Near shore outsourcing refers to finding service providers within your local axis. For the United States, this can refer to companies who are located near the Mexican border. Apart from having an easier time with the cultural barrier and being able to speak in both English and Spanish, near shore outsourcing has other benefits compared to working with an offshore company located in India or the Philippines, for example.
Beware the Hidden Costs
If you’re cost-sensitive and are considering call centers, outsourcing to nearshore companies may be farthest from your mind. Outsourcing offshore may seem well and good at first, but it is you may be hit with all sorts of hidden expenses.
To begin with, there’s the travel expenses and the time spent traveling back and forth. This is crucial when you’re starting off a relationship with a call center. Remember that if they’re flying out to meet you, they often send their best people. You need to visit the call center in their home country to see the real deal. Vetting an onshore company for a large contract is hard enough, but an offshore one is even harder.
Information is Secure
If your business handles sensitive information, background checks are a must. While your company makes up the rules, the truth is agents based in call centers abroad may not have to go through the same security process and background checks. This leaves space open for confidential customer information to be misused and mismanaged. Furthermore, if sensitive information ends up in the wrong hands, you may have to face some serious consequences.
Nearshore outsourcing will reduce the chances of this happening because you can produce a legal document for agents to sign, stating that they must not leak any confidential customer information. Although you can also do this for outsourcing companies abroad, getting the required documents from locally sourced agents may save more time and be less complicated from a legal perspective.
More Control Over Your Own Business
Using an external service provider is essentially the same thing as letting a stranger take over an aspect of your business. It could be very difficult to control the way things are run when you’re not based overseas with the agents, and it could be hurting and damaging your brand if not properly managed. With nearshore call centers, you can take control by adopting a strategy that allows you to to have face to face communication with agents every now and then.
Call center outsourcing companies, especially those who are located nearshore, can help protect you from legal problems, and increase customer retention. Better yet, you don’t have to worry about hidden costs.
Pros and Cons of Call Center Offshore Outsourcing, Talkdesk.com
Offshore Call Center Outsourcing: Is it saving you money or costing you?, SearchCRM.techtarget.com