There are three different types of call center outsourcing in terms of location. There is onshore, nearshore, and offshore outsourcing. In terms of outsourcing by industry there are a variety of categories. The main categories include Professional outsourcing, Operational outsourcing, Manufacturing outsourcing, and Project outsourcing.
An offshore call center is a type of outsourced call center that provides call center services outside of the hiring company's country of origin. The contact center agents will be sourced directly through the offshore company in the company's country.
TBusinesses of all sizes outsourcing their contact centers is a common practice. Outsourcing allows businesses to focus on developing their products and services instead of investing time and money in the development and management of their own personal contact center. Utilizing existing contact centers means a business does not have to form their own procedures, hire their own agents and managers, or worry about potential fluctuating costs within the call center business itself.
Offshore call centers can be more cost effective. Due to varying economies, a company in the United States may find that the utilization of an offshore center is more affordable than an onshore center. These call centers can also be beneficial as it provides the opportunity to hire bilingual agents that can reach a greater number of customers. Offshore call centers being more cost effective provides companies the opportunity to hire 24 hour service. These service agents will not be restricted due to time zone differences and will have the ability to perform cold calling and outbound calling at appropriate hours to meet customer needs. They will also be more readily available to receive inbound calls and provide customer service and support.
Determine what factors are most important to you and which ones are most beneficial to your business. Performing market research on various options is important when choosing the best location for your business. Customer service and customer support should be the main focus when making decisions that will directly impact the customer experience.
Outsourcing to offshore call centers can be an effective way to lower business costs and allows for more time spent focusing on the growth and management of the business. It is important to evaluate the requirements of your business and find the right type of call center to fit those needs. Contact Callzilla to help you determine what type of call center outsourcing is right for you and your business needs.