Customer Support Outsourcing – What Goes Wrong and How it Can be Handled

Jul 30

When it comes to running an online service, it can be hard. You have a budget you need to stick to, work that needs to be done, and at the same time, you’ll need to offer 24/7 customer support in order to keep your customers happy. Customer support outsourcing is one of the best ways to keep costs down, while giving your customers what they need. However, if you’re not careful and you don’t choose a good customer support agency, outsourcing this job can do more harm than good.

Below, we’re going to give you a couple of common issues we have seen customers report and tell you what you can do in order to handle the issues.

Poor Response Times

We have witness support companies jump right in the ball game and sign up as many customers as they can. That’s not bad, right? No, it isn’t bad, but when you have a limited staff, this can be a bad thing. By having a limited staff, companies save money and keep their staff busy most of the time. However, if one of their customers face a spike in calls, the support company with a limited staff will have some issues.  This will cause every other customer to have to deal with a long delay in response times.

Have you ever heard a customer say “when I first signed up, my questions were answered within minutes, but months later, it feels as if the support has vanished and they only care about people who just sign up.” See, this is a problem you can avoid by finding a good customer support team that doesn’t have a limited team.

Support Quality Causes Customers to Complain

No company likes to hear their customers complain. With other support companies, we have heard statements like “sometime, the support quality was great, then there was other times when it was just awful. Over time, there was more bad than good.”

When a support company doesn’t invest in training, quality control and supervision, bad things will happen. The naturally good ones will do a great job, but the ones that aren’t  interested are going to do a terrible job, often times, at the cost of their customers.

When it comes to customer support, consistent quality is important because this is what will help keep the customers satisfied. You don’t want the customers walking away, feeling as if they were being used for their money. This is why it is important that you choose a customer support team  that is fully capable of delivering a great customer experience – the team needs to be highly motivated and skilled. Keeping up with your customer support team, and having analysts go through the support calls on a monthly basis and giving day-to-day feedback to techs will be helpful.


All in all, you can learn from your own mistakes and correct them. By seeing what others are doing wrong, you can learn how to correct yourself before you even make the mistake.