Merits And Demerits Of Call Center Outsourcing

  • Fri, 08/21/2015 - 02:25 by aatif

Merits And Demerits Of Call Center Outsourcing


Call Center Outsourcing become the trend between the different brands and businesses few past decade. Outsourcing is an alternative to in-house staffing. In outsourcing sending work to abroad due to cheap labor costs,reduced technology and equipment purchases, and bigger customer accommodation etc. But some businesses embraced outsourcing. Outsourcing also have some disadvantages. Before going to outsourcing every one should consider its merits and demerits. After the judgment of its SWOT(strength weakness opportunity threat) analysis choose outsourcing to deliver services to their customer.

Merits of Call Center Outsourcing


Reduce Cost

Outsourcing is a best way of reducing cost for call centers. Outsourcing reduce call center labor cost significantly by Outsourcing call center in under develop countries whose per ca pita income is low. Outsourcing also reduce call center operational and infrastructure cost and pay significant impact on profits by reducing cost.

Focus On Business

Outsourcing lessen your burden by outsourcing call center functions to third party. you can focus better way on your core business by reducing burden of talking and making call for business.

Eliminate Language Barriers

If your business is spread in whole world and you need to communicate with customer of different languages its become difficult to handle these varied languages customers. Outsourcing provide ease in this case. Outsourced call center agent are able to communicate in different languages.

Save Resources

Outsourcing major befits in call center is eliminate staff related issues. Outsourcing save your company's cost, time and headache of hiring, training, monitoring and managing the staff.

Demerit of Call Center Outsourcing


Risk Of Exposing Data

It is a drawback of outsourcing your confidential data is not secure. When organization outsource Recruitment services,HR services and payroll chance of exposing companies secret information to third party increase.

Hidden Costs

As we know that outsourcing is cost effective but some time hidden cost are included in a contract of outsourcing. Chance of threat increase when you make a contract across international boundaries.

Communication Gap

In outsourcing cultural and language barriers some time obstruct the communication procedure between an agent and a customer.
It negatively affects the turnover rate. Lack of customer focus also laying down the terms of service with its outsourcing partner.