5 Misconceptions About Outsourcing and Why Call Center Outsourcing is a Good Call

Whether your business is in the retail, healthcare, or wireless space, you won’t remain a going concern for very long unless you offer responsive customer service. Offering great products and services will attract customers, but a corporate culture that prioritizes excellent customer service will ensure that your clients continue to patronize your business for years to come. Outsourcing customer service to a reputable call center company is one way to achieve this objective.

As you weigh whether or not to outsourcing makes sense for your business – and it most certainly does – make sure you don’t fall for any of the following 5 outsourcing misconceptions.

1. You Need to be a Large Company to Benefit from Outsourcing

One myth is that outsourcing is only for large companies with deep pockets. It is true that large global enterprises such as Ford Motor Company, Cisco, and American Express have chosen to outsource at least some of their customer service overseas. But businesses of all sizes can benefit from outsourcing call center operations. Outsourcing benefits include the following:

•  Boost efficiency

• Cut labor expenses

• Control capital expenditures

• Focus on core competencies

These are the sorts of benefits that businesses of all sizes can profit from. So saying that outsourcing is something only large companies can benefit from is inaccurate. 

2. Doing Things In-House is Cheaper

You might be surprised to learn that finding the right outsourcing service provider can actually save you money – and make you money – in the long run. If you have an in-house customer service department, you’ll have to shoulder unavoidable costs relating to human capital and technology. Outsourcing can save you money. And being able to focus on your core competencies will make you money, which one of the reasons you’re in business to begin with.

3. The Only Reason to Consider Outsourcing is Potential Cost Savings

As was mentioned above, there are some real cost savings to be had if you outsource your call center functions to a professional third-party service provider. But that’s not where the benefits end. In addition to being able to save on expenses on technology, infrastructure, and a higher headcount, you’ll also be able to offer faster and more professional customer service. One report, for instance, shows that approximately 1 in 3 people say the most critical part of customer service is talking to an agent who is knowledgeable and friendly. Outsourcing your call center operations to a reputable service provider will ensure your clients are connected to agents who are helpful and cordial.

4. Quality Control Will Go Out the Window

Yet another misconception is that outsourcing call center functions is a sure way to create quality control issues. Nothing could be further from the truth. Here’s what you should do to increase the odds of your finding the right outsourcing partner for your call center operations:

• Conduct research to find a reputable service provider with a proven track record;

• During negotiations, find out exactly what the deliverable will be – and get it in writing; and

• Find out who you can get a hold of if there’s ever an issue.

Another thing to keep in mind is that you don’t have to outsource overseas. If you want to keep things closer to home, then find a third-party service provider close to home. This might be an option if you want to work with a service provider in the same time zone as you are in.

5. Corporate Culture Will be at Risk

Another reason some companies express reservations about outsourcing is that they believe that going this route might damage their corporate culture. The reality is that an outsourcer will provide the sort of service that will be in line with the corporate culture of any business that wants to find and keep clients. So you will have an ally that helps rather than hinders.

Are you interested in finding the right service provider to outsource your call center operations to? Working with Vcare will put you in touch with professionals who actually care about your business. Customer service is our chief focus, and we promise to deliver nothing but the best. When you need customer support outsourcing, (v)WeCare is your answer. Get in touch today to learn about how our services can be put to work for you!