So many companies live or die by the quality of the technology customer service they offer through their call centers. Shipping that customer service offshore can certainly save a lot of money. But if your call center in India isn’t as competent as the one in Indiana, you could be losing clients, even if you’re saving money. If you must route calls overseas, consider the following when you do:
1. Keep an Eye on the Center
Or wherever you set up your call center. The majority of overseas call centers fulfill their purpose. But you can’t set up phone systems and walk away. Make sure technology call center operators not only know your business in general, but also know very nuanced specifics about your equipment and technology.

2. Make It Clear
It’s not just knowledge of certain products that are unclear—sometimes it’s the phone line as well. Technology reaching halfway around the globe shouldn’t be full of static, but it’s been known to happen far too often. Make sure the system you’re using is going to provide static-free, easily managed phone systems for callers.

3. Training Is Key
Some companies think they can set up shop overseas, train employees in a foreign call center on the spot, fly back to the U.S., and wait for the customer service to begin. But to really train call center reps you have to bring them to the U.S. first, and train them alongside current tech center support workers, to really give them the best knowledge on your products and services.

4. Keep Some Service Stateside
For companies that do outsource tech help abroad, make sure you have a strong number of domestic call center service reps back home—that way they can be summoned to help with those calls that aren’t being handled efficiently by reps abroad.

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