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In business, everyone is looking for another way to save money and cut the budget, therefore outsourcing has become a very popular option for many call centers. Outsourcing means that a calling center is located in a separate facility, often in a third world country, where costs are low and there is an abundance of ready and able workers. This saves a company lots of money in salary and overhead and can therefore be a very viable solution for a business to consider. Pros and Cons of Outsourcing On top the significant money savings of an outsourced call center which make it beneficial to many companies, call center companies in other countries can hire specially trained professionals whose technical expertise you can benefit from. There are also disadvantages however to having your call center located so far away. First of all, any calling center careers locally get redistributed causing unemployment concerns. More importantly however, the company has no control over their third party facility and can therefore not guarantee quality, efficiency or use their metrics to determine productivity. There is also a potential risk of the data that overseas calling center workers have access to, since they may not have the same loyalty and discretion. Finally, customer service could be compromised if their speaking is not clear and accurate, or if they are unable to resolve the problem quickly and efficiently. What Telemarketing Businesses have the Least Risk When calling Outsourcing With any outsourced call center, there is a risk to the reliability and reputation of the business since it there is a lack of control over the service being given. With help desk outsourcing, the risk runs higher since there could be communication problems and therefore a delay in the resolution time. Similarly, in bank calling centers, the agents have to deal with sensitive information, the confidentiality of that information can easily be compromised in an outsourcing situation. Telemarketing companies that can run the lowest risk are ones that are used for outgoing calls or basic technical assistance where there is less chance of communication failure.
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