This article was originally posted on customerthink.com
Outsourcing, as we know it today, was not a feasible option for any company in any industry fifty years ago. Twenty years ago, outsourcing was common knowledge, but it was nowhere near the industry it is today. In the last twenty years, outsourcing has exploded. It is an industry some countries have built their economies around. Technology has allowed companies to send jobs to locations outside of their headquarters. Companies are outsourcing positions to locations both onshore and offshore.
English speaking countries have lead the way in outsourcing positions overseas. One of the most popular business processes outsourcing (BPO) services are call centres. They are one of the most frequently outsourced positions for a variety of reasons.
Call centres can be a costly department for any company to run and house. They are typically not revenue generating, but they are necessary, which is one of the many reasons they are being outsourced so frequently. The cost differential between an in-house call centre and outsourcing call centre can be gigantic.
Cutting costs does not mean there is a cut in quality or efficiency. Companies do not outsource for financial reasons alone. They understand the competitiveness of the market; providing a quality call experience is more important than ever to stay relevant and sought after in today’s economy. Quality is just as important a factor when outsourcing call centres.
Outsourcing have built reputations based on their ability to provide a quality experience for customers particularly in the English speaking parts of the world. Due to the great number of outsourced positions, there is a huge pool of English speaking employees with a deep understanding of the culture and needs of their customers. It is vital for employees to be able to have meaningful interactions with customers.
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