When thinking of call center solutions for your company, outsourcing may come to mind. It’s one of the most cost-effective options in the market, and there are a wide range of solutions offered according to your company’s needs. But knowing who to actually partner with can be difficult, especially with the wide range of options.
You may have already chosen nearshore outsourcing over offshore outsourcing, but where to start? Which operations should you outsource? Which services provide you with the most cost savings without leaving quality aside? If you’re asking yourself these questions, this short guide is for you.
Read on to find some of the do’s and don’ts of nearshore outsourcing.
DO analyze your company’s needs
Not all services need to be outsourced, and not all outsourcing companies are appropriate for the solutions you need.
- What call center service are you looking for?
- Are you looking only for customer care solutions?
- Do you wish to outsource other departments?
- How much workforce do you need to sustain said services?
These are some of the questions to analyze in order to choose the best outsourcing partner for you.
DON’T go for the cheapest option
A main reason of choosing nearshore outsourcing is to get certain services at a lower cost offshore call centers. But this shouldn’t be a matter of sacrificing quality or expertise over price. Sometimes the first direct interaction a customer will have with a company is through their contact center, and we all know that when the customer is happy, the business grows. So invest in your nearshore call center, because it will pay off!
DO hire multilingual partners
Monolingual customer service limits your company’s reach, especially in a country like the United States, where the language diversity is wide-ranging. As your business process expands you will need to expand your multilingual workforce, which leads to more costs in the long run. Why not just having multilingual contact services from the start? Latin America is a great option if you are looking for multilingual services, since most of the call center outsourcing offered there is bilingual, and many provide other languages as well.
DON’T hire services without doing your research!
After identifying the services your company requires, the best thing to do is to get information about your outsourcing prospects. Consider the call center location, whether they have experience working on the field of expertise you demand, if they have the necessary knowledge on american culture in order to provide the best customer service, and check that time zones are not an obstacle in case you need specific solutions from them (this might not be a big of a concern as with offshore call centers). Also, look for reviews and testimonials on their performance from other partners, and ask the provider for quality statistics and references.
These are only some of the things that you need to take into account if you wish to hire nearshore outsourcing services for your business. Want to know more? Check out our complete guide to nearshore outsourcing and find all the information you need to make the right choice.Get to know Callzilla, a company that provides call center services putting quality first. We provide outsourced call-center services for all types of industries, achieving excellent results.
About the Author: Neal Topf
