Outsourced Customer Service: 6 Common Misconceptions

In this ever-competitive business-scape, companies are continually seeking ways to optimize their operations and enhance customer satisfaction.

After all, an estimated 60% of business leaders contend that well-defined customer service protocols are key to customer retention.

For forward-thinking businesses, optimized outsourced customer support has emerged as a strategic solution, offering numerous benefits. However, despite its widespread adoption, several misconceptions persist that may hinder businesses from leveraging the full potential of outsourced customer service.

Check out our Sourcefit blog to debunk the six common myths surrounding outsourced customer service, providing clarity for those considering or currently utilizing this valuable service.


Myth 1: Outsourcing Compromises Service Quality

One prevailing misconception is that outsourcing customer support inevitably leads to a compromise in service quality. The reality is quite the opposite.

Reputable outsourcing partners invest heavily in training, technology, and quality assurance measures to ensure their teams provide top-notch service. With a focus on aligning with client brand values, outsourced agents are well-equipped to deliver seamless and high-quality customer experiences.


Myth 2: Outsourced Support Lacks Product Knowledge

Another misconception revolves around the assumption that outsourced agents lack in-depth knowledge about the client’s products or services. In truth, successful outsourcing partnerships hinge on comprehensive training programs.

Outsourcing providers collaborate closely with clients to understand their offerings thoroughly. This knowledge transfer ensures that outsourced teams possess the necessary expertise to address customer queries accurately, contributing to a positive customer experience.


Myth 3: Outsourcing Means Loss of Control

A common concern among businesses considering outsourcing is the fear of losing control over their customer support functions. In reality, outsourcing partnerships are built on collaboration and transparency.

Advanced communication technologies and reporting systems enable businesses to maintain real-time oversight of their outsourced teams. This collaborative approach fosters a sense of control while allowing the internal team to focus on strategic initiatives.


Myth 4: Outsourcing is Only for Large Corporations

Some believe that outsourcing customer support is a strategy reserved for large corporations with extensive budgets. In fact, outsourcing is scalable and accessible to businesses of all sizes.

Small and medium-sized enterprises (SMEs) can benefit significantly from outsourcing, gaining access to a professional and skilled customer support team without the financial burden of maintaining an in-house department.


Myth 5: Outsourcing Leads to Communication Barriers

Concerns about language barriers and cultural differences often deter businesses from considering outsourced customer support. However, reputable outsourcing providers prioritize hiring agents with strong communication skills and cultural awareness.

Moreover, many outsourcing firms offer multilingual support to cater to diverse customer bases. With effective training and communication protocols in place, language and cultural barriers become non-issues.


Myth 6: Outsourcing is Only for Cost-Cutting

While cost savings are a notable advantage of outsourcing, it is not the sole purpose. Businesses often overlook the strategic value that outsourcing brings.

Beyond reducing operational costs, outsourcing customer support allows businesses to refocus internal resources on core competencies and strategic initiatives. This strategic alignment contributes to overall business growth and agility in a competitive market.


Making Informed Decisions

For businesses considering their growth and expansion options, or simply looking for ways to cut costs and optimize return on investment, it is crucial to dispel these common misconceptions about outsourced customer support. By understanding the reality behind these myths, companies can make informed decisions that align with their goals and objectives.

Outsourcing customer support is not a compromise but a strategic move that can elevate customer satisfaction, improve operational efficiency, and drive business success. As businesses continue to navigate the evolving landscape, embracing the benefits of outsourced customer support can be a transformative step toward a more agile and customer-centric future.


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To learn more about outsourcing, you can read our Top 8 Qualities of an Outsourcing Company in the Philippines article.

We invite you to follow us on social media and to visit our website to learn more about Sourcefit – your outsourcing partner.

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Sourcefit – your preferred accounting service provider – is a widely recognized US-managed business process outsourcing company based in Manila, Philippines. We proudly serve over 100 clients with a workforce of more than 1,300 employees. Our global centers can serve multiple markets, and our staff is highly proficient in English, Spanish, French, and Portuguese. Whether you need a few or many employees, we can help you achieve your business goals and build high-quality offshore teams.

Latest Awards

Sourcefit’s commitment to excellence has been recognized through numerous industry awards and certifications.

We recently received the Fortress Cyber Security Award from the Business Intelligence Group. Sourcefit was also honored with the prestigious recognition of Best Outsourcing Solutions Provider in the Philippines during the 2023 Business Excellence Awards.

Other awards include: FT ranking of 500 high-growth Asia-Pacific, The Marketing Excellence Awards, Inquirer Growth ChampionHR Asia Awards, among others.

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