Call center services are among the most outsourced functions and departments of numerous businesses in initial world nations. From banks to electronic parts manufacturers to satellite TV providers, most if not all of them have probably gone through call center outsourcing and are maintaining an outsourced arm somewhere offshore. But why are such services like telemarketing companies or collections divisions of huge corporations being outsourced? What makes these services prime candidates for outsourcing?
The typical factor in most of these outsourced services is that they revolve around communication. Communication through the phone or VoIP or Chat, whatever it is, the clients of the businesses involved need to talk to a representative of the business to get what they're after (or vice versa, like in collections). For this reason services that focus more on communications are outsourced; services like these mentioned here:
Customer support functions: from inquiries to account issues to service related issues. Call center services that revolve around customer service through over-the-phone contact are by far the most common form of service that is outsourced, and for great reason.
The countries being outsourced to have a workforce that is literate, and fluent in the English language. Combine that with the fact that these countries have very low exchange rates to first world countries, and you get acceptable service standards (when it comes to communication in English) with lower expenses (when it comes to operational costs).
Technical support functions: although customer support responsibilities often also apply to technical support, the actual field of the "technical" goes beyond the normal scope of customer service. The same concept applies, the company outsourcing their technical support arm not only gets acceptable service and performance standards, but also pays much, a lot much less for it. Not only that, but they also get to take benefit of a workforce that's naturally keen on the technical and methodical (like how individuals in India are great at computers), as a result bolstering customer service even more.
Telemarketing functions: Aside from customer service and technical support, this is also a common function that is outsourced to other countries. It's not that people from other countries are better at selling stuff, it's just that training them to be great at it , again, is a lot cheaper.
Once more, the duo of reduced operational costs and sufficient English fluency is the main factor here. Not only that, but when it comes to telemarketing training which a company can choose to be as extensive as they like, they wont need to worry about spending too much on training simply because this is also outsourced.
There are a bunch of other roles and functions (also as sub-roles and supporting functions) which are commonly outsourced and developed offshore from the primary body of the company. Today the benefits are really showing themselves, but in the beginning of the outsourcing trend a great deal of maintenance and sustainability problems had to be dealt with-and there are still some of them left to be tackled. But being more than a decade old, outsourcing call center services has been stabilized and standardized to the point that sooner or later, a successful business will have to think about it.
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