Customer Service and Outsourcing | Frederic Siegel Business

Most of the tasks being outsourced these days have a lot to do with customer service. While some doubt that it should be done, it is certainly one of the most outsourceable business processes, judging from the large number of call centers in existence.

There are people who think outsourcing such a service must not be done at all, and that they should remain in the realm of the company. Many people think it is unethical to have to hire outsiders to cater to the needs of your company, and most problems stemming from mis-communication between customers and the company arise from language and cultural barriers in call centers. Many customers may also feel a detachment from the company because they feel the customer service part, being outsourced, is a separate matter from the company they?re supposedly getting service from.

There are also people, however, that think that outsourcing this type of service is a great idea, and that it best utilizes the global talent that is out there.

Companies attest to the fact that these agents undergo training needed in order to serve customers the way they are supposed to. While difficulties of earlier outsourced customer service may have been common, advances in communication and prior knowledge of these problems have helped in providing service that the customers deserve. These representatives are trained rigorously to be able to address and attend to customer complaints and questions without fail. Things are seen to have been better since the inception of outsourced customer service.

Many people are still quick to criticize the money aspect of such, implying that it is only the money and reduced costs that fuel such a decision.

They are quick to forget improved services and many policies introduced that are all geared towards customer satisfaction. And certainly the fact that a company saves money by outsourcing would certainly mean more opportunities to direct that money towards greater improvements and services in terms of products and other things. As we speak, improvements are being made, and it is certain that more improvements are expected to come, all in the name of customer satisfaction

Tags: Customer, Outsourcing, service

Source: http://fredericsiegel.net/customer-service-and-outsourcing.html

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