While most companies would agree that outsourcing their customer service to overseas call centers is indeed cheaper, that doesn’t mean that it is the most ideal choice. Of course, there are rare instances when this type of action is well executed. However, more often than not, you will find that this isn’t the case. In fact, most companies that choose this route end up switching back to an in-house customer service team or hiring a domestic call center company due to an outstanding amount of customer complaints.
What are they complaining about? Well here are just a couple of examples:
Language Barriers – Unsurprisingly, communication is the biggest complaint customers have about working with foreign call centers. When calling into customer service, it’s understandable that anyone would want to speak with someone who can understand their needs and position clearly and be able to offer them with the proper support. This is nearly impossible when it comes to navigating around a thick accent.
Following Scripts – The idea behind scripts is that they were intended to guide the call center agent towards a clear resolution for the customer. However, too many companies insist that representatives stick to the script without exception – which could lead to a ton of wasted time for everyone. For example, if your company specializes in copy machines, the customer may have extensive knowledge in the field and express that they know exactly what needs to be done, but may still be required to wait for the entire script to be read anyway.
It’s important to make sure that when hiring a professional call center service, you hire one that trains representatives to think on their feet and know when it is appropriate to deviate away from a script. If they are unable to do this, you may just be causing your customers to grow even more frustrated than when they first called in, which is certainly not good for business.
Based out of Baltimore, MD, A Personal Answering Service hires professionals who have the knowledge and skill necessary to represent your business on a quality platform. To learn more about our company and the services we provide, visit our website today.
(Posted by: Melissa Miginini of A Personal Answering Service)
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