Introduction
You have several choices if you want to outsource your company’s call center solutions. During the process, you have to consider the location, the expense of the center’s operation, and linguistic and cultural prerequisites.
If you are considering outsourcing call center solutions for small businesses, you have three choices; onshore, nearshore, and offshore call center outsourcing solutions.
Choosing one over the other depends primarily on your business needs and operational costs, among other factors.
Not sure which is best for your organization? Continue reading to learn about the three types and how to identify a call center outsourcing solution that is right for business!
Onshore Call Center Outsourcing
Onshore call center outsourcing
An onshore call center outsourcing is when a business outsources call center solutions from a provider situated in the same country as the company it serves. Onshore call center outsourcing solutions are often considered reliable, have no language barrier, and follow the same regulations. However, onshore call center outsourcing might only be ideal for some businesses.
Benefits Of Outsourcing Onshore Call Center
These are some of the benefits of onshore call centers:
- There are little to no language and cultural constraints.
- Customers and agents interact better when they are familiar, which improves the customer experience.
- Your employees can efficiently travel to the call center for training purposes.
Drawbacks Of Outsourcing Onshore Call Center
- Onshore call centers are often more costly than offshore or nearshore alternatives.
- Onshore agents might not be available 24/7.
Is An Onshore Call Center For You?
An onshore call center is unquestionably more expensive than outsourcing overseas; nevertheless, it tends to provide greater customer experiences and satisfaction owing to familiarity with your consumers’ language and culture.
An onshore call center will be a great choice for businesses that:
- Need proximity or greater control over their BPO resources.
- Require legal jurisdiction for BPO resources.
- Provide culturally and linguistically responsive products and services.
- Necessitates excellent customer service and cultural or linguistic proficiency.
Offshore Call Center Outsourcing
Offshore call center outsourcing
When an organization contracts with a call center in another nation, this is known as offshore call center outsourcing. It is located far away from the country of business, usually in Southeast Asia. For example, a corporation in the United States will have an offshore call center in India. Small business call center solutions will greatly benefit from offshore outsourcing call centers.
Benefits Of Outsourcing Offshore Call Center
- Low operational costs.
- There are many positions and personnel eligible for large-scale activities.
- With offshore call center outsourcing solutions, it’s easy to provide 24/7 services to the US market.
- Offshore agents are multilingual.
- Can provide a range of services using call center software in India.
Drawbacks Of Outsourcing Offshore Call Center
- Businesses will have less authority. As a result, greater trust is necessary.
- Depending on where the offshore call center is located, there’s a possibility of a language barrier.
- There could be a lack of transparency in call center metrics.
Is An Offshore Call Center Right For You?
While offshore call centers are cost-effective, you are the greatest judge of your customer’s requirements and preferences. Offshore call centers will be an excellent choice for businesses that:
- Require a large-scale operation.
- Have limited resources and require a more economical call center solution.
- Don’t require proximity or much control over their outsourced call center.
- It is a global brand that requires multilingual customer support.
Nearshore Call Center Outsourcing
NEarshore call center outsourcing
A nearshore call center is when a business outsources a call center that is in a separate nation from the provided firm but is close by, compared to an offshore call center, which is often located in Southeast Asia.
For a US-based business, a nearshore call center could be located in Mexico, Canada, or a neighboring country. The nearshore call center may or may not share the same timezone as the business.
Nearshore call center outsourcing is a balance between offshore and onshore call centers.
Benefits Of Outsourcing Nearshore Call Center
Here are some benefits of outsourcing a nearshore call center:
- It is more cost-effective than an onshore call center.
- Agents may be bilingual.
- A nearshore call center will have a more cultural and linguistic connection to your target audience if you are a US-based business.
- Possibility of sharing the same timezone for ease of communication.
- Provides a higher level of control and is in close proximity.
Drawbacks Of Outsourcing Nearshore Call Center
These are the major drawbacks of outsourcing a nearshore call center:
- It isn’t as affordable as an offshore call center.
- Fewer contractor and human resource choices; restricted to particular geographic areas.
- Some language difficulties or cultural misunderstandings may still exist.
How To Choose A Call Center Solutions Provider?
Aavaz, your one-stop-shop call center solution provider
Each organization has unique call center requirements, targets, and budgets. The combination of the elements mentioned above and your specific needs and goals will decide which call center model is best for you.
If you want to increase your customer service while staying within your budget, offshore outsourcing might be the ideal solution for your business.
If you have a higher budget and customer service & satisfaction are of the utmost importance, then consider establishing an onshore or nearshore call center to ensure client loyalty and brand recognition.
To choose the proper BPO partner, you must conduct thorough research. Regardless of the option you select for your business, Aavaz streamlines outsourcing with the finest systems and technology. With Aavaz’s FreePBX, your SME can reach new heights and make your business technology friendly. Contact Aavaz today to set up the right call center solution for your business!
