Don’t Fall for These Business Process Outsourcing (BPO) Myths
Top brands always want what is best for their customers. This includes customer service. Many do not know or hesitate to explore a BPO Solution because they are afraid that the quality of service will be compromised. Let’s debunk the common myths of outsourcing your customer service to BPOs.
Myth 1
Heavy Accent: My reps will have a heavy accent and that's not what I want for my customers
FACT: Many excellent English speakers in the Philippines speak in a neutral accent. With careful recruitment and the right communications training, you can get talent who possess a good command of the English language.
Myth 2
Little to No Knowledge of the USA: Your offshore reps will have no understanding of what it’s like in the US.
FACT: Many Filipinos are highly educated and aware of the culture in the United States, and most reps have previous call center experience, so their understanding of the US Culture is well-established.
Myth 3
Limited Hours of Operation: My offshore reps will not work in the same time zones as stateside operations.
FACT: Big cities like Manila, Cebu, Cagayan De Oro, Baguio, and Davao have call centers that operate 24/7. These cities never sleep, and team members will be in and out of the office all day and night. Call Centers operate based on your hour needs, regardless of time zone differences.
Myth 4
Savings on Operational Costs: I can save up to 50% of my operational costs when outsourcing to a BPO.
FACT: In some cases, businesses see an estimated reduction of 66% annually per FTE or roughly $58,000.00.
Myth 5
Possibility of Transition from Onshore to Offshore: We can move our Customer Service Operations completely offshore.
FACT: Many fast-growing brands have moved all of their customer service operations offshore, and CSAT scores are more than 85%. They find no difference in quality by moving their support operations offshore.
Outsourcing to a BPO and trusted Call Center Partner is the best solution for your brand, ONLY WHEN you choose the right Call Center to represent your brand.
SupportZebra values the intricacy and sensitivity of your operations, and your brand reputation carves a path to your future as a business. With SupportZebra’s Premier Onboarding and Innovations Team, you can expect nothing but the best when exploring outsourcing your customer service operations.
Ready to enhance your team with top-tier call center new hires? Contact SupportZebra today to discover how our expert solutions can streamline your hiring process and improve customer service.
