What are the advantage and disadvantages of call center outsourcing?
Offshore call center services are cheaper than those based in the developed countries like Canada, US or UK. Offshore call center agents will speak with a foreign accent that may be a concern. International call centers may not be suitable to provide customer support that needs extensive conversation that cannot always be scripted. Offshore call centers may take a little longer to come up to the expected level of performance as compared to onshore call centers. What factors do I need to consider while evaluating outsourced call centers? • Price: Compare prices from leading call centers. Remember that hiring a call center services company that provides poor service at a bargain price may not be the right choice if it results in loss of customers and brand value. Include setup and training in total costs. • Experience: If you are new to call center outsourcing, it makes sense to go with an experienced call center service provider. • Make sure call center vendor has stellar references and
