In today’s highly competitive business landscape, companies are constantly seeking ways to improve customer service and maximize operational efficiency. A key strategy that delivers tremendous benefits on both fronts is partnering with an offshore call center.
Outsourcing phone-based customer service, sales, and other inbound/outbound calling to an overseas call center taps into talent abroad while unlocking huge cost savings, flexibility, and other advantages. Read on to understand the benefits of offshore call center can provide.
Significantly Lower Operational Costs
The top motivation for most companies is the substantial cost reduction offshore call centers deliver. Labor expenses including wages, benefits, payroll taxes, and training programs are drastically lower in popular outsourcing destinations like the Philippines, India, and South America. Savings of 50-80% compared to domestic call centers are typical. Outsourcing reduces overhead to run high quality call centers at a fraction of the in-house price.
Highly Scalable Capacity
Unexpected call volumes or ambitious growth plans are easily handled, since offshore centers can rapidly scale agents up or down on demand. The top outsourcing providers hire from immense talent pools and train at high volumes to have capacity flexibility. No more turning customers away or paying for unused downtime. You have an elastic call center capable of adapting to evolving needs.
Time Zone Advantages
Offshore facilities enable staffing call centers according to time zones for maximum customer convenience. Route calls to different centers to provide 24/7/365 coverage across global customer bases. Strategically position centers to handle early morning and night calls at optimal times locally. Customers appreciate extended hours and ability to call at their best times.
Experienced offshore call centers specialize in the latest tools, technology, and best practices for efficient operations. This dedicated expertise would be costly for any single company to build internally. Outsourcing allows leveraging these specialized skills honed from serving many clients and industries. You benefit from the collective experience.
Focus on Core Business
Managing a domestic call center diverts precious time and resources from income-generating activity and distracts from core business goals. Outsourcing the function offshore frees executives and staff to direct their full talents towards advancing the central mission. The provider assumes responsibility for calling operations performance.
The best offshore call centers rigorously train agents in the nuances of regional dialects, cultures, and sensitivities to connect with callers seamlessly. Although thousands of miles away, skilled agents sound local and conversational. They build rapport and trust to deliver exceptional caller experiences. Offshore doesn’t have to feel “foreign.”
Business Continuity and Risk Mitigation
Spreading operations globally reduces risk compared to a single domestic center. If one location faces disruption from natural disasters, infrastructure failures or other scenarios, alternate centers provide redundancy to ensure continuity. Distributed global operations increase resilience.
Access to New Markets and Talent
Partnerships with offshore call centers also pave the way for expansion into their home region. The provider’s local experience, brand awareness, and talent pipeline removes obstacles to entering new overseas markets. Their global expertise supports international growth.
The efficiencies, scalability, expertise and cost savings of outsourcing call center functions offshore are compelling. While still ensuring quality customer and caller experiences, offshore call centers empower organizations to optimize operations and accelerate strategic objectives. The benefits for both providers and clients make the partnership advantageous for all.
Move Offshore Call Centre Pvt Ltd
2, Muthiyal Street, Little Mount, Saidapet, Chennai, Tamil Nadu 600015, India
+91 44 4211 8706