Outsourcing Support Do you agree with it?

[Marks]

What are your views on these larger businesses outsourcing their Customer Service to the less economic stable countries?

 

[webfreak08]

Without outsourcing, American companies could not compete in the global marketplace. Either we lose jobs or we lose entire businesses.

 

[Artashes]

Bold statement there, Marc.

My perception is this: if clients are important to you, I would advice exercising control over your relationship and the quality of customer service you provide. If you can afford feeding them anything less than desired by your own personal standards, then by all means, save your company money by outsourcing.

 

[webfreak08]

Bold statement there, Marc.

I'm speaking in general terms, not any one specific company or industry. Of course, I'd much prefer to hear someone who speaks English fluently rather than someone who learns English only to talk on the phone.

But, yes, in general terms, how can a company compete while having to pay a minimum wage to its workers with one that can get relatively the same work for a fraction of the cost?

 

[Exon]

By letting your customer's know that you support their homeland and don't outsource to other countries. Let your customers know they'll get an English speaking support desk, and they will feel better giving you the increased cost every month.

 

[Sapphira]

I'm kind of in between on this... I don't disagree with it, but I don't completely agree with it, either. I checked "agree" though, because I have more positive thoughts on the matter than negative ones.

From a business standpoint, I can see how it would be less expensive to outsource, especially at startup. Some would argue that if you can't afford quality, then you shouldn't be in business... and while that's true to an extent, you have to start somewhere and the situation will be different for everyone.

I think outsourcing is one of several good options available. Every business has different needs, so what might work for one business may not work for another.

 

[ANMMark]

I personally think internal support should always come first, and outsourced support should only be considered as a backup.

When you outsource to another country, you're not just eliminating jobs for those in your country, but ultimately you are killing your entire business by killing the economy in which your business resides.

A business is only as good as the people behind it.

 

[Fastian]

I personally think internal support should always come first, and outsourced support should only be considered as a backup.

I agree with this. First you need to try everything you can to support your customer. You support officials will understand your way of doing business better than any other company. So, with your own support team, you are pretty much in control on your whole setup.

The outsourced should always be considered as backup OR when you think that you will get better results with it. Outsourced is not bad in point of view, but I think in this way, you have to pay for their mistakes as well.

Just my $0.02

 

[Nobull]

I was wounder the same thing if outsourcing was a good idea for after hours support and been tossing around the idea. I'm glad to others views on this and I think the hardest part is finding one that is outstanding and would trat the customer with the high standing we do.

 

[hostechsupport]

All what matter's is the quality support you provide, If you can get it in affordable price paying your inn house team than nothing is better than that, But in case if you get same support from an outsourced company then this idea is also not that bad...Not all the five fingure are same

 

[Jim2Macs]

Although I would never say anything against someone that decided to outsource their support, we never have and it's very doubtful we ever would.

 

[Jade]

From a perspective of a customers view, I have to say that I prefer in house support. I really don't like talking to someone who I can't understand and doesn't understand me.

I have had this several times and it takes twice as long to get the problem solved.

This is just my personal experience.

 

[Marks]

I really don't like talking to someone who I can't understand and doesn't understand me.

True, but not all people in the United States have fluent English. (Then again if your doing Phone Support a requirement would probably be fluent english )

 

[hostechsupport]

From a perspective of a customers view, I have to say that I prefer in house support. I really don't like talking to someone who I can't understand and doesn't understand me.

I have had this several times and it takes twice as long to get the problem solved.

This is just my personal experience.

There's only one language spoken in common all over the world and that is english.So it totally depends on what and which company you choose if you want to outsource your work.If your choice is right then there's no problem with language or understanding the language.Thing is you should only have techs who have a good communication skill and convincing power .I always say "Not all the five fingures are same".

 

[fdcservers]

Right or Wrong has little to do with it.

Big business is always going to follow cheep labor

 

[lnxcode]

Outsourced support is cool. However, its not like having your own support. The 3rd party ppl dont always know then your customers get angry etc... so just have to pick one carefully....

 

[Trexhost]

Outsourcing has always been something that as a user stated above, should be used as a very last backup. Not only does most of the outsourcing create customer service related problems, it also puts the business at stake in the hands of people who have no true knowledge of your business, and the special touches that keep it seperated from the rest.