The Hidden Dangers of Outsourcing Your Customer Service

Companies looking to save money may be intrigued by the prospect of cutting customer service costs through outsourcing.

But Bill Price of Driva Solutions warns businesses to be wary of such a move, as there are hidden issues associated with outsourcing your customer support. Most people think that outsourcing overseas is a straightforward way to cut back on costs. And while this may be superficially true, says Price, hidden costs still abound.

Depending on where you outsource, you may save as much as 80 percent (or more) on associated costs, Price says. But actually moving an entire component of your customer service overseas, training the employees, and upholding a high level of customer service isn’t cheap. In fact, it can be downright expensive, he explains.

For more on the pitfalls of outsourcing customer service, watch the full video from OpenView Labs.