{"id":76771,"date":"2020-08-18T11:11:09","date_gmt":"2020-08-18T11:11:09","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=76771"},"modified":"2025-08-22T10:14:07","modified_gmt":"2025-08-22T10:14:07","slug":"pros-and-cons-of-outsourcing-customer-service","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/pros-and-cons-of-outsourcing-customer-service\/","title":{"rendered":"Pros and Cons of Outsourcing Customer Service"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">When it comes to your customer service, should you let an external provider take the reins?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now seems to be the right time, especially with the proliferation of local companies that are staffed by specialists who can provide the level of familiarity customers expect. Developments in IT infrastructure have also made outsourcing a more practical and affordable solution.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These changes address many of the previous concerns that businesses had about outsourcing their customer service. Not having to work with an offshore organization eliminates language barriers and reduces security risks, while improved connectivity has lowered costs and helped both parties stay on the same page.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But there are still a number of potential drawbacks that you should consider. As for whether they outweigh the benefits, it depends on your individual circumstances. The following pros and cons can help you make a more informed decision.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/pros-and-cons-of-outsourcing-customer-service\/#Pro_Cost_Savings\" title=\"Pro: Cost Savings\">Pro: Cost Savings<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/pros-and-cons-of-outsourcing-customer-service\/#Pro_Language_Options\" title=\"Pro: Language Options\">Pro: Language Options<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/pros-and-cons-of-outsourcing-customer-service\/#Pro_Improved_Coverage\" title=\"Pro: Improved Coverage\">Pro: Improved Coverage<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/intelligentbee.com\/blog\/pros-and-cons-of-outsourcing-customer-service\/#Pro_Access_to_Infrastructure\" title=\"Pro: Access to Infrastructure\">Pro: Access to Infrastructure<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/intelligentbee.com\/blog\/pros-and-cons-of-outsourcing-customer-service\/#Pro_Customer_Satisfaction\" title=\"Pro: Customer Satisfaction\">Pro: Customer Satisfaction<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Pro_Cost_Savings\"><\/span><b>Pro: Cost Savings<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">One advantage that may be particularly attractive to smaller businesses is the cost savings associated with outsourcing customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just setting up and maintaining an in-house call center can be expensive. Labor, training, infrastructure, and daily overheads can quickly add up, so it makes sense from a financial perspective to hand them off to another company. This is even more true if you opt for an offshore service, although there are some noteworthy cons that we\u2019ll look into later.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s also worth mentioning the fact that outsourcing offers flexibility, with pricing structures that include charging per resolution as opposed to an hourly rate.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Pro_Language_Options\"><\/span><b>Pro: Language Options<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Outsourcing opens up the opportunity to broaden your customer base by providing support for additional languages. This can prove to be a significant advantage in some industries. Plus, you won\u2019t have to do any of the work associated with managing and implementing it. All you need to do is ensure that your customers know they can contact you in other languages.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Pro_Improved_Coverage\"><\/span><b>Pro: Improved Coverage<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As your company grows, the need for 24\/7 customer support does as well. But to have a team of agents working around the clock requires a large investment of resources. Outsourcing your customer services ensures that as many service reps as needed are available all the time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This has the added benefit of improving your response times, which are a major factor for customer satisfaction. Moreover, you can one-up the competition by providing after-hours and weekend support.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Pro_Access_to_Infrastructure\"><\/span><b>Pro: Access to Infrastructure<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Working with an external customer service provider allows you to benefit from their technologies and resources, which might be beyond what you would\u2019ve been able to invest in. At the same time, you don\u2019t have to deal with staffing concerns. You will also be afforded more time and money to put towards pursuing the main goals of your business.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Pro_Customer_Satisfaction\"><\/span><b>Pro: Customer Satisfaction<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The above-mentioned benefits will likely lead to an increase in customer satisfaction. Improvements in response times, language options, more available channels, and an overall better product all contribute to a superior user experience. Granted, this largely depends on who you outsource to. With this in mind, let\u2019s move on to the potential drawbacks.\u00a0<\/span><\/p>\n<h3><b>Con: Communication Barriers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">If you opt for an overseas provider, you risk running into linguistic and cultural barriers that can impede your ability to work with them efficiently. The agents might also lack the cultural knowledge and fluency required to interact with your customers at a satisfactory level.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, this won\u2019t be a problem if you choose a local company, but they are more expensive.\u00a0<\/span><\/p>\n<h3><b>Con: Quality Control<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Your customers have likely come to expect certain standards that are strictly upheld in your business. This is key to running the type of well-oiled machine that maintains a reliable reputation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When a department as large as customer service functions remotely, it\u2019s difficult to ensure that the guidelines you\u2019ve laid out are being followed. The customer service provider may not consider your brand values when dealing with requests, and it only takes one subpar interaction for serious consequences to arise.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is why it\u2019s important to find a company that knows how to and is willing to align with your values and commit to providing good service with your mission in mind.\u00a0<\/span><\/p>\n<h3><b>Con: Security Risks<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Employees who work in-house are more invested in the success of their company. A customer service provider that works with several businesses at once can\u2019t keep your prosperity on top of mind. They have themselves to worry about, after all. This may lead to a lack of brand loyalty that has additional consequences, including security risks.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The fact that the provider\u2019s employees likely have access to a wealth of sensitive information needs to be taken seriously when outsourcing your customer service, especially if you\u2019re taking it offshore. There can also be a difference in laws that warrant hiring an international law expert.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is another problem that can be alleviated by choosing the right provider and sticking to local companies.\u00a0<\/span><\/p>\n<h3><b>Considerations<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Let\u2019s end things off by taking a look at some tips to help you outweigh any potential disadvantages of outsourcing your customer service.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Consider working with separate professionals instead of an entire team. This can improve loyalty while giving you more control over operations.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Remember to perform thorough background checks to ensure that the company you plan on working with is reliable and trustworthy. Don\u2019t let a more affordable pricing structure sway your decision.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">One way to improve your connection with a remote team is to hire an intermediary manager whose responsibility is to ensure that the service reps are performing up to standard.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Invest in an established service that utilizes the latest technologies. This improves your chances of working with a company that maintains proper quality control standards and provides useful feedback. Your outsourcing partner should have a genuine interest in doing better.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Now that you\u2019re aware of the benefits and drawbacks, it\u2019s up to you to determine whether or not it\u2019s a good idea for you to outsource your customer service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s clear that you can mostly avoid the cons of outsourcing. In doing so, you can reap the rewards and start providing the type of industry-leading customer service that makes your business successful.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When it comes to your customer service, should you let an external provider take the reins?\u00a0 Now seems to be [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2121],"tags":[],"yst_prominent_words":[2352,2364,2363,2362,2361,2360,2359,2356,2354,2353,268,2300,1800,1618,1503,864,455,450,329,319],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76771"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=76771"}],"version-history":[{"count":4,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76771\/revisions"}],"predecessor-version":[{"id":133515,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76771\/revisions\/133515"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=76771"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=76771"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=76771"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=76771"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}