The Top 12 Myths of Call Center Outsourcing Services

12 myths of call center outsourcing services: A person holding a scale of myths and facts.

There are a lot of myths out there about call center outsourcing services. For example, some people think it’s too expensive; others believe it’s unreliable. But the truth is call center outsourcing can be a great way to improve your business.

This post will dispel the top 12 myths about call center outsourcing. Stay tuned.

Myth 1: Outsourcers Can’t Provide The Same Experience As An In-House Call Center

This is not true. In fact, many outsourced call center providers go above and beyond to deliver an exceptional customer experience. They hire skilled customer service representatives and invest in the latest call center technologies.

Plus, they often have more flexible staffing models that allow them to scale up or down to meet changing customer demand quickly. This can give your company a significant competitive advantage.

Myth 2: Outsourcing Call Center Services Is Expensive

A person busy saving money after getting call center outsourcing services.

Many business owners may believe this, but it saves you money in the long run. How can this be? It’s simple; when you outsource, you only pay for the services you need when you need them.

You don’t have to worry about the overhead costs associated with running an in-house call center, such as renting space, buying equipment, and training employees. So, outsourcing is your chance to cut costs while providing excellent call center services.

Myth 3: Outsourcing Means Giving Up Control

Not to worry; you still control your customer service operation. You’ll work with your outsourcing partner to develop processes and procedures that meet your specific needs and goals.

You’ll also have access to real-time data and reports that allow you to monitor call center performance and make necessary changes. In addition, you can rest assured knowing that the experts who work with you are managing your call center.

Myth 4: Outsourcing Call Center Services Is A Risk

A graph line showing that the risk is reducing.

There is always some risk involved when outsourcing any business function. But with the right partner, you can minimize those risks.

So, how do you overcome this concern? Here are a few tips:

  • Look for a call center provider with a proven track record of success.
  • Make sure they have experience serving businesses in your industry.
  • Be sure to define your expectations and objectives upfront to ensure clarity down the road.

Furthermore, if you’re worried about choosing the wrong partner, take your time, research, and find a provider with whom you feel comfortable. How do you do this? It’s simple, ask the right questions.

Here is a post that will give you the correct questions to ask: 12 Questions to Ask When Outsourcing a Call Center.

Myth 5: Outsourcing Call Center Services Means Sacrificing Quality

Outsourcing your call center services does not mean sacrificing quality. On the contrary, many outsourced call center providers typically have rigorous quality assurance programs to ensure that they handle calls properly and customers are satisfied.

In addition, they often use the latest call center technologies, which can help to improve call quality further. 

Did you know that 77% of customers have a more positive outlook on a business when they have good customer service? So, having a partner whose sole purpose is providing excellent customer experience could significantly benefit your company. 

Myth 6: Your Business Is Too Complicated For An Outsourcer

Three people completing a puzzle, to show a call center outsourcing partnership.

Outsourcing providers have experience dealing with businesses of all sizes and complexities. As a result, they equip themselves to handle anything from simple customer service inquiries to more complex technical support issues.

So, no matter how complicated your business is, there’s an outsourced call center provider that can help.

Myth 7: All Call Centers Are The Same

This myth couldn’t be further from the truth. There are all sorts of call centers, each with its strengths and weaknesses.

Some specialize in customer service, while others excel at technical support. Some are large and well-established, while others are small and handy.

So, before you choose a call center, take some time to learn about the different types of providers and find one that’s a good fit for your business.

Myth 8: Call Centers Are Only For Big Businesses

A call center representative looking at the camera.

Small businesses can benefit from call center outsourcing just as much as large businesses.

The fact of the matter is that many small businesses outsource their call center services because they don’t have the resources to run an in-house call center. However, outsourcing can be an excellent way for small businesses to get the call center services they need without breaking the bank.

Myth 9: Call Centers Are Overseas

Not all call centers are overseas. You’ll find many of them right here in the United States. You may be thinking, “that can’t be true.” The US accounts for 29.5% of the global call center market as of 2020. 

So, if you’re concerned about language barriers or cultural differences, you can easily find a call center provider close to home. You can find more information in our onshore vs. nearshore vs. offshore article

Myth 10: Outsourcing Is A Band-Aid Solution

Outsourcing your call center services is not a band-aid solution. Instead, it’s a long-term commitment that can help your business save money, improve efficiency, and deliver quality customer service.

In other words, outsourcing is not the answer if you’re looking for a quick fix. But outsourcing may be just what you need if you’re looking for a way to improve your call center operations and better serve your customers.

Myth 11: The Internal Team Will Feel Threatened By The Outsourcing Partner

Outsourcing your call center services can be something other than a threat to your internal team. Instead, it’s about how you present the external team to the internal one.

Many businesses find that outsourcing can help free up their internal team’s time to focus on more critical tasks. And when it comes to training and development, most outsourced call center providers are happy to work with your internal team to ensure a smooth transition.

Myth 12: The Outsourcing Provider Will Be Difficult To Work With

A person feeling relaxed.

Outsourced call center providers go out of their way to make the process as easy and seamless as possible for their clients. They understand that you’re entrusting them with an essential part of your business, and they take that responsibility seriously.

So, if you’re worried about working with an outsourcing provider, don’t be. Just do your research and find a reputable provider that you can trust.

Final Word

When it comes to call center outsourcing services, there are a lot of myths out there. But the reality is that outsourcing can be a cost-effective, efficient way to deliver quality customer service. 

Don’t let the myths hold you back if you’re considering outsourcing your call center services; do your research and find a reputable provider (such as iCall Services) that can meet your specific needs and goals.

Every company deserves excellent customer service, regardless of size or industry vertical. Our goal is to provide an exceptional call center service at a cost-effective rate so you can focus on what you do best: running your business. 

Request a quote today from iCall Services and discover how easy and affordable it is to outsource your call center needs. In addition, you can find more great content on our blog

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