Offshore call centres vs Onshore call centres (Difference)

Earlier, offshore call centers originally intended for painting a rosy picture while serving customers failed miserably in regard to expectations, performance, and efficiency. Following that, it was majorly received with backlash from western countries.

However, with the arrival of advancements, things have changed a lot. Companies offering professional call center services are ruling and these have altered the way everything works. Offshore outsourcing has gone ahead to be a welcome change and highly beneficial owing to its affordability and technical acumen. Now, many businesses are cashing on success by relying on contact centers in Latin America and Asia.

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Difference between offshore and onshore call centers

Let’s find out the difference between onshore and offshore call centers or in other words how domestic and offshore services establish a well-balanced scenario in the contact center field.

Offshore Call Center

Countries that are fast developing including India, The Philippines, Eastern Europe and Latin America find it quite feasible to depend on the cost-effective services offered by the contact centers. They are opted for:

  • Sales or customer Lead Generation with a huge list of targets
  • A large volume of incoming customer support
  • Functions relating to back-office such as Chat, Online Research, and Transcription
  • Functions which include low margin goods or services

Onshore Call Center

Countries that are rapidly developing including UK, USA, Germany, and Australia are known to provide exclusive services pertaining to:

  • Lead Generation or B2B Sales that has a limited database
  • The inbound support that has great value
  • Less number of outbound or inbound
  • Functions which include high margin goods or services

Benefits of offshore call center

An offshore contact center has a number of advantages attached to it. Here we have handpicked the best of its benefits:

Cost saving factor: Since the workforce and non-labor expenses are substantially reduced, an offshore call center thereby is a more preferred choice. Outsourcing offshore call center services make sure that the burden of investment stays minimal.

Devoid of language barriers: It is very essential for a business to have a bilingual call center. It helps in establishing a great understanding with customers having varied cultural backgrounds. There will be a clear exchange of communications without any language barriers, especially while dealing with someone in the executive position.

Free from management tangle: By engaging a call center there is no doubt about dealing with the employees in a management of an organization.  A call center has the competency to work efficiently even with less number of agents. Thus, one doesn’t have to go through the tireless recruitment or training procedures, or even sacking someone or fixing an appointment with the contact center experts. Working one-on-one with the manager is the only route that is best affirmed.

Comprehensive choice of services: The call centers in India are highly proficient in handling a wide range of outbound and inbound services that can be easily customized to match one’s specific needs.

Cutting down staffing problems: Outsourcing team is capable of handling every aspect of staffing, including recruiting, training, supervising a call center agents’ team as well as scheduling with them. By taking care of these functions, one can simply save time, investment and lots of efforts.

Well experienced: Call centers in India to have remarkable experience and expertise to deal with various kinds of customers, coming from various industries and having different types of procedures. This makes them a step ahead of other players in terms of providing solutions via an offshore call center.

Less pressure: One can easily cut down the work pressures by outsourcing call center services. There will be an easy flow of work with fewer constraints. The contact center agents are quite capable of handling the large volume of calls and are highly supportive to ease out your workload.

Round the clock assistance: The call centers are meant for providing help 24/7 which makes any company seek assistance at any given time of the day or night. This means help-at-hand throughout the year round is guaranteed.

Advantages of onshore call center

With English being the universal language, the contact centers are mostly looked up for having no language barriers. That is why an English speaking call center agent is mostly sought after whether it is for outbound call center services or inbound call center services. An onshore contact center has the advantage of engaging those who are natives of English countries or are fluent in the language. A contact center located in the mainland is more beneficial in regard to throwing light on management practices and hands-on training.

Consumers who are concerned about safeguarding their personal data will be keener to share information with an onshore call center. This involves the contact center agents to request the consumers their credit card particulars and other details while handling sales.

Conclusion

It’s been quite some time now that the offshore call center services are most sought after by companies who are looking for ways to save money and depend on productivity.

Well, no need to look for anywhere else, if you are searching for a reliable offshore call center service provider in India. We are available at your service round the clock and can help you in the best possible way to take your business to great heights. Simple get in touch with us and let us take care of the rest.

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