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Pros and Cons in Call Center Outsourcing |
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Friday, 03 August 2007 |
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What are some of the pros and cons associated with call center outsourcing? One of the pros is around the clock availability. An irksome challenge to the average business owner is to contact a call center and find their hours do not mesh with your business hours. The availability for around the clock support ensures the customer’s appreciation and their allegiance. Moreover, another pro in call center outsourcing can be attributed to lower workforce cost, free up some of the administration time, reduce cash flow, and higher employee production.
If a company can free up some of their management’s time, it would significantly help in reallocating their resources in more useful endeavors. If a company outsourced their call center to a third party, it would drastically reduce the cost of the labor force, since there would be less people to employ. Another ingredient to a reduction in the employees is the room made available. It would free up space that could be used for other projects.On the other side of the coin, some of the cons associated with call center outsourcing are a loss of control by the company, slow resolution time, communication concerns and if a companies call center is outsourced by a third world country, the accent may impede a mutual understanding. A loss of control may slow down resolution time if a third party is in charge of the call center. In the time it takes for a third party to find a suitable response, the original company probably would have the issue resolved. There might be a lack of communication on part of the third party call center since the American language has its share of confabulation and figure of speech. It would be prudent for the third party to familiarize himself or herself with American slang too. There is nothing than can be done with a foreign accent. It may slow response time and infuriate people, but the con side is there is nothing a business can do except to accept it. The pros and cons of call center outsourcing are highly debatable but the needs of the company should be given primary consideration. |
