What Contact Center Services can be outsourced?
Provide better customer service with a contact center to offer support through various channels not limited to voice calls but also including web chat, emails, and social media.
Onshore
Nearshore
Offshore
Managed Services
Where to outsource?
Why do companies outsource
Businesses can access mission-critical IT solutions without the additional cost of internally managing infrastructure, systems, and staff.
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What are the different Contact Center outsourcing models
Onshore
This refers to hiring a service provider of a contact center with agents based in the business’ home country or region.
From a business standpoint
Onshore contact centers may be the better option for businesses especially if you are catering to a local market. With this type of contact center, companies don’t have to worry about potential language barriers and cultural differences therefore ensuring the ideal customer experience.
Advantages
Work with a team who speaks the same language and shares the same culture as your customers
Faster implementation and efficient coordination with the service provider working in the same country and timezone
Lower costs versus setting up an in-house contact center
Nearshore
This refers to hiring a service provider of a contact center with agents based in a territory close to business’ home country or region not only in terms of geography but also of language spoken and culture.
From a business standpoint
With nearshore contact centers, businesses can achieve more cost-savings because of the lower labor costs compared to domestic service providers. Moreover, similarities between the language and culture can still be expected.
Advantages
Work with a team who is familiar with the customer’s language and culture
Easy management since the contact center is still within a close proximity
Lower costs compared to onshore contact centers
Offshore
This refers to hiring a service provider of a contact center with agents based in a foreign country in another region. Businesses usually opt for this outsourcing model to get the most cost-savings.
From a business standpoint
Offshore outsourcing can offer more options for lower cost service providers. Service providers with contact centers also have agents who are bilingual and can speak fluent English. Having an offshore contact center also allows the added advantage of providing 24/7 customer support.
Advantages
Reduce labor and overhead costs significantly
Less management of customer service function and more focus on core business
Advantage of 24/7 support because of the timezone difference
Managed Services
This is for businesses with in-house contact centers but prefer to outsource the manpower management to a third-party. The service provider handles from recruitment to training, among others.
From a business standpoint
Businesses that want more control over their customer service may choose to get managed services from a third party. This applies for companies who want to ensure the security of their systems while still reducing the cost and time spent on managing an in-house team. This allows the business to still focus on the core functions while providing good customer experience.
Advantages
Ensure the security of the customer service systems and processes
Focus on the core business while a third party handles the management of the contact center
Closely monitor the contact center activities and quality assurance
Where to outsource Contact Center
Asia has numerous outsourcing destinations that offer businesses with quality services, highly-skilled talent, and competitive rates.
Philippines
China
India
Indonesia
Malaysia
Nepal
Singapore
Taiwan
Thailand
