Sound Telecom, a nationwide provider of Telephone Answering Services, Call Center Solutions and Cloud-based Phone Systems today announced its President, Michael LaBaw, published a new article; âEight Reasons Why USA Call Center Work Should Not Be Outsourced Overseasâ.
Seattle, Washington, October 24, 2013
The article describes how itâs easy to identify bad telephone branding and what not to do whenÂ branding the telecommunication channelÂ by simply assessing the many irritating situations encountered daily while using the phone. These unpleasant occurrences include the phone ringing with no answer, calls delivered into âvoicemail jailâ with no way out, lines ringing busy resulting in repeated call attempts, phones answered by hurried, agitated or rude receptionists, an abrupt placement on âholdâ for what seems like an eternity, a caller relegated to dead silence while holding with no music or message, noisy cell-phone connections and reaching an agent that the caller canât understand because the call is outsourced overseas.
Unfortunately, these experiences are commonplace. Businesses often fail to remember that branding encompasses every impression they make on their customers. Leaving phone answering and the call center component out of the branding equation is a crazy thing to do. The focus of this article is on the last of these irritants, the outsourced offshore call center.
It is important to understand that there are applications where offshore and near-shore outsourcing work well, but it is easy to conclude based off of experience and intuition that they are few and far between. What is the typical reason that companies outsource their call center needs offshore? The obvious answer is the right answer: cost savings.
While overseas outsourcing is often appropriate, it is repeatedly fraught with problems that greatly outweigh the simple goal of getting the work done for the lowest price. The adage is well known, âyou get what you pay for.â Everyone has had the experience of talking to an agent overseas that canât be understood and who doesnât understand the callerâŚnot only is the language barrier a factor, but the cultural barrier is in play as well.
The article outlines eight reasons why it is typically a bad idea to outsource call center needs to a call center located overseas.
1. Language Barrier
Itâs common to hear complaints about communication failures when discussing conversations with agents in overseas call centers. Why is that? Itâs simple; callers do not want to talk to people who canât understand them and they do want to talk to people they canât understand.
2. Cultural Barrier
The inescapable truth is that the cultures of the United States, India and the Philippines differ in many ways. Briefly take a look at the Indian culture. They have a problem saying ânoâ, often feel uncomfortable giving bad news, donât understand American colloquialisms and donât have any comprehension of holidays and customs in the United States, just as most Americans have no comprehension of theirs.
3. Privacy Issues
Not many people are comfortable with their social security number, financial and medical information floating around in a foreign country, and for good reason. In todayâs world of heightened security requirements; whatâs more important, cheap labor or exposure to security issues? It is vital to consider sending sensitive customer information offshore. While privacy laws are relatively new in the United States, they are almost nonexistent in many foreign countries.
To read the complete article, please view here:
About Michael LaBaw
Michael LaBaw is President and founder of Sound Telecom, a leading twenty-seven year old call center outsourcer and is a frequent contributor to the Sound Telecom Blog,Â http://www.sound-tele.com/blog/Â which is designed to impart useful business information to businesses and entrepreneurs.
About Sound Telecom
Sound Telecom is a leading nationwide provider of 24-hour Telephone Answering Services, Contact Center Solutions and Cloud-based Phone Systems professionally serving customers since 1986 with USA based agents. For more information, please visitÂ http://www.sound-tele.com.