While offshore call center outsourcing has many advantages and use cases, there are several challenges that offshoring can pose, which are mitigated by onshore solutions. For instance, the offshore model is prone to language and cultural barriers, making miscommunication and misunderstandings more common. On top of that, depending on where the offshore partner is, there can be considerable time zone mismatches, resulting in limited availability, interruptions in service, and delayed customer responses, which can all be major sources of customer frustration.

Another concern with offshoring is quality control and data security. Since data privacy regulations don’t always line up from country to country, the wrong offshoring partner might open U.S.-based companies up to compliance issues, along with fines and legal action if things go wrong. Finally, the physical distance can make it hard to resolve issues with some offshoring partners, and the lack of effective collaboration can give rise to quality control issues that affect the customer experience. If these sound like deal-breakers to your business, our onshore call center outsourcing solutions might be a better option.