“Your service quality will take a hit.” “You’ll lose control.” “Customers will feel the difference — and not in a good way.” These assumptions are everywhere, especially if you’re exploring outsourcing for the first time. But most of them are flat-out wrong.
CX outsourcing has come a long way from the dated stereotypes. Today, forward-thinking brands use it to cut costs and level up — expanding into new markets, staying ahead of digital trends and keeping customers happy. Still, some persistent myths continue to cloud the conversation. Let’s take a look at six of the most common ones — and reveal what outsourcing really looks like when done right.
Myth #1: “Quality will decline…and so will the cost”
It’s natural to worry that outsourcing might compromise service quality. But with the right BPO partner, the opposite usually happens.
Specialized providers implement structured quality processes that often exceed what can be achieved in-house. They also optimize costs through economies of scale, which means greater efficiency without sacrificing service standards. Yes, outsourcing is an investment, but it’s one that can drive higher-quality interactions, longer support hours and better customer satisfaction. Not to mention, savings. Companies report average cost savings of 15-30% through outsourcing, making it a compelling strategy for businesses of all sizes.
Take the example of a leading global food brand that partnered with Foundever. Facing challenges delivering consistent, multilingual customer support across Europe, they turned to innovative solutions. Foundever implemented an AI-powered translation platform that supported 80 languages, lifted customer satisfaction scores to 96% and helped reduce agent attrition by 81%. This case shows that outsourcing isn’t about doing the same for less — it’s about doing more, better.
Myth #2: “We’ll lose control over our customer relationships”
It’s understandable to want to maintain close oversight of customer relationships. But outsourcing doesn’t mean giving up control…it means managing smarter.
A good outsourcing partner puts clear governance structures in place. You’ll have access to real-time dashboards, regular performance reviews and a strict knowledge management system to ensure brand consistency.
Across industries like retail and healthcare, companies work hand-in-hand with BPO partners to create experiences that fully reflect their brand identity. Instead of losing touch, many organizations find that outsourcing actually enhances their ability to manage quality and compliance proactively.
Myth #3: “Our brand identity will get lost”
Brand identity is everything in customer experience, and a good BPO knows that.
The right partner will deeply immerse their teams in your brand’s voice, culture, and mission, not just your products and services. Whether handling social media conversations, chat interactions, or calls, advisors are trained to speak your customers’ language — literally and culturally.
For instance, in our work with the global food brand mentioned previously, the use of AI translation not only scaled language capabilities, but it preserved the brand’s unique tone and customer engagement style across all 80 supported languages. With the right outsourcing partner, your brand can come across more consistently around the world.
Myth #4: “Customer experience isn’t our top priority”
When companies are growing fast, it’s tempting to prioritize product innovation, marketing or expansion — and subsequently treat customer service as secondary.
But overlooking CX is a mistake. Customer service is a support function as well as a major revenue driver, and it’s the leading strategy top brands are competing on to win customers. Happy customers are more loyal, spend more and advocate more.
Outsourcing your customer experience to experts ensures your customers stay at the center of your business, even as your internal focus shifts. With an experienced partner like Foundever, companies gain a team dedicated solely to delivering exceptional experiences, freeing up internal teams to concentrate on innovation without letting service slip.
Myth #5: “Contact centers only handle phone calls”
The days when contact centers were just about answering phones are long gone.
Today’s BPOs deliver true omnichannel support with voice, email, social media, live chat, messaging apps, conversational AI platforms and more. Agents are trained to shift seamlessly between channels while maintaining a consistent brand experience.
Partners like Foundever specialize in helping companies deploy new digital channels quickly, scale multilingual support and adapt to customer preferences. Modern contact centers are global, agile and tech-savvy — far from the stereotypes of the past.
Myth #6: “It’s just agents reading from a script”
Rigid scripts and robotic interactions are relics of another era.
Now, leading BPOs empower advisors with unified communication platforms, real-time customer insights and AI-driven recommendations. This gives agents the tools to have real, personalized conversations whether they’re on the phone, in chat or responding on social media.
Our approach, for example, integrates technology and human expertise to deliver tailored experiences that feel personal, not scripted. Agents are continually trained in product knowledge, empathy, problem-solving and active listening, ensuring interactions are both human and high-performing.
Ready to rethink outsourcing?
Outsourcing customer experience, when done thoughtfully, is an opportunity to unlock greater quality, flexibility and innovation for your business.
A key benefit of outsourcing is access to talented people and strategic human resource management. Discover how to elevate your customer experience and empower your workforce with our whitepaper “Our people are our superpower: Inspiring commitment, creativity and connection at Foundever®.” Read the whitepaper and join forward-thinking leaders who recognize that their people are indeed their superpower.