3 Popular Misconceptions of Outsourcing Customer Service

Outsourcing may have been an option not long ago, but now, it is the norm that businesses, whether large or small, have adopted in their respective organisations.

 One of the popularly outsourced processes these days is customer service, and the benefits of doing so just keeps on pouring. Examples of the benefits of customer service outsourcing are:

• Immediate customer service round the clock
• Increased efficiency and productivity
• English competency can be guaranteed 
• Inexpensive form to show that you care
• Reduces your workload to half or even more

Despite these benefits of customer service outsourcing, there are still quite a few misconceptions that surround the practice. And in this article, popular misconceptions will be discussed and a short explanation will be included as well to debunk it. 

1. Language barrier: While it is true that language skills are embarrassing problems in some outsourcing destinations, there are also countries that boast their language skills as their pride and glory. In the Philippines, for instance, customer service agents' strong command of the English language is their selling point as evidenced by many companies that choose to have their customer service needs filled up by Filipinos. You will be surprised at the number of Filipinos who appear to be native Americans or native Australians on the phone. The resemblance can be uncanny.
2. Quality is compromised: It is important to note that just because outsourcing customer service worked for other companies, it does not mean that you can expect the same for your own organisation. Like any process or transaction you engage in for your business, your time for training is an investment that you should not underestimate. Invest in good training so that the quality of the calls will not be compromised. Either you conduct the training yourself by visiting your outsourced destination or entrusting the training in the hands of the contact centre who will be managing your offshore site. At the end of the day, the quality of the call is highly controllable.  
3. Training will never end: For business owners, it is important that their employees get their rhythm. While there are skills and knowledge that are generic, there are specific details about their skills and knowledge that they want their employees to be trained in, and this goes to both in-house and offshore employees. The truth is, business owners need to spend only on the initial training provided that they hire the best agents their contact centre of choice can find. And this is not hard to do considering recruitment and screening can seamlessly filter out the best candidates from their long list of confident hopefuls and so-so applicants. Also, investing on training documents that can be replicated for the use of your offshore employees is not that big of a price tag to pay. 

Outsourcing customer service may have its own hits and misses, but that should not be a reason for you not to consider outsourcing as part of your business plan. And by debunking these misconceptions, it is hoped that outsourcing your customer service needs will be put in a more favourable light. 

Tips on How to Get Hired in a Philippine Call Centre

Call centres are ubiquitous in the Philippines. Considered as an outsourcing capital because of the cost advantage and the overflow of talent, it is more than enough reason for foreign companies to invest their call centre and back office operations in the said country.

If you are fresh out of college and looking for a job, consider starting a career in the corporate world as a customer service representative. How should you prepare and compose yourself for this kind of job title?

First, you should have high computer IQ. Since the job requires you to use the computer for processing and documenting your calls, you need to be knowledgeable about computers and not just the phone. Know the basics of how to operate a computer and how to use applications that will be used for documentation. You do not have to possess mad computer skills like programming and coding. The basics suffice.

If you need to sharpen your computer skills, there are a variety of tools that you can use online for free. Some call centre Philippines conduct a typing speed test also so prepare for it with free tools that you can find online.

Second, you need to sharpen your communication skills. Since you will be talking to customers located on the other side of the globe, you need to be fluent and comfortable communicating in their language, English. Practice your fluency, grammar and intonation. While mimicking an accent is not required in some call centers, it can be plus points for you when you apply for the job.

Below are suggestions that can help you sharpen your communication skills for the interview and before you start working on the floor. 

• Look for training tools online. It can teach you how good communication sounds like. These tools also provide tests that will assess how your communication skills fare and pointers to help you improve.
• Watch the news. You can pick up a few pointers by watching news anchors deliver the news. Notice how they enunciate their words and the tone their voice takes. 
• Listen to podcasts. 
• Read English books and magazines. 

Third, understand what customer service entails. Since you have no experience yet working as a customer service representative, you need to know what this kind of industry will require you to do. 

The principles of customer service delivered physically are quite similar when delivered over the phone. What are examples of these principles?

Customer service is making sure your customers are satisfied when they request an answer or assistance from you.

• Customer service is having that friendly, courteous and helpful demeanour. These traits can be translated over the phone through voice modulation and tone of approach.
• Customer service is doing everything you can so the customer does not leave or put down the phone dissatisfied with the absence of answers. 
• Customer service is an extension of the company. The way the call is managed is representative of the company as a whole.

Definitely, there will be training conducted once you get hired, but it does not mean that you should not do any form of preparation on your end. 

Being a call centre representative can open a lot of doors for you in the future and it is worth considering if you are starting out as part of the workforce. Perform well and you can inch your way up the corporate ladder, take up a managerial position and flourish your career even further.