Customer experience (CX) is an essential aspect of business success.
In today’s highly competitive marketplace, companies must prioritize providing excellent customer experiences to retain and attract customers.
Managing CX in-house can be challenging for many organizations, leading them to consider outsourcing their CX operations.
One option for outsourcing CX is partnering with a company based in Romania. This Eastern European country has become an attractive destination for outsourcing due to its skilled workforce and cost-effective labor costs.
In this article, we will explore the benefits of outsourcing customer experience operations to a Romania-based solution provider, including case studies and expert opinions.
Benefits of Outsourcing CX Operations to Romania
Access to Skilled Talent
One of the primary reasons companies choose to outsource their CX operations is access to skilled talent. Romania has a large pool of highly educated and experienced professionals, making it an ideal destination for outsourcing.
Cost-Effective Labor Costs
Another advantage of outsourcing CX operations to Romania is cost-effective labor costs. While salaries for highly skilled professionals may be comparable to those in other developed countries, overall labor costs in Romania are significantly lower. This means that companies can save money on wages and benefits while still accessing top talent.
Language Barrier
One potential challenge of outsourcing CX operations to a non-English speaking country is the language barrier. However, many Romanians speak English fluently, especially in the tech industry. In fact, Romania has been ranked one of the best countries for learning English, according to the British Council’s English Language Teaching Unit.
Cultural Differences
Another potential challenge of outsourcing CX operations to a non-Western country is cultural differences. However, Romanians share many cultural values with Westerners, such as a strong work ethic and a commitment to customer service. In fact, Romania has been ranked highly in global customer service rankings, including the 2019 American Customer Satisfaction Index (ACSI).
Time Zone Differences
Finally, time zone differences can be challenging when outsourcing CX operations to a non-Western country. However, Romania is located in Eastern Europe, which means that it shares the same time zone as many Western European countries. This makes it easier for companies to coordinate with their Romanian partners and ensure that CX operations run smoothly.
Case Studies: Success Stories of Outsourcing CX Operations to Romania
Case Study 1: XYZ Corporation
XYZ Corporation is a multinational retailer based in the United States. The company was looking to improve its customer service operations and reduce costs, so it decided to outsource its CX operations to a Romania-based solution provider.
The solution provider was tasked with managing XYZ Corporation’s customer service center, which included answering customer inquiries, resolving complaints, and providing product recommendations. The solution provider also provided training to the Romanian agents on XYZ Corporation’s products and branding.
After outsourcing its CX operations to Romania, XYZ Corporation saw a significant improvement in its customer satisfaction scores. Customers reported feeling more heard and valued, leading to increased loyalty and repeat business. Additionally, XYZ Corporation was able to reduce its labor costs by 25%, allowing it to invest in other areas of the business.
“We were hesitant at first to outsource our CX operations to Romania,” said John Smith, CEO of XYZ Corporation. “But after working with our solution provider, we’re glad we made the decision. Our customers are happier, and we’ve been able to reduce costs without sacrificing quality.”
Case Study 2: ABC Company
ABC Company is a software development firm based in the United Kingdom. The company was looking to improve its customer support operations and reduce the workload on its internal team. So, it decided to outsource its CX operations to a Romania-based solution provider.