Trying to decide between onshore and offshore call center outsourcing for your business? Both options have unique pros and cons that could have a big effect on your customer care. Keep reading to learn about the benefits and drawbacks of the two options. By the end of the article, you’ll have a better idea of the best option to suit your company’s needs.
Benefits of All Call Centers
Call centers of any kind help to reduce costs and ease the responsibilities of a busy company. Once a business hires a call center, they free up their time to accomplish more important tasks and can be more effective in their day-to-day job. Call centers also allow for 24/7 customer service to support customers whenever they need it.
Offshore Call Centers
An offshore call center is an external service provider located outside of the United States. Many U.S. companies choose to hire offshore call centers in countries like India or the Philippines. Here are some of the pros and cons of offshore call centers:
- Lower Cost. The main draw of offshore call center outsourcing is that call centers offshore are more affordable than onshore call centers. Because of differences in economies, the cost of handling a call offshore can often be half the cost of handling a call in the U.S.
- Bilingual Services. Offshore call centers can be found all over the world. Customer services representatives in these countries are often bilingual, and sometimes even speak three or four languages. If you have a high volume of customers who speak another language, it could be greatly beneficial to find an offshore call center that can easily speak to customers in their native language.
- Afford a Wider Range of Services. Because offshore call centers often cost much less than onshore call centers, companies can afford to hire them for a wider range of services. For example, a company that hired an onshore call center to answer calls during business hours might be able to afford 24/7 customer service with an offshore call center.
- Language Barriers. The biggest concern of offshore call centers is the language and cultural barriers that arise as a result of the call center being in a foreign country. Though customer service representatives may speak English, they still may have a hard time speaking conversationally and may not be able to stray from a script.
- Decreased Control Over Business. Offshore call centers are harder to visit. Because of the distance, you may not have as much control over what is happening at the call center or know who is being hired to handle calls.
- Security Concerns. Onshore call centers are easier to regulate and secure than offshore call centers. An offshore call center may not follow the same security protocol, which may increase the likelihood of a data breach.
Onshore Call Centers
An onshore call center is one located within the United States. The call center could be in the same area as the business or be located in another state. For example, a company in San Francisco might hire an onshore call center in Dallas, Texas. Here are some of the pros and cons of onshore call centers:
- Shared Language and Culture. Most companies who choose onshore call centers do so because they know the customer service representatives have a shared culture with their customers. This eliminates language barriers and increases customer satisfaction.
- More Control Over Business. Having an onshore call center allows businesses to more easily engage with the call center and visit in-person. They can monitor the quality of the customer service and ensure it lives up to their standards.
- Higher Efficiency. Offshore call centers often have inefficiencies due to language barriers and physical distance from the company employing them. These problems are removed with onshore call centers, making them more efficient and effective.
- Higher Cost. The main drawback of onshore call centers is the higher cost. Employing people in the United States simply costs more. But the company may enjoy savings over time with the increased efficiency and ease of communication with the call center.
Choosing the Right Option For You
If you’re a company looking to maximize your budget, an offshore call center may be the best option for you. Quality of customer care may be lower, but you’ll be able to afford more expansive services and 24/7 care.
Companies that have a larger budget should consider using an onshore call center. This option will allow for greater control over the inner-workings of the call center and reduce problems related to cultural or language barriers.
By carefully weighing your options, you’re sure to find the right solution to fit the needs of your business. Good luck with your decision!