer services they offer.

  • Lack of sufficient control

Outsourcing your customer support to a BPO company that knows little to nothing about your business mechanisms and key processes means you have little control over how their CSRs represent your brand to your customers. This could tarnish the reputation of your brand with your customers. Hence, it is critical for you to carry out adequate inspections and analysis before handing over your customer support to a BPO company in the USA. Conduct proper training programs to educate the company representatives on your business, and communicate your queries and investigate their solutions to understand how they would impact your customers. Do not sign the dotted line until you are absolutely sure that they are on the same page with you.

  • Hidden expenses

Hiring a BPO company in India for your customer services will certainly help you massively reduce operational costs. However, sometimes call center services providers to tend to have a number of hidden expenses that are not communicated well when signing the contract. This could lead to a significant rise in operational expenses, legal costs, etc., not to mention the potential loss of customers. Hence, it is important to employ a reputed USA call centers in India that will steer clear of such cheap tactics to make an extra buck. Also, you must have proper communication regarding each and every expense that you would/may have to incur at every turn. This will not only help you to understand the financial aspects of your contract better but also foster incredible trust with your vendor.

Overcoming these challenges will enable you to maintain industry standards for your customer services, while also making the road much easier for you. With lesser obstacles to overcome, you can focus much more resources towards improving the core aspects of your business – the product or service offerings of your company.

Contact center outsourcing will greatly simplify your customer services

Tending to the unique needs and personalized demands of your customers can become difficult. At the same time, additional responsibilities of hiring and operating top-quality CSRs can take away a significant portion of your early operational budgets. In the end, you may still end up with dissatisfied customers if your customer services do not align with customer requirements. Add to that the massive amounts of time and resources lost in this endeavor and it’s nothing short of a catastrophe.

You can significantly simplify the entire process by outsourcing your customer services to a reputed BPO company in the USA. They will help you deal with customer support while you are left with more resources to delve into areas that will help your business grow. In addition, a BPO company in India will also help you generate revenue through up-selling or cross-selling if your business processes allow it. Hence, outsourcing your customer support will not only save money for your business but also make additional revenue that can be utilized in the more-important sectors of your company!

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