Nearshoring Examples in the USA: Success Stories

In interview with Callzilla’s CEO Neal Topf, he told us about some of his company’s success stories that perfectly illustrate some of the potential nearshoring can have in your business.

Within the growing world of outsourcing, nearshoring is a choice that many companies can overlook. While its advantages, like time alignment or a potentially more compatible culture, may seem obvious, not everyone understands how critical its impact can be in transforming your delivery. 

At Callzilla, as a leader in this growing market, we have a lot of successful nearshoring examples under our belt. In this article, we will focus on three examples that our CEO Neal Topf hand-picked himself as some of the better examples of this method of conducting business.

3 Nearshoring examples

Transforming a Cosmetic Company’s Customer Service

The first success story that Neal brought to us was a partnership between Callzilla and a leading cosmetic company in the consumer goods sector that suffered challenges in managing their in-house US contact center effectively. They struggled with low-performance metrics all across the board and failed to meet the desired customer satisfaction levels.

Callzilla implemented nearshoring as a solution to its issues, leveraging its expertise in optimizing resources and improving efficiency. This resulted in improvement in call handling and service levels, which in turn allowed the company to retain more clients and increase customer satisfaction by more than ten percent in no time.

The culture that Callzilla developed with this client, paired with the advantages of nearshoring, like time and cultural alignment, made the adaptation to the new model seamless. It also allowed our partner to thrive and focus more on their core functions.

Helping a CPG Company to Reach New Opportunities

This second nearshoring example shares many similarities with the previous one. A pet food or CPG (consumer packaged goods) company was looking for better ways to enhance its customer service, but the transition from onshore to nearshoring initially puzzled them. Is a common perception that there are some significant challenges in the middle, like language or cultural differences. Specifically, they had issues with abandonment rates, inconsistent service levels, and low-resolution percentages.

Partnering with Callzilla for their nearshoring endeavor, they found out this transition is better when you have the right business partner. Callzilla facilitated this shift while improving service delivery to match client expectations and enhancing all the most relevant metrics. Only months later, the saving rate improved from 15 to 20 percent to 30 and 35 percent, basically doubling it. Revenue and profit also improved, along with other crucial metrics like customer satisfaction, resolution percentage, and customer experience. 

Neal Topf also highlighted that a differential feature Callzilla offers to its clients is the fact that it allows its clients to interview and select all the members of their team. This way, the client knows precisely who they are working with since they can choose based on english level, experience, skills, or personality. Involving the client in a selection process builds a better company culture, which closes the gap on some of the challenges in nearshoring.

Optimizing Technical Support

The last story Neal Topf told us was about the partnership between Callzilla and a company that needed to improve its IT helpdesk and technical support. This client reached out to Callzilla because they are interested in moving their outsourced services from India to nearshoring their operations to improve general performance.

The main challenging problem this company faced was time alignment, which made communication with their team harder. This created a plethora of different problems, like difficulty contacting for inquiries, requests, or emergencies, all because of the previously mentioned time zone difference. Also, they were suffering from poor account management with a bad quality of approach.

Callzilla applied its nearshoring expertise to overhaul its approach to customer service. Neal Topf explicitly highlights that one of the key aspects that made this partnership grow and gave the client peace of mind was Callzilla’s consultative and solution-focused approach. He remarked that Callzilla incorporates the client in every process. The client can always ask questions, participate in decision-making, and make suggestions to add value and create a workflow.

It usually takes one to six months from implementation to improvement of the service provided. After that, our partner saw immediate improvement in call handling, client satisfaction, and resolution rate while seeing a decrease in abandon rate. The improvements that can be seen the fastest are the qualitative ones. As Neal Topf himself puts it, “It’s more about art than science” when explaining his approach.

Nearshore your services with Callzilla

While we were finishing our clarifying interview with Callzilla’s CEO Neal Topf, he explained a few more key principles he feels make Callzilla’s approach always a step ahead of the competition. In the interview, he told that another perceived misconception about nearshoring was attrition. Callzilla proves this wrong, as its attrition levels are lower, between twenty and one hundred percent, compared to those of US onshore contact centers; this doubles the average ten percent of other nearshoring operations companies.

Finally, Neal topped it all off by revealing to us what, for him, is Callzilla’s core philosophy, which is “employee-centric, client-centric and customer-centric with an approach of continuous improvement”. This makes Callzilla a company that is not your typical transactional contact center but a partner that builds culture and continuously strives to improve processes and systems. 

So, what are you waiting for? Contact Callzilla today to start your onshoring endeavor with the best associates.