3 Questions to Answer Before Offshore Outsourcing Your Company

Are you thinking about offshoring operations for your company but don’t know where to start? Let’s get into some of the most essential topics you must ask yourself when considering your next move and how to tackle them.

Any company in a competitive field is constantly looking for ways to optimize operations and be more efficient. Offshore outsourcing is an established and increasing strategic solution for many. This way of conducting business is attractive because it enables cost reduction or access to a broader talent pool, among other advantages. However, there are some challenges along the way, too. In this article, we will go in-depth into three essential questions you should answer before deciding on how to approach offshoring your business.

3 Questions before to offshore a Call Center

What Are You Aiming For With Offshore Outsourcing?

When making these big decisions that might have a significant impact on your company, you have to have a complete understanding of your primary objectives. Are you looking to cut costs? This is one of the main reasons many companies outsource to take advantage of the lower labor costs.

To achieve this, it will be key to join partner companies that help successfully implement the process of offshoring operations. In Callzilla we contributed in this path. For example, for a high-profile Ed-Tech customer, we reduced customer service costs by 43%, while increasing the resolution rate and reducing live agent escalations by 38%.

Another popular reason for outsourcing is the potential access to a broader talent pool with specialized skills. Is not always the case that the specific talent you need is available locally. Having a broader horizon enables you to make sure you are making the best decision within a wider menu.

Last but not least, the companies have to talk about focusing on what they do best: their core functions. When you delegate non-core tasks to an external provider, your in-house teams can focus on more strategic and key parts of your business, driving innovation and growth. By partnering with Callzilla, you can rest assured that you are putting your customer service in the hands of specialists so you can pay more attention to what matters the most.

What Are You Aiming For With Offshore Outsourcing?

Communicating effectively is of utmost importance when offshore outsourcing. Working with people in other countries, different time zones or with different languages can be challenging. Coming up with a strategy to address these challenges is key to forging a solid alliance with your outsourcing partner.

Time zone differences and the coordination it requires for it to work smoothly can be challenging, requiring a lot of planning and flexibility. Some solutions that are applied to tackle this challenge are trying to establish overlapping working hours with your offshore location to make communication faster and easier, and regular status updates or check-ins so everyone is on the same page.

Language proficiency is another challenge you will inevitably face. Ensuring your customer service team has the correct language and communication skills is vital for your business. Language barriers can lead to misunderstandings and delays, so you must ensure your team has the proper language training or is bilingual to bridge the gap.

Finally, cultural awareness and cultural differences can make or break a partnership. Cultural norms or business practices can be different in offshore locations, and that causes cultural clashes in your company. This is why at Callzilla we make sure you find the perfect fit for your company by letting you pick every agent that will be on your team, so you know you have the right people for the job.

Did You Assess How To Mitigate The Potential Risks?

One of the primary concerns when offshoring a company’s operations is data security. Sensitive information is always shared within a company, so you have to ensure your partner adheres to the most robust protocols.

The implementation of encryption, access controls, and security audits are some of the methods used to protect your data. Additionally, it’s crucial to comply with the laws and regulations of the offshoring location, which means your agents have to be routinely trained.

If not done right, the quality of your service can be affected negatively by offshore outsourcing. Following quality standards, monitoring performance, giving feedback, and measuring different metrics ensures you keep high-quality standards that will elevate your clients satisfaction levels.

For all of these concerns you might have when deciding to offshore your business, you can verify which certifications your partner has. At Callzilla, for example, we are PCI DSS certified to protect all your clients’s payment data and ISO 9001 certified for quality management among other certifications that testifies to our quality of service and experience in offshore outsourcing contact center service.

It’s Time To Offshoring

Offshore outsourcing can benefit your business, from cost savings to access to specialized talent, but it requires an important responsibility. That said, by clearly defining your objectives, making informed decisions, and choosing the right partner based on the key factors we gave you in this article, you can overcome all those challenges and take your company to the next level.

Ready to take the next step? Partner with Callzilla today for the best offshore outsourcing solutions to your contact center. Reach us today to learn more in-depth how we can help you and your business objectives.