Top brands always want what is best for their customers, including customer service. Many do not know or hesitate to explore a BPO Solution because they fear the quality of service will be compromised. 

Let’s debunk the common myths of outsourcing your customer service to BPOs.  

“My reps will have a heavy accent, and that’s not what I want for my customers. We will have to do with reps with a very heavy accent.”

The belief that outsourced services have strong accents stems from cultural biases about non-native English speakers. Many workers undergo extensive language training and accent reduction to improve communication and connect with customers. This training enhances their language skills and confidence. Successful outsourcing examples show that a strong accent does not impede effective service, and businesses prioritizing language skills and customer service can boost customer satisfaction.

“My offshore reps will have no understanding of what it’s like in the US.”

Filipinos have a solid education and experience in call center jobs, making them familiar with American culture. Through thorough training, teams in the Philippines, especially those working in outsourcing, gain a deep understanding of American customs. Their background in customer service helps them know what American consumers expect and how they behave. This cultural knowledge improves service quality, engagement, and satisfaction by adjusting communication to fit social norms and cultural references.

“My offshore reps will not work in the same time zones as US stateside operations.”

Outsourcing firms in major Philippine cities like Manila, Cebu, and Davao operate 24/7 call centers, challenging the notion that outsourced teams work only during specific hours. This round-the-clock support enhances customer satisfaction, speeds up response times, and reduces downtime, benefiting businesses with global operations. A dedicated team ensures consistent and reliable assistance.

“I can save up to 50% of my operational costs when outsourcing to a BPO.”

Outsourcing can reduce operational costs by up to 66% per Full-Time Employee (FTE), roughly $58,000 annually. However, savings vary based on service quality, the outsourced team’s skills, and the business’s needs. Poor service can incur additional costs, while lacking expertise may lead to delays. Outsourcing may not be suitable for companies requiring strict control over sensitive data or processes due to security or regulatory concerns.

“We can move our Customer Service Operations entirely offshore.”

Transitioning from onshore to offshore outsourcing is challenging and requires careful planning and management. Key elements include establishing strong team communication, addressing location and time zone issues, and ensuring effective knowledge sharing and training. Offshore teams must understand the company’s products and processes. A strong partnership with clear agreements on service levels and performance indicators is essential. Success in offshore outsourcing hinges on thorough planning, execution, and ongoing management.

Outsourcing to a BPO and trusted call center partner is the best solution for your brand, but only when you choose the right call center to represent your brand.  

SupportZebra values the intricacy and sensitivity of your operations. Your brand reputation carves a path to your future as a business. With SupportZebra’s Premier Onboarding and Innovations Team, you can expect the best when exploring outsourcing your customer service operations.  

Contact SupportZebra today to discover how our team can improve your customer service and support your business growth.