Do You Think Call Centre Outsourcing Negatively Affects Customer Service?

Customer care plays an important role in any business and customers rely on customer care services to ask further questions about a purchase or complain about a faulty product. From delays in deliveries to issues with orders, there are several reasons why a customer would make use of a company’s customer care services.

Due to the importance of customer care services and the need to maintain a high quality in terms of service, companies often outsource customer care to call centres. This allows a company to provide a good service without having to invest in infrastructure, facilities, and staff.

However, some show is hesitant to make use of the services of a UK call centre due to the belief that call centre outsourcing negatively affects customer service. Is there any truth to this?

It would be wrong to say that call centre outsourcing doesn’t have any negative effects at all. In sectors like insurance, customers or clients have shown a preference for customer services directly handled by the company as opposed to a customer service outsourcing service. This is mainly due to the fact that customers believe that the company is the best source to get information on various products and services offered by the company.

Second-hand knowledge is a concern to the customer as well as the business. Call centre outsourcing will not have access to the same data as the company would, so would they have resources to handle all situations and queries?

This is a legitimate concern and a reason why both customers and businesses may think customer service outsourcing has negative effects. However, today, a UK call centre will train experienced and knowledgeable staff that has an immense understanding of the company’s products and services. They will also have access to all the material required to answer any questions that come through a call or live chat customer service.

Lack of control is another aspect of outsourcing lead generation services that businesses see as a negative effect on customer service. When a business chooses to outsource to a UK call centre, for instance, they don’t have complete control on how the interaction with a customer plays out, especially in sensitive situations.

However, this can be dealt with by opting for outsourcing your lead generation services or live chat customer service to a reputed company known for its expertise in customer service. This way, while you may not have complete control of how interactions with customers take place, you will know the team handling your customers is one of the best you can have access to.

Call centre outsourcing can also affect your workflow and cause delays and unsatisfactory responses in your customer services. Customer service outsourcing services won’t have the same values and objectives as your business so there may be certain issues that come up and these can disrupt your workflow.

Like with the lack of control when you outsource live chat customer service, this disadvantage of customer service outsourcing can be addressed by opting for a company that has your best interests in mind and adapt their operations to align with your objectives and values.

While there are a few ways in which call centre outsourcing can negatively affect customer service, there are a number of ways in which call centre outsourcing can improve your customer service. A company is allowed a lot of flexibility when they outsource lead generation services or live chat customer service.

Scalability is a huge benefit to companies as they need not worry about expanding customer service teams and facilities as the company grows. Instead, a UK call centre will be able to accommodate its growing number of products and customers and increase the team dedicated to the business accordingly.

Increased responsiveness is another benefit, as company staff may need to be given leave during holidays and finding a large enough team to work around the clock may not be something a business can afford. By partnering with a UK call centre, the business can have live chat customer service, for instance, around the clock and throughout the year.