Stuck between in-house customer success team or outsourcing to a BPO. What did you pick?

I'm at a crossroads with our SaaS company. We got about 80 customers now and support tickets are piling up. My co-founder wants to hire a BPO firm in the Philippines to handle first-line support, but I'm leaning toward hiring a couple full-time people here. The BPO would cost like $1,500 a month less but I worry about quality and knowledge gaps. Has anyone tried both and seen how it played out long term?

3 comments

3 Comments

alicemurphy1mo ago

Ngl, you'll regret outsourcing when a pissed off customer gets a badly trained script reader.

ivan7741mo ago

Nah but what about the actual security risk of giving overseas contractors full access to your customer database?

martin.riley1mo ago

You'll regret it" feels like a stretch. I've seen plenty of companies outsource support and it's fine. Customers get frustrated sometimes but that happens with in-house teams too. A bad script reader is a training issue not a location issue. Plenty of local call centers have awful reps who just read off a screen. The real problem is bad management no matter where the person sits.

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