Offshore Call Centers vs. In-House

Brian Keep, Ytel |  

When faced with rising costs and the need to support a domestic call center, many businesses are electing to choose outsourcing as their solution. There are several reasons that businesses choose to deploy their call centers overseas rather than operating in-house, but the majority make the choice believing the cost-savings will be ample, and that's enough to justify not making the investment within their business. Read on for some pros and cons in offshore call centers!

When faced with rising costs and the need to support a domestic call center, many businesses are electing to choose outsourcing as their solution. There are several reasons that businesses choose to deploy their call centers overseas rather than operating in-house, but the majority make the choice believing the cost-savings will be ample, and that's enough to justify not making the investment within their business. Read on for some pros and cons in offshore call centers!2016_04_Offshore.jpg

The Pros

Cost savings

This is typically the reason why business owners choose to deploy offshore. The call centers typically have the most employees, so it's a quick fix to eliminate a large headcount within a company. 

One less thing to manage

With one less thing on management's plate, this means they can focus their energy and attention on other pressing matters in their business.  Having someone else handle it is often the best call.

The Cons

Longer talk time

Whether it's a language barrier, weak Internet or a connection issue, there are a plethora of reasons why calls are commonly longer when dealing with an offshore call center. Often times, these are just short term issues that alleviate as time passes, but it's definitely one worth noting.  

Script diversions

When a caller gets frustrated or asks a question off topic or one that isn't noted in the script, the conversation may diverge into unknown waters, which can lead to a poor customer satisfaction rate.

Customer satisfaction

When customers are frustrated with long phone calls and script diversions, they are more likely to hang up and then call back, hoping to get a new agent whom they can better interact with. This will quickly decrease your customer satisfaction rate. 

At the end of the day, you have to find out what works best for your business. Maybe the risk is low and the ROI is high to outsource your call center. Or maybe you've analyzed the cost and the risk and decided it's in your company's best interest to invest in-house. Make sure you base your analysis solely on fact, not on promises made.

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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