Offshore outsourcing of customer service has been a really popular choice for businesses, but it’s getting bad press lately for hurting businesses reputation. Along with language problems, customers don’t appreciate when companies export jobs knowing that their friends and family are struggling to find jobs in the US.
While you’ll save money hiring employees abroad, your customer’s won’t appreciate the language barriers, knowing the person helping them is overseas or knowing that they could be working with someone that lives here and understands the culture better. Here is a look at whether offshore outsourcing could change your customer satisfaction or not.
Don’t Save your Money by Hiring Overseas
While you may be looking at the bottom line, it’s not worth the savings to your budget to outsource your customer service jobs overseas. In fact, customer satisfaction ratings are decreasing for companies that have chosen to offshore outsourcing activities.
The only way to potentially make it work is to ensure your outsourced employees have all of the information and authority to help customers to the full extent. The issue with that is that companies don’t want to give out customer information when they should be ensuring their customers’ information is secure.
Why it’s Better to Keep your Staff In-House
Choosing to outsource jobs such as customer service and reception to anyone outside the US and Canada is going to hurt your company’s customer service ratings. It’s not worth the savings when you consider the benefit of using that money towards quality employees that you can staff in person or through virtual receptionists around the US.
By the time you realize that outsourcing is hurting your company, your reputation may have already taken a hit. Consider the fact that when you’re outsourcing these jobs, you’re depending on someone to be technologically savvy, have a great personality on the phone, know how to resolve issues for customers and speak fluent language without a difficult accent.
That is a lot to ask of someone from another country who is not employed in your office and is from a different culture. You are much wiser to choose someone locally or nationally that speaks the same language, doesn’t have cultural differences from your customer base and thoroughly understands the company you are running. You won’t have to worry about confidentiality issues and you’ll be creating jobs locally.
Consider the hidden costs as well. While it may look like you’re saving financially, there are hidden costs of outsourcing that can affect the rest of your company. Firing employees to outsource jobs may hurt your other employees’ loyalty, morale and productivity. You’ll have to deal with different time zones of your outsourced employees which makes productivity more difficult. If you need to travel or have your staff travel for training and meetings, it will add up in a hurry.
When your customers have had a bad experience with your company and want it resolved, the last thing they want is another challenge in correcting the first problem. Have them work with someone in your office or a reliable virtual receptionist that will not cause additional problems in pleasing your customers. Otherwise, you may find yourself with a low customer satisfaction rating.