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Article : Strategic Call Center Offshoring Strategy, Do You Have One?

Offshoring is an integral part of volume mix strategy in any high volume customer service organization. However, does your organization have a long-term offshore-onshore strategy defined in line with your organizational and customer ecosystem balancing a healthy offshore-onshore mix? Do you have a logical segmentation that defines your volume mix? Are you able to articulate your strategy? If not, its time…it’s high time!!

It has happened way too many times with way too many organizations in the industry for it to just be a mere coincidence where;

 

  1. Organizations that did not believe in offshoring strategy realized a little too late in the game and missed out building their offshore centers and missed tapping in to the abundant talent pool in Philippines and India.
  2. On the other hand organizations that outsourced too much too fast ("Move it all" type) realized in 4-5 years the impact of no presence or very minimal presence on-shore on their brand, quality & market reputation which has a direct correlation with lost revenue and churn rate.

 



If you want to protect your organization from being one of the above then the answer is to have a balanced & strategic volume mix that supports your long-term strategy and accommodates your customer ecosystem and your ability to articulate it to your larger employee base, leadership and shareholders. Like all other strategies, if you cannot articulate it then you don’t have a strategy.

In my experience managing large customer service sites in US, Philippines & India and having defined volume mix strategies for large scale teams, I don’t think there is one right answer in terms of what is the right mix between offshore and onshore volumes. There are multiple models you can consider in defining your volume mix segmentation and to strike a strategic balance long-term inline with your organizational priorities, competition and your customer eco-system

Obviously, if cost is your ONLY priority then these options don’t apply to you.



Revenue based offshoring strategy:
This model focuses on a volume mix strategy based on your customer revenue segments. The logic is to have higher revenue generating customer onshore and lower revenue offshore with the principle of higher the revenue-higher the investment, better the experience. This model enables you to segment your customers based on revenue and there by differentiate the investment for service. This model also helps you drive a healthy cost balance as your onshore investment is on xx% of the customers who generate xx% of your revenue.

This could also further be segmented in to B2C Vs B2B Strategy. B2C Offshore and B2B On-shore. If you are looking for revenue based differentiated customer experience and making it a competitive advantage then this could be your potential answer.



Channel based offshoring strategy:
This is a straightforward approach of retaining phone support on shore and off shoring email, chat and other non-voice support channels. This enables you to take advantage of the in-market native speaking resources to interact with your customers live while utilizing offshore base for offline customer interactions and provides a clear segmentation between your onshore Vs offshore workforce. This according to me gets the bang for your buck, as this is a strength-based model utilizing all your on-shore resources for live support



Tiered offshoring strategy:
This is based on the research around when and how accents impact customer perception. This model segments having off-shore base support frontline queries while utilizing on-shore for Level 2 support or escalations. This model enables you to have escalated situations and irate customers deal with your experienced on-shore resources to ease customer experience in out of control situations



Issue based offshoring strategy:
This is a tactical segmentation than strategic and a very operational solution. Principle is to have high volume low variation segments offshore and low volume high variation segments onshore. This will enable you to balance your cost options with higher offshore headcount supporting basic troubleshooting and a smaller on-shore base supporting complex high variation segments.

My personal recommendation is a hybrid model combining Revenue and Channel strategy that according to me perfectly utilizes the strengths of your on-shore resources and balances your cost by utilizing your offshore resources in a meaningful way

 

An Example of Revenue & Channel Hybrid offshoring strategy

At the end of the day, it all comes down to how you want your customer service strategy to support your larger organizational vision and how you want to position your customer service offerings as a competitive advantage. Moving it all offshore based on a few internal dynamics will be decision organizations will significantly regret long term and at the same time retaining it all on-shore may not be meaningful strategy for large-scale organizations with no quantifiable revenue impact.

Having a strategic offshore on-shore volume mix is the key and your ability to define it in a meaningful way for your organization based on a long-term view will play a key role in positioning your customer service as a competitive advantage in the market.


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Today's Tip of the Day - Total Solution

Read today's tip or listen to it on podcast.

Published: Wednesday, May 27, 2015

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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