Managing The 3 Risks Of Customer Care Support Services

It is well known that outsourcing customer services to offshore vendors brings huge benefits for organizations. Cost benefits make it a really lucrative venture for organizations. The overhead costs are greatly reduced and the overall performance of the business as a whole is enhanced. However, there are certain risks also that are associated with outsourcing. In order to enjoy the benefits of outsourcing one has to manage the risks associated with it. Until and unless you manage the risks properly you won’t be able to get the benefits from this activity.

Outsource Customer Services

Here are the 3 biggest risks associated with outsourced services along with some tips to manage them efficiently:

1: The Security Risk: In order to do your tasks, the offshore vendor would require some of your business data. This data would also include some sensitive information that cannot be divulged to any third person. You need to make sure that all your data is kept fully secured and safe from any damage or misuse. The best thing to do would be to ask the vendor for the security protocols and methods they use at their contact centers for safeguarding the data of their clients. There should be both physical as well as electronic ways of keeping the data secure. Proper authorization and authentication protocols must be in place to avoid access of data by unwanted people. Moreover, you should also ask the vendor to sign a non-disclosure agreement with you so that you also have some legal documents to ensure the security of your data.

2: The Risk Of Poor Performance: Usually, you won’t be present at the site from where the customer services will be delivered. This could create the risk of poor performance from their end as they might not give full attention to your process. There are usually many processes that are managed at a call center therefore the vendor might not give full attention to your process because of which your customer services will have to suffer. It is suggested that you setup a small in-house team whose only task would be to monitor all things done at the vendors end for your task. You should include few quality analysts in this team so that they can do regular quality checks. Further, you also send someone from your own team to go and supervise the things at the vendors end.

3: The Disaster Risk: Natural disasters can occur at any place and at any time. No place is 100% secure from natural disasters. Further there are certain disasters that can be caused due to human errors too. If such a disaster occurs at the outsourcing site then you are in deep trouble. There have been incidents where organizations had to shut down because of such calamities. You need to make sure that all your data is properly covered and secured under your disaster management scheme. Ask the vendor about the steps and procedures that they follow in such conditions. They must have a data backup plan through which all the data of their clients is saved at some remote site through a data backup process.

If you are able to manage all the 3 risks mentioned above then you can outsource your customer services to offshore vendors without any second thought. The important thing to keep in mind is that you need to partner with the right contact center service provider who can remove these risks and also deliver superior customer care services at the same time.

How to Chose The Best Call Center For Your Outsourcing Needs

Whether you are large enterprise or a medium sized organization, there must be various business tasks that do not fall under your core activities. These processes are best managed by people who have experience and expertise in them. Outsourcing your business requirements to offshore call center service providers is the right way of getting such things done. However it is critical that you hire the right vendor for your requirements.


Here are a few tips to help you hire the best partner for your call center needs:

The Types of Services That They Offer: It is always best to partner with someone who offers a wide range of services under one roof. As your business grows so will your requirements. If your existing partner could offer all the services then it will highly convenient and cost effective for you in the future. Ideally, a call center should offer phone answering services, customer care support, telemarketing, order processing, back office and help desk support services.

The Years Of Experience: Higher the experience, better the services. Always remember, it takes time to learn the tricks and crafts of any business. A long existing vendor would definitely offer better solutions that those who have just started in the industry. Ideally, an experience of more than 10 years is trustworthy and credible.

The Cost Factor: The main reason behind outsourcing business processes to offshore vendors is to save money. However, this should not be the main factor when selecting a vendor. It is better to spend a little extra and get good services rather than save a little and suffer in the future. Compare each and everything before you select a service provider.

Destination India: While there are call centers services providers all over the world but the ultimate destination is India. The Indian call center industry is largest in the world and offers un parallel advantages to organizations that outsource work here. It is suggested that you always consider somecall center service providers in India while outsourcing your business processes.

It is always better to do some research and analysis before making such decisions. An outsourcing partner is an integral part of your whole business functioning therefore it is necessary that you have the best one for your business.