Offshoring-call-centersOffshore call centers are contact centers that businesses can outsource to that are located in countries outside of the United States. These offshore call center services typically exist in developing countries that allow for low operational costs. Overseas call centers have their benefits, but they also have their drawbacks.

Pros:

  • Low labor costs

    One of the main advantages of offshoring call centers is the low cost of business in many developing countries. Overseas countries have lower labor costs, land costs, and general business operations costs. This can help companies increase their profitability which can then be invested in over areas of their business. Low labor costs can also allow companies to achieve more services for their customers such as technical support and outbound call agents.

  • Access to a large pool of qualified workers

    Many countries have a large number of people who have experience working in contact centers, making outgoing calls, receiving incoming calls, and providing stellar customer service. Outsourcing opens businesses up to a large pool of call center experts and call center technical support experts who can provide high-quality offshore customer service.

  • Increased flexibility

    Outsourcing to offshore call centers allows companies to adjust their staffing levels and months of operation to respond more flexibly to levels of demand. This empowers companies to be more responsive to the needs of their customers and improve customer satisfaction. For example, a business who has a higher demand during summer months may require ten contact center agents during the summer months, but may only require three call center agents during the winter months. This fluctuation in need is achievable through outsourcing.

  • Multilingual options

    Many offshore call center industry agents are multilingual. This may be in their native language and English, or in their native language, English and a variety of languages. Offshoring allows businesses to easily hand pick the language services they desire to offer to their customers.

  • 24/7 customer service

    Offshoring call centers to countries with different time zones can allow companies to offer 24/7 customer service at a cheaper rate than onshore or nearshore outsourcing. 24/7 customer service is extremely important for customer satisfaction and for the opportunity to reach customers from around the world and with varying life schedules.

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Cons:

  • Language and cultural barriers

    One of the main drawbacks of offshoring call centers is the language and cultural barriers that arise. Customers may find difficulty communicating with call center representatives who speak with an accent or who are not familiar with the customs and language idioms from the customer’s primary country. This can lead to damage in a company’s reputation and customer perception.

  • Quality control

    • Supervising and training employees in a foreign country can be more difficult due to limited in person supervision opportunities from the hiring company. This can lead to lower-quality customer support. This is why it is important to hire trustworthy outsourcing companies that pride themselves on quality customer first solutions and who retain driven management personnel.

  • Perception of company

    Domestic call centers provide a better perception of companies from customers. Customers may believe that the business is limiting contact center job opportunities when outsourcing offshore, or they may have a negative perception with the idea of foreign contact center agents.

  • Security concerns

    Outsourcing call centers to offshore countries can raise privacy and security concerns. Companies may have to comply with different data protection regulations and laws in different countries which can prove difficult. It can also be risky trusting a foreign country with sensitive information about your customers which is why it is important for businesses to do their research and choose an outsourcing company that values information securities and client privacy.

Offshore call centers can prove to be significantly cost effective while providing companies with access to a large pool of qualified professionals. However, companies should carefully consider the potential drawbacks and make an informed decision before outsourcing their business needs. Companies should consider the potential impact on their customer perception, the quality of services provided and the impact on domestic call center jobs. By carefully evaluating the pros and cons of outsourcing to offshore call centers, companies can make an informed decision that best aligns with their business goals. Reputable companies, such as Callzilla, value customer security and satisfaction, as well as the hiring companies business goals and stipulations.

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What outsourcing options do businesses have?

Onshore

Onshore call centers exist within the bounds of the United states

Pros:

  • More Control
  • Secure
  • Good customer perception
  • Understanding of cultural and linguistic nuances
  • Easier business communication and collaboration

Cons:

  • Higher labor costs
  • Limited availability of specialized skills and languages
  • May not offer 24/7 support
  • Specialized skills and support costs more

Nearshore

Nearshore call centers exist outside of the United States but within the same continent

Pros:

  • Lower labor costs compared to onshore call centers
  • Improves communication and collaboration due to similar cultural and linguistic backgrounds
  • Greater ability to offer 24/7 support
  • Potential for multilingual agents

Cons:

  • Potential language barriers
  • Increased cost in international communication and travel
  • May not offer specialized skills or great variety of languages
  • Potential security risk

Offshore

An offshore call center works in overseas countries.

Pros:

  • Low labor cost
  • Access to a large pool of qualified workers
  • Increased flexibility
  • Multilingual options
  • 24/7 Customer service

Cons:

  • Language and cultural barriers
  • Quality control issues
  • Negative perception of company
  • Security concerns

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Every outsourcing option has its pros and its cons so it is important for companies to do their research and decide for themselves whether or not offshoring is best for their individual business needs.Contact us if you want to know more benefits about offshoring call centers,

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