Addressing the challenges of customer support outsourcing with the right solutions helps businesses achieve success with outsourcing.
October 24, 2016
Originating from the period of the industrial revolution, outsourcing has slowly evolved into a well-developed business strategy. Among various fields, customer support outsourcing has gained the most traction with its benefits of better brand value and business revenue.
Though outsourcing has brought in many benefits for different industries, it created many new challenges for businesses as well. Some of the common challenges faced by any industry opting for tech support outsourcing are discussed with feasible solutions for each.
In-house Employees Churn
When a business prepares itself for outsourcing, it creates a negativity about the career growth of existing in-house staff. The sense of uncertainty among employees causes them to migrate to other companies where they can feel safe for the future. Of their employment.
Solution: By outsourcing customer support, organizations do get some employees axed, and there’s not much they can prevent this. But, in order to prevent other staff from getting the negative feeling, companies can form an internal center to address employees’ concerns, help them overcome their fears, improve their expertise, and ensure a better growth.
Choosing the Service Provider
Selection of the customer support outsourcing service provider is a vital factor, which decides the future growth of the business. Any breach or incomplete evaluation while choosing the right service provider can lead to unwanted frustrations and poor business results.
Solution: Organizations should strictly adhere to their business needs while finding a vendor to deliver their services. Carefully considering all the terms of the contract helps prevent future hassles, and you should go for a trial or a test run, before signing a fill term agreement.
The culture of outsourcing tech support service providers plays a vital role in the future of the business. Cultural anomalies are of two types, country-region-specific and corporate-specific, which organizations find difficult to tame.
Solution: Before outsourcing, you should evaluate the impact it will create to hire a service provider of a different culture along with the complexities of the process. However, a multi-cultural learning program can be organized to attain synchronization and coherence between both the parties.
Businesses Tend to Outsource & Forget
After assigning a non-core business task to an external agency, organizations tend to forget or set them free from the responsibilities of the process. This is not considered as a good practice and can cause negative business results.
Solution: Even after delegating a third party service provider for a non-core or a non-critical process, it should be evaluated for its results and business benefits. A refined monitoring process should be defined to keep on how the outsourcing agency delivers the services.
Unclear legal implications of a contract cause a fuss for both the customer support outsourcing service provider and the business owner. Overlooking legal issues causes failures or poor results with outsourcing decisions.
Solution: Both the parties should carefully understand and adapt to the legal legislation applicable. This helps create an informed outsourcing decision, improving the chances of success with the outsourcing service.
Outsourcing delivers some of the greatest business benefits to various industries, like cost-saving, enhanced service quality, and others. Taking a note of the challenges to a successful outsourcing, and addressing them with the right solutions can help organizations reap all the benefits.
Stories by Siddarth Sharma