Outsourcing call center operations results in a number of disadvantages.
As a way to deal with the ever-rising cost of doing business, some companies resort to outsourcing their call center operations.While replacing an in-house call center staff with an outside vendor can often save money, there are also a number of disadvantages associated with call center outsourcing.
Less Control
Because outsourcing involves moving your call center operations farther away from your home base, you may have less control over the operation. You must rely on the managerial abilities of the vendor company while doing your best to ensure that it can adapt to your business and uphold your standards, such as quality of service.
Language Difficulties
If you work with a predominately English-speaking customer base, it may create a hardship for your customers when you outsource to a foreign country. For example, if a United States company outsources its call center operations to India, customers may become frustrated if the call center representatives do not speak fluent English or speak with a heavy accent that is difficult to understand.
Confidentiality Issues
Companies that deal with sensitive information may run the risk of the breaching of customer confidentiality. A company that handles medical patient information needs to be certain that the operating procedures used by the new company are secure. This requires the outsourcing company to be highly selective when choosing a company to handle its calls.
Eliminating Jobs
Companies that outsource their call center operations may need to eliminate the jobs of their existing representatives. While this saves companies in labor costs, it can also mean jeopardizing the livelihood of many long-term, loyal employees. In addition to creating a hardship for the employees, it can harm the company from a public relations standpoint in its home country when outsourcing to a foreign country.
Reduced Focus
Whether you outsource to a native or foreign company, you may run the risk of a lack of focus. While an in-house call center is totally focused on your business, an outside vendor's representatives may work with several companies. As a result, they may not deliver the same level of customer service that you've been accustomed to with your own operation.
