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Outsourced Customer Service – What You Need to Know

It is definitely no secret that many businesses are outsourcing their customer services abroad - no wonder there is an NBC television series titled “outsourced”.

Many companies are beginning to invest in offshore call centers so as to take advantage of untapped labor. The great news is that you can successfully outsource your company’s customer service department as long as you know exactly what you are doing – simply follow the tested and trusted steps. 

You need to understand that outsourced customer service employees will help reduce the expenses that you would otherwise incur if you ran an in-house call center. If you are a manufacturer of popular products, you will definitely not be surprised at the increase in traffic during the holiday season – so, you will be needing help.

Are you worried about accents? (Of course you should be, especially if you are outsourcing to a country where the native language is not English) But truthfully, you should not worry about this; outsourced customer service operators usually speak well. 

Top experts will always advice you to hire a reputable outsourcing company, because you know for a fact you will be getting professional service. If you watched the trailer for the NBC television show “outsourced”, you will notice how well a young Indian “faked” an American accent perfectly!

The Philippines is the number one call center destination for those who want to outsource their customer care services to employees who understand the American culture very well. A reputable outsourcing firm will provide best quality compelling scripts. Many outsourced call center operators are very well trained and will be able to convince or appease even the most difficult customer(s) – an in-house customer care operator who lacks the necessary skill may not be able to stand irritating or angry customers (we all know what this means, don’t we?)

When you outsource your customer care to a reputable and competent offshore outsourcing company, you do not have to deal with the hassles of training new staff – this will leave you with the time to concentrate on your core business.

You also do not have to shell out money to purchase EXPENSIVE communication equipment. 

Another great thing about outsourced customer service operators is that you do not have to put up with annoying excuses made up by many employees in order to miss work such as:

• The traffic is murder! – Translation: I woke up late
• I am so sick, I think I am gonna die – Translation: I went out drinking and just need to sleep in.
Daven Michaels is an award-winning outsourcer  and author of the book, ‘Outsource This!’ Daven  has been honored more than any other individual  or outsourcing organization. You can get more  information on outsourcing by visiting


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