"I’m concerned about the quality of support and communication."

Underlying Concerns:

• The prospect is worried that outsourcing might lead to poor communication or a lack of reliable support, which could affect their operations.
• They may be concerned about getting timely responses or effective solutions when technical issues arise, especially if support teams are located far from their operations.
• The prospect likely wants assurance that your support will be responsive, easily accessible, and that there will be clear service level agreements (SLAs) in place.
• They may have had negative experiences with outsourced IT support in the past, leading to frustration due to communication gaps or unresponsive teams.

How to Tackle the Objection:

1. Acknowledge their concerns about support and communication: Show empathy for their worry, recognizing that reliable communication and responsive support are crucial when outsourcing IT services.
2. Reassure with local support and 24/7 availability: Highlight that you offer dedicated local teams and 24/7 communication, ensuring that support is always available when needed.
3. Emphasize SLAs and proactive communication: Reassure them that you set clear SLAs to ensure timely responses and offer proactive communication to keep them updated.
4. Provide client testimonials: Offer to share client testimonials from companies that have experienced your high-quality support, adding credibility and trust.

Sample Script (Detailed and Simple Language):

Prospect: "I’m concerned about the quality of support and communication."

You: "That’s a really valid concern, [Prospect’s Name], especially when outsourcing. We actually pride ourselves on our support."

• "We offer dedicated local teams and provide 24/7 communication to make sure you always have someone to reach out to when needed."

• "We also set clear SLAs to guarantee timely responses and take a proactive approach to communication, so you’re always in the loop."

• "Many of our clients in India had the same concerns initially, but they’ve found that our support and communication exceeded their expectations."

• "Would it help if I shared some client testimonials about their experience with our support? It might give you more insight into how we operate."

Probing Questions to Engage the Prospect:

• "Are there specific areas of support or communication that you’ve struggled with in the past? I’d love to show how we can address those."
• "Would having a dedicated local team and a 24/7 support line help ease some of your concerns about responsiveness?"
• "Would you be open to seeing SLAs we’ve set for other clients to show how we ensure timely support?"

Call to Action:

Offer to share client testimonials or SLAs that demonstrate the quality of your support and communication, giving them real-world examples of how your service operates.

Example:
"How about I send you some client testimonials or examples of SLAs we’ve set with other clients? This will give you a clearer picture of how our support and communication work in practice. Would that be helpful?"

Key Points to Emphasize:

1. Dedicated Local Teams and 24/7 Communication: Reassure the prospect that you provide dedicated local teams and 24/7 support, ensuring they always have access to help when needed.

2. SLAs for Timely Responses: Emphasize that you set clear service level agreements (SLAs) to ensure that any issues are addressed in a timely and effective manner.

3. Proactive Communication: Highlight your proactive approach to communication, keeping clients informed and preventing issues before they arise, reducing the likelihood of miscommunication.

4. Client Testimonials: Offer client testimonials to provide real-world validation of your high-quality support and communication practices, helping to build trust.