Why do U.S. companies outsource customer service?
U.S. companies outsource customer service primarily for cost reduction, access to a diversified talent pool, and 24/7 customer support. Offshoring to countries with lower labor costs can significantly cut operational expenses.
Additionally, outsourcing gives businesses a broader talent pool equipped with excellent multi-language skills. Plus, spanning different time zones facilitates constant customer engagement, ensuring issues are addressed promptly and effectively.
What are the risks involved in call center outsourcing?
When it comes to call center outsourcing, there are several potential risks that companies need to consider: