Many companies find that outsourcing their inbound call center operations offers more benefits than handling the work in-house. When researching where to outsource, there are basically three options to consider: offshore, nearshore, or domestic. So, which type is best for your business?
What to Consider When Choosing a Call Center
What is “best” for your organization will depend on your company’s unique set of needs and goals. You may want to consider:
A nearshore call center is located outside the United States, but typically is in our hemisphere. Regions such as Mexico, Central America, nearby islands, and even South America are often considered nearshore.
Advantages of nearshore:
An offshore call center is one that is located in a more distant region of the world. India, Philippines, Asian countries, and Eastern Europe are all examples of offshore areas that have call centers. The biggest draw of offshore call centers is their ability to hire agents at a far lower cost. Other offshore advantages include:
Offshore call centers are geared to large operations. Sometimes a single high rise in the Philippines can have three different call center companies on different floors.
An onshore, or domestic, call center is located in the United States. Advantages include:
So, Which is Best For You?
The size of your required call center can often be a major factor. If you have a smaller operations, (less than 100 seats) typically offshore is not for you. It is too far away, there are too many risks, and offshore operations are, generally speaking, built for large, multi-hundreds or multi-thousands of seats.
Nearshore facilities will often gear themselves to smaller operations, maybe as small as even 10 seats. However, the fewer the seats, the smaller the savings, and it may not add up to enough savings to offset the potential lack of control you may have in a nearshore facility.
For many companies, customer experience is the overriding factor. Your call center can directly affect your brand and your customer loyalty. So the farther away you go, the more certain you need to be that the partner you select is going to produce a quality team of personnel that are invested in your success.
No one ever leaves the U.S. for a nearshore or offshore partner because they want better customer service. Cost savings is the driving factor, and from there, you simply need to investigate thoroughly that the rest of their solution will meet your standards, or that the sacrifice you might make in certain other factors is acceptable.
Publish Date: June 21, 2018 5:00 AM
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