Call center outsourcing can help companies save money, reduce their internal workloads, and provide better experiences to customers.

But there are many business owners who have misconceptions about what hiring an outsourced contact center entails. Some of these common call center outsourcing myths may prevent you from experiencing the full value that outsourced call centers have to offer.

So, with that in mind, we’ve created this article. It highlights 7 of the most common call center outsourcing myths to help business owners gain a clearer insight into the outsourcing process.

Let’s get into it.

1. Outsourced Call Centers Can’t Provide the Same Experience as In-House Support

There are a lot of people who think that outsourced call centers are inherently inferior to in-house customer service teams. But the opposite could actually be true.

Nowadays, outsourcing companies specialize in providing the best service possible in their niche. That’s all they think about. Whereas you, as a business owner, have to consider all of the different components of running a business.

The bottom line is that outsourcing companies are able to dedicate more of their time and energy to providing the best possible customer experience for your brand. You can’t do that in-house.

Of course, quality varies considerably depending on the outsourcing firm that you hire. If you need help making sure that you select a quality outsourcer, The Cattalyst can help with a free consultation.

2. Call Center Outsourcing is Prohibitively Expensive

The idea of hiring a full-service independent team to handle all of your calls can sound like it would be incredibly expensive. But most companies save money by doing so.

The reason for this is that you’re often hiring employees in other countries, where the cost of living and wages are both lower. These employees speak excellent English and provide perfect customer service to your clients. They just do it at a lower price.

Plus, with outsourced call centers, you’re able to scale up and down as your business needs change. This gives you the complete financial flexibility to ensure that you’re only paying for the exact number of agents that your company needs at any given time. There’s no way to do that with in-house employees.

3. Outsourcing Requires You to Give Up All Control

Lots of employers also think that when they outsource their call team, they’re giving up all of their control over how that team is run. But that’s another entirely untrue myth.

When you outsource your call center, you’ll be able to reach out and instruct the person who runs the call center team as often as you need to in order to guarantee the results you’re after.

For example, if you want the call center agents to use a certain script, that’s something you can specify. You can also instruct them to use certain kinds of language in general or offer specific resolutions for customers who call with complaints.

The bottom line is that you can still request anything that you want after you’ve outsourced your contact center. You won’t have lost your control over that part of your business; you just won’t have to exercise that control unless it’s necessary.

4. Your Business is Too Complicated to Be Outsourced

Call center outsourcing providers today are capable of handling nearly any business. Whether you’re a technology company with a challenging product or an appliance manufacturer with complicated troubleshooting steps, there are contact centers out there that are capable of fulfilling your needs.

The key is looking for a contact center that specializes in the specific niche that your business operates in. Doing this will make it much easier for the team to satisfy all of your requests and reach all of your goals.

5. Call Centers Are Only for Big Businesses

Small companies are able to benefit from call centers as well. There’s a misconception out there that you need to be a business of a certain size to make outsourcing cost-effective. But that’s not true anymore.

Often, outsourcing centers are happy to provide small businesses with a fewer number of call representatives. That way, you’re able to hire the number of people you would

want to hire in-house while still being able to benefit from outsourcing, even if your footprint is relatively small.

6. Outsourcing is Only a Bandaid Solution

There’s another idea that business owners have, which is that they will eventually outgrow outsourcing. And so, they reason, why not just start building an in-house solution today?

The truth is, it’s nearly impossible to outgrow an outsourced call center. Most providers are able to scale with your company, regardless of how large it eventually becomes.

That means you can set up an outsourced call center as a small business and stick with the same provider throughout the lifespan of your company. You won’t have to eventually hire in-house reps ever if you don’t want to do so.

7. Call Center Outsourcing Providers are Difficult to Work With

A lot of people also believe that outsourcing representatives are difficult to work with. That may be true for some providers, but there are good ones out there as well that will make it easier than ever for you to manage your customer service team.

The best outsourcing providers take work off of your plate instead of adding more to it. Sure, you’ll have to communicate with them sometimes, but in exchange, they’ll oversee your entire call center for you.

The bottom line is that if you choose the right provider, your job will become easier – not more challenging. That’s a big reason why outsourced contact centers can be so beneficial.

Things to Keep in Mind When Outsourcing

Even though outsourcing can be a highly effective solution for a company’s contact center, there are still things you should keep in mind before proceeding.

Make sure to consider each of the following factors to give your outsourced call center the best chance of succeeding.

The Provider You Choose is Everything

First, it’s super important to ensure that you select the right provider for your company’s needs and goals. That may mean choosing an outsourcing company that specializes in

your industry. Or, it may just involve selecting a partner who you feel you can communicate with efficiently.

Regardless, it’s important to take your time and think carefully before choosing an outsourcing provider. These people will lead the teams that engage directly with your customers, so you need to be able to work with them effectively.

Your Call Center Outsourcing Strategy Can Evolve

It’s also worth remembering that you don’t have to create the perfect final outsourcing strategy from day one. Often, a company’s outsourcing tactics will evolve as its needs change and employees understand how to use outsourcing in more effective ways.

This is another reason why it’s important to have a partner on board who can answer your questions and help you brainstorm solutions to any problems that you experience. Doing so will ensure that you get the best possible experience throughout the entirety of your outsourcing strategy.

Make Sure to Ask About Resources and Technology Before Hiring

The different kinds of resources and technology that an outsourced contact center is equipped with can vary significantly. If you want your customer service reps to have access to a certain type of technology or resource, then it’s important to ask about that during the hiring process.

For example, maybe you want to make sure that call center reps have access to computers to look up solutions quickly during customer service phone calls. Whatever it is, just make sure you’re upfront about it so you don’t make the mistake of hiring a company that can’t satisfy your needs.

Ask for Recommendations

Hiring an outsourcing team is an extremely important decision, since these employees will be engaging directly with your customers. That means they’ll have a direct impact on your brand’s reputation.

This is why it’s typically a smart move to ask for recommendations from a contact center team before hiring them. Any reputable outsourcing provider will be able to give you some references of companies that they’ve worked with in the past.

You can reach out to these companies to confirm that the outsourcer you’re looking at has a track record of providing excellent customer service outcomes. Doing this will help you avoid inadvertently hiring a poor fit.

The Cattalyst Can Find Your Ideal Outsourcing Solution

Do you run a company that’s considering outsourcing its call center? If so, why not get a free consultation from an expert?

At the Cattalyst, we have decades of experience providing companies of all sizes and industries with outsourced solutions in customer service and sales. Whether you’re just starting to consider outsourcing or you’re ready to hire a team, we can help you come up with your ideal customized solution.

So why wait? Get in touch with us today for a free consultation.