Is outsourcing customer support really worth it?

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Companies often think that they can increase the number of customer support staff by outsourcing their call centers to India, Indonesia, Ukraine, etc. However, although the labor costs in these countries are much lower than those in Western Europe, the United States, Japan, etc., the quality and capabilities of the service from the outsourced department cannot match those of their own staff.
Long distance, hands-off management can be quite difficult unless the organization has the resources to provide a reliable manager to control everything during the operation. Take a look at the table below to find out why companies outsource.


Improving service quality is a viable reason only for about one-third of companies that decide to take such a step. It should not be forgotten that the quality of service is directly linked to increased sales, reduced churn, etc. So, if you decide to outsource a service, be very careful and choose only talented cream of the crop, or avoid hiring people who will be in direct contact with customers. Thus, outsourcing your design team, copywriters, technical personnel or IT staff may seem a better option than choosing to outsource support. You want those staff to be nearby.
What to have and what to use

We are moving from administrative decisions to a more belgium telegram database technical aspect. This is about employee empowerment and handing them the keys to cutting-edge, multifunctional and adaptable tools. If your support staff has these tools, they can interact with customers, understand their problems better, work towards their resolution, find better answers to their questions or find creative solutions to their problems.
When it comes to must-have customer service tools, live chat is the first to come to mind. While anyone can set up and run social media accounts, having live chat on your website provides a more professional service. We'd be lying if we said we don't recommend it. Atomic is the go-to for this job .