This Day On The Street
Continue to site right-arrow
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
TheStreet Open House

8 Reasons Why USA Call Center Work Should Not Be Outsourced Overseas

SEATTLE, March 27, 2013 /PRNewswire/ -- Bad telephone branding is exemplified by many irritating situations that are commonly encountered when making a call: no answer, busy line, an abrupt "Hold Please", voicemail "jail", or an overseas call center agent you can't understand, just to name a few. Most companies cite cost savings as the reason for offshore call center outsourcing. However, Sound Telecom, a leading provider of USA-based call center services, asks if cost savings is worth sacrificing quality and branding image?

While overseas outsourcing can be appropriate, it is repeatedly fraught with problems that greatly outweigh the simple goal of getting the work done for the lowest price.  

Here are 8 reasons why it is typically a bad idea to outsource call center needs to a call center located overseas.

1.       Language Barrier

The problem here is simple, callers do not want to talk to people who can't understand them and to people they can't understand.

2.       Cultural Barrier

Hey, let's face it; cultures differ in many ways.  Our traditions, colloquialisms, holidays and customs are as difficult for overseas call center agents to understand as it is for us to understand theirs.

3.       Privacy Issues

In today's world of heightened security requirements; what's more important, cheap labor or exposure to security issues? It is vital to consider sending sensitive customer information like social security, financial and medical data offshore. While privacy laws are relatively new in the United States, they are almost nonexistent in many foreign countries.

4.       Security Issues

Even in foreign countries that have legal protection for data theft and security issues, the actual numbers of prosecutions are minimal.  Also, in the United States new-hire background checking and interviewing is common, but that is not always the case in many foreign countries.

5.       Regulatory Issues

An offshore service provider may have the contractual obligation to protect data for USA citizens, but there is no statutory obligation or cybercrime law which hinders or prohibits law enforcement assistance or prosecution for callers or the outsourcing company.

6.       Poor Customer Service Training and Skills

Talk with a veteran call center professional or consultant and learn that overseas call centers seek customer service and skill training from the USA call center industry.  There's a reason for that!  This is epitomized in the amusing movie Outsourced starring Josh Hamilton and Asif Basra.

7.       Accessibility for Training and Onsite Visits and Oversight

It is difficult, expensive and untimely to send team members to an offshore location for the valuable interaction and collaboration needed between outsourcer and outsourcing teams.

1 of 2

Check Out Our Best Services for Investors

Action Alerts PLUS

Jim Cramer and Stephanie Link reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

Jim Cramer's protégé, David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
Try it NOW
Try it NOW
Try it NOW

Check Out Our Best Services for Investors

Dividend Stock Advisor

Jim Cramer's protégé, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
Try it NOW
Try it NOW
Try it NOW
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!

Markets

DOW 17,164.95 -251.90 -1.45%
S&P 500 1,994.99 -26.26 -1.30%
NASDAQ 4,635.24 -48.1670 -1.03%

Partners Compare Online Brokers

Free Reports

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs