Call Center Outsourcing - The Pros And Cons
By Business Editor
Call center outsourcing provides many benefits for a company. But there are also some cons you need to be aware of ...
Call center agents have it rough. They never know when the big axe of call center outsourcing will fall on their heads. Outsourcing is becoming the number one way many companies are trying to increase revenue and lower their overhead costs. Opponents of outsourcing are upset over "foreigners" taking away American jobs and are also upset over the language barriers that occur. Before you make your decision you should check out both sides of the argument. Maybe there can be some sort of meeting ground in the future.
Call center outsourcing provides many benefits for a company. Many are turning to outsourcing their calls to home based agents who are essentially freelance workers. The company does not have to pay for overhead or call center furniture. The tax information is kept by the individual and the companies can generally expect cheaper labor. You also have to keep in mind that the business does not have to pay health benefits or contribute to a 401K.
The outsourcing of call centers to home workers can provide the same cons for the call center agent as it does pros for the company. Agents are not provided life or health insurance. They are essentially freelance workers who may not receive overtime pay and receive very little training. Even those found within a designated call center are still subject to monitoring and a general lack of qualified training.
If a company uses a call center in another country, then they do not have to work within American labor laws. The work hours can be far more than the standard forty hour work week and they may not have to pay overtime or health benefits. This is one area that has raised a lot of controversy for many people whose jobs have been outsourced to other countries.
When a company uses a hosted call center, then most likely the call center agents must deal with call recording and call monitoring practices. The workers must follow a fixed set of protocols and scripts for a given situation. There will always be calls that go outside of these normal situations and the lack of call center training can prove to be difficult for the agents.
There are definitely two sides to call center outsourcing. It is not an easy decision for either party to deal with and is one that must be handled with caution. The right outsourcing center can prove to be a boon for the company and the call center agents. It all depends on how the parent company and the call center company interact with the clients and personnel.
Next article: Building Customer Loyalty Through Effective Customer Service
Featured Business Product:
|
|
Secret Underground Business Plans, Projects And Ideas |
| Secret Underground Business Plans, Projects And Ideas is 350+ pages of lots and lots of doable business ideas that you can easily duplicate. Secret home-based businesses are everywhere. The trouble is, most people don't even know they exist. The owners of Click here for more details ... |
More Articles About Customer Service ...
Understanding The Inner Workings Of A Customer Service Call Center
There is a lot more to a customer service call center then you might think. It is a complicated situation in which many different people, from different departments, must work together to provide uniform...
A Basic Overview Of Customer Service
In order to provide the best customer service it is important to know the answer to the question 'what is customer service'. It can make the difference between success and failure for any type of business...
Answering Common Questions About Call Centers
If you have never had to call into a call center then you are one of the very lucky ones. Most people have to deal with a call center quite a few times when it comes to a bill, seeking information or trying...
Recommended Resources:
Get More Sales Appointments - Sales Scripts Pro Turns Anyone Into A Cold Calling Sales Expert! Click Here ...
For more information about Customer Service-related resources, see our Business resources section, subscribe to our Business Newsletter containing news, updates and insider tips, or go to more articles about Call Center.
***
Related Topics ...
***
Search for more information on "call center" below:
You are here: Home » customer-service » Call Center Outsourcing - The Pros And Cons |
