Customer Service Outsourcing

Outsourcing customer service sounds like a great way to save money and increase the bottom line. But before you make that jump, make sure you understand the pitfalls.

80% of Customer service outsourcing is expected to not work out according to Gartner Reports. Be apart of the 20% that has made it work and work very well.

Hidden Costs

"An engineer that will work for US$10,000 a year looks like a bargain, but hidden fees can make the deal a bust," Dane Anderson, program director for Meta Group, told NewsFactor. "You have to weigh the costs throughout the entire agreement -- not just in labor rates."

Global Sky harbors no additional cost beyond the hourly labor rate. And Global Sky is here to help you deal with the potential hazards BEFORE they happen.

Foreign Accents

"..customer perception is often negative -- despite good service -- because of language and cultural differences,"

75% of the call center agents in the Philippines are college educated. Filipinos speak Americanized english as a second language, brought about by the cultural affinity with the United States. English is the medium of instruction in schools and is spoken by 72% of the population. The Philippines is considered the third largest English-speaking nation in the world. It is said the Filipino English is more likely to be understood by American, British and Austrialian English native speakers.

Too Many Chiefs

Managing contact centers over great geographical distances also is a major obstacle. "You have to add layers of management to build an outsourcing model that will work to begin with and then to oversee its function thereafter," says Poole.

Global Sky understands the importance of solid management. As a solution to many of the head aches experienced with outsourcing we've implemented online and real time reports. We've placed Beau Rudd at the head of Operations. With more than 4 years experience working in an American based call center Beau knows what it takes to tighten the reins of management and deliver controlled results. He's reponsible for personally training over 60 Filipino agents and an equal number of American agents. Our integration of American and Filipino culture IN-HOUSE is a strong advantage over most Filipino or Indian run call centers.

Churn and Burn

"..High attrition rates in outsourcers mean continuous training is needed, and there is an increase in potential for error." Says Poole

Global Sky has placed great emphasis on agent training and development. Tracking and rewarding agent performance is important. In addition, above average pay accounts for much of the success in Global Sky's employee retention.