Call Center Offshoring: Is call center offshoring the best option?

Determining whether or not trusting an offshore call center is the best option for your business depends on what your company prioritizes. Offshoring your call center operations has a great number of advantages, but it can also have some challenges.

What are the benefits of utilizing an offshore contact center?

• Lower costs

  Due to the varying economies in developing countries offshore, operational costs are widely reduced. This allows businesses from any caliper to obtain a contact center and improve their overall customer service experience.

• 24/7 services

  • Offshore call centers operate in time zones that differ from the time zones in the United States. This time zone discrepancy creates the added advantage of 24/7 customer service operations at a comparably low cost.

• Customizable services

  • Your business can customize different aspects of the call center service. You can choose your number of employees and what services they offer to your customers. For example businesses can choose whether they want call center agents to make outgoing calls to customers or if they just want to focus on incoming calls.

• Hands-off business operations

  • Overseas call centers can be difficult to get to. Due to this access difficulty, many offshore call centers are relatively hands-off. The hiring business can still make large business decisions, but they do not have to be concerned with general management and decision making responsibilities.

What are the challenges to call center offshoring?

• Communication

  Offshore call centers are typically located in areas that do not speak native english. This can prove to be a barrier of communication with customers they are servicing. While contact center agents in these call centers are typically bilingual, the cultural and language barriers can still prove challenging.

• Compliance and security

  Due to the difficulty of physical access to the contact center, there is the risk of regulation and procedure not being complied with. There is also a heightened risk of security breach and sensitive customer information being vulnerable. This risk is greatly reduced when businesses choose to hire reputable contact center companies with processes in place to ensure customer information is secure and procedures are followed.

• Reputation

  Contact centers are one of the main points of contact that customers have with a business, especially if there is no physical store front. This means that a large portion of a businesses reputation can rest in the hands of the call center agents. Hiring a trustworthy offshore call center service that provides customer first interactions and ensures quality customer service is integral to creating a healthy public perception of your business.

A quality call center works with your business needs and holds their customers at the top of their priority list. There are various types of contact centers, all of which vary in their advantages and disadvantages.

What are call center options?

1. 1. In house

      In house call centers are run directly through the company without any outside help. Businesses create and refine their call center operations, then recruit, hire, and train contact center agents.

   2. On shore

      These contact centers are located within the boundaries of the United States. They typically allow for the most control over business operations, however they can be expensive and may not allow for business to afford an expansive range of services.

   3. Near shore

      Nearshore call centers are located near the United States. These centers allow for easier access than offshore while still being lower in cost than onshore call centers.

   4. Offshore

      Offshore contact centers are the least expensive option. This cost saving option allows companies with a greater range of services at an overall reduced price point.

What are Callzillas offshore call centers features:

• Agent diversity

Agents are multilingual and can interact with customers in various languages.

• Built in management

  Due to the location, management for your contact center team is built in. Call center jobs can be difficult to staff so we will be happy to do it for you!

• Hours of operation

  • Callzillas contact centers provide businesses with the option to obtain their services 24/7. This way customers always have access to an agent that is ready and willing to help.

• Script adherence

  • Due to potential language and cultural barriers, agents may not be able to deviate from a script. If your business requires agents to have deeper conversations with customers, then a near shore option might be the better option for your company needs.

• Inbound and outbound customer contact

  • Telesale agents can be hired to initiate customer contact for whatever purpose your business may require on top of answering customer inquiries

• Lead Generation

  • There are various options for lead generation available. This can be from automatic chat or through live agents.

• Contact options

  • Customers can utilize different contact options through callzillas services. These options include telephone communication, live chat communication, social media customer service and automated bot chatting.

  

  The cost effectiveness of offshore call center services is the biggest draw towards their utilization. Businesses who utilize the ability to outsource their call centers have the advantage of low cost, quality customer support without the added responsibility of call center management.

  Outsourcing to an offshore contact center is not the right decision for every business, so if offshoring is not for you, nearshoring might be! Looking into each option is worth it and can save your business a lot of time, money and unhappy customers. Customer satisfaction and the customer experience should be the main goal of any contact center, so if you need more information contact us and be sure to put the customer first when making your outsourcing choices.