In our previous article we tackled the advantages of outsourcing as an alternative and reliable business tool, in this segment we address the darker side of the moon, the common complications and issues concerning offshoring. While we still highly recommend that organizations consider BPOs to offload risks and control overhead expenses, there are certain mishaps that everyone must be prepared for.
Cheap is Cheap
Quality should always be a top priority as revenue is deeply affected when the output performs below expectations, this is due to the 3rd party's lack of expertise and experience. While there are innumerable offshore centers plying their unique services on reputable business sites, not everyone can cater to the needs of your clientele, a trait most entrepreneurs miss out on when they are instantly swayed by the low offers.
Working with an offshore call center requires time and patience, staff need training, equipment regularly tested and guidelines laid out, this is to prevent issues from completely damaging both reputation and revenue. Relying on cheap offers to fulfil their guarantees is attempting to walk on water, it's not likely to happen.
Culture and Communication
The BPO sector in third world countries are known for providing jobs to the impoverished majority. However, a great number of those employed in the industry have no college degree and lack the understanding of North American culture. This results in poor communication and comprehension skills, which in turn affects sales performance and generates negative feedback from dissatisfied customers.
Having a distinct accent may impair one's performance as well, as certain dialects upon being identified as foreign are easy targets for discrimination. While most aren't driven by their racial views, conversing with a customer support with limited vocabulary could further complicate problems and antagonize further a complaint for not being resolved in a timely manner. The growing shift from India to the Philippines in recent years has been linked to more companies masking their workers' identity by hiring workers with American accents and knowledge of local idioms.
Lack of Product Knowledge
When offshore centers employ the least qualified person to handle difficult scenarios, there is no possible scenario where the outcome will appear favorable for the customer, the client or the center. Organizations that decide to outsource, should not immediately expect third party companies to comprehend everything in a single call. Even the best employees require training, how much so with those completely detached from your corporate headquarters. Without proper orientation, careful selection and product mastery, what help is your customer hotline expected to extend?