Any company would do anything to save a buck or two and this is the reason why they’ve decided to offer their phone support overseas. But, is it really worth it? An article read, “Two-thirds of the companies that responded to a survey by Information Week reported either no change or a worsening in customer satisfaction as a result of business-process outsourcing.” - The Hidden Cost of Outsourcing
This is old news which is why customer satisfaction surveys are part of call center metrics on most contracts. When a prospect client enters a site to learn how things are managed, they are only interested in 3 things. Recruitment, Training and Quality. Operations sometimes don’t come into play as much as the three. This is what is expected because the focus is definitely on customer retention.
Being part of the industry, there is extreme pressure from clients for us to succeed in these areas. The only key is to give more time and attention into getting some processes around recruitment, specific training modules to create competent agents and a robust and innovative quality management system. This should pave the way to maintaining client relationships and further growth in outsourcing call center services.
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