The customer is always right this is a common statement instilled to a lot of employees who get to interact customers or clients each and every working day. This is because it is through only excellent customer service that people get more value for their money. This is also the reason why many companies are investing on training so that their employees will be given a chance to improve their customer service abilities and get to meet or even exceed customer expectations. A very good ingredient that adds more color to every customer interaction is having exceptional communication skills. In the call center industry, this is one of the main areas that are being focused on.
Though large companies have the capacity to establish their own call centers, some resort to outsourcing their call center needs. This is what makes call center outsourcing a critical part of any business operation. However, it is a must to assess first if going to the call center outsourcing direction is indeed what the business needs. Some of these reasons would most likely due to low costs.
Given that a call center specializes in phone support and is acquired by most companies simply mean that good management is in place. Therefore it is just a good business strategy to acquire their services, without the need to spend time in hiring qualified individuals, and purchasing extra resources. In short, the business saves more money rather than starting from scratch.
Indeed, it would be a smart move to conduct researches first and analyze what the specific needs of the business are before making that most important decision. Call center outsourcing companies have their own specialization and choosing the best bet will yield more desirable results in the future.
One of the questions being asked in the four corners of the outsourcing world is this Will China rule the future of outsourcing? The answer is yet to be determined as there are still a lot of Asian players that are indeed doing well in as far as growth and progress in terms of acquiring outsourcing jobs is concerned. Two of the countries that provide competition to China include India and the Philippines. Without a doubt, these countries have already established their competence and credibility in the world of outsourcing.
Now, what makes China a potential candidate? First and foremost, it has a large labor supply pool like what India has. In addition, companies who have setup Asian headquarters can avail of China s bilingual population. Most people can speak both Japanese and Chinese, particularly in key cities such as Shanghai. Aside from this, people in China are known to be hardworking and very much dedicated in any line of work. They produce quality work just like any other nationality, provided that proper training is given.
How about China s disadvantage? One is that most Chinese people do not have good English language capabilities. Second is lack of project management expertise, which is very much critical in today business world.
Salary-wise, this is not much of an issue. Research shows that though programmer costs in China is about 10 to 15% lower compared to India, supervisory staff, project managers and other staff positions is about 25% higher. This simply mean one thing, outsourcing in China is indeed very feasible. But then again, India and the Philippines will still be included in the picture.