Choosing a Call Center: Risk Assessment in Outsourcing

Get top-quality customer service with outsourcing.

Companies around the world look to Pac Biz for the most helpful business insights. Subscribe to our newsletter today:

Exploring Common Doubts in Outsourcing Process

Top companies are turning to outsourcing for customer support, especially with the difficulties of hiring locally. Like a lot of aspects in business, the decision to utilize outsourcing is a big step, so it’s understandable to have a lot of concerns.

Here are a few of the fears business owners have when considering outsourcing:

Subpar Quality

A fear many companies have with outsourcing is that outsourced agents will not be able to perform at the level they need. Like any service, there are good and bad. It is best to find an outsourcing company that you can trust, with experienced agents and a good track record, like Pac Biz.

In many cases, business owners make the mistake of shopping for the cheapest outsourcing company. This is when they run into issues that end up being more costly, where inexperienced agents make constant mistakes with no support and negatively affect your customers’ experience.

Why Pac Biz?
Pac Biz Support Agents Operate at High Standards: 
  • Required to be experienced (3–5 years). 
  • Pac Biz Training Department
  • Regular Quality Assurance (QA) Call Scoring
  • Supervisors & Managers

Communication Barriers

Another sore subject when thinking about outsourcing is the issues with accents or difficulty understanding outsourced agents. Outsourcing to The Philippines has become the premium choice for businesses worldwide. English is taught from childhood in The Philippines and many companies find the pronunciation and articulation of Filipinos to be more pleasant versus those from India or other countries.

Addressing Trustworthiness

A concern business owners have with outsourcing support services is working with entities in developing countries. Although outsourcing to other countries is normal in the industry, peace of mind comes with American ownership. 

Outsourcing company, Pac Biz, is based in Phoenix, Arizona, USA while providing outsourced services to companies in the United States, Canada, and the United Kingdom from The Philippines. With open communication between agents, management and ownership allows for a chain of trust around the goal of providing great customer service.

While these are some of the fears business owners have in outsourcing, it’s important to note that Pac Biz support services provide high-quality customer support you can trust. In fact, Pac Biz agents often outperform their in-house management expectations as they are motivated and always improving with the QA (Quality Assurance) Team.

Eliminate Outsourcing Hesitations With Pac Biz

Our agents at Pac Biz have years of experience, with a management and quality assurance team at the ready to ensure that they provide quality customer experiences at every step. We specialize in voice, chat, text, email, and social media support for growing businesses. Take the next step in saving on costs and scaling your business without missing out on quality with the help of 24/7 agents at Pac Biz.

We help our clients grow. Adding agents with ease as they scale operations.

Contact us to get started.

News & Updates

More from our Blog

  • Podcast: Working from Home Part 1Podcast: Working from Home Part 1
    Contact Center Cactus Chat - For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen now. The post Podcast: Working from Home Part 1 appeared first on Outsource with Pac Biz | Customer Support & Call Center | Phoenix,… Read more »
  • Do’s & Don’ts of Outsourcing Customer SupportDo’s & Don’ts of Outsourcing Customer Support
    You know the old saying, “an ounce of prevention is better than a pound of cure”? It still applies these days and none more so in the field of outsourcing. And while trial and error is a necessary part of business, it’s better to learn from the mistakes of others… Read more »
  • Podcast: Work at Home: The Future of Working Remotely Part 1Podcast: Work at Home: The Future of Working Remotely Part 1
    Contact Center Cactus Chat - For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen now. The post Podcast: Work at Home: The Future of Working Remotely Part 1 appeared first on Outsource with Pac Biz | Customer Support… Read more »
  • How Top Taxi/NEMT Companies in the UK Outsource ControllersHow Top Taxi/NEMT Companies in the UK Outsource Controllers
    To outsource controllers, it will take some due diligence to get the best arrangement for your firm. For context, 580 billion passenger kilometers were traveled in Great Britain in 2020 but that’s a 33% decrease compared to 2019. To compensate for this, a worthwhile cost saving measure adopted by the… Read more »
  • 5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs
    Overhead costs are a necessary part of building a business, but if business owners aren’t careful, these indirect costs can quickly become a drain on business revenues. The post 5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs appeared first on Outsource with Pac Biz | Customer Support… Read more »
  • Podcast: Customer Service & Staffing Pain Points – Part 1Podcast: Customer Service & Staffing Pain Points – Part 1
    Contact Center Cactus Chat - For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen now. The post Podcast: Customer Service & Staffing Pain Points – Part 1 appeared first on Outsource with Pac Biz | Customer Support &… Read more »
  • Outsourcing Customer Service for an E-commerce StoreOutsourcing Customer Service for an E-commerce Store
    One of the most commonly outsourced services is customer service. Outsourcing customer service allows you to get customer service experts who can help take care of your customers for you. The post Outsourcing Customer Service for an E-commerce Store appeared first on Outsource with Pac Biz | Customer Support &… Read more »
  • 3 Best Practices to Acquiring Corporate Transportation Clients3 Best Practices to Acquiring Corporate Transportation Clients
    When it comes to providing Corporate Transportation, building and maintaining a relationship with potential clients is key to success. Corporate clients can catapult growth exponentially for a personal transportation company. The post 3 Best Practices to Acquiring Corporate Transportation Clients appeared first on Outsource with Pac Biz | Customer Support… Read more »
  • 5 Pro Tips for Outsourcing Taxi Calls to a Contact Center5 Pro Tips for Outsourcing Taxi Calls to a Contact Center
    For startups or small to medium size taxi companies, outsourcing taxi calls to a contact center might be alluring, especially when you consider the savings growth boost. We’ll cover a profile of Pac Biz as what makes a good taxi contact center and some pro tips that will help you… Read more »
  • Remote Patient Care through Live Call & Chat Support (Healthcare Customer Support Outsourcing)Remote Patient Care through Live Call & Chat Support (Healthcare Customer Support Outsourcing)
    No matter the service you are offering, you have a responsibility to provide the patients you work with an experience that keeps them coming back or happy to refer you to others. The customer service you offer can make all the difference. The post Remote Patient Care through Live Call… Read more »
WordPress RSS Feed by Theme Mason