• News
  • Business
  • Entertainment
  • Science / Health
  • Technology
Facebook Twitter Instagram
  • Contact Us
  • About Us
  • Write for Us
  • Privacy Policy
Facebook Twitter Instagram Pinterest VKontakte
EzineMarkEzineMark
  • News
  • Business
  • Entertainment
  • Science / Health
  • Technology
EzineMarkEzineMark
EzineMark » News » Business » Getting Offshore Outsourcing Right
Business

Getting Offshore Outsourcing Right

Angela SpearmanBy Angela SpearmanMarch 27, 2022Updated:March 27, 2022No Comments3 Mins Read
Facebook Twitter Pinterest LinkedIn Tumblr Email
Getting Offshore Outsourcing Right
Share
Facebook Twitter LinkedIn Pinterest Email

Third-party call centres in India and other outsourcing destinations are now a commonplace business practice. For many businesses, it has helped them to significantly reduce costs while also improving the quality of their customer service function. Of course, not every outsourcing decision has had positive consequences, and when call centre outsourcing fails, it can have a devastating impact on customer satisfaction. However, the good news is that by finding the right premier provider, the chances of failure can be reduced.

One of the most important things to watch is price. When a major driver of outsourcing is cost, it might seem counterintuitive, but the most common cause of failure is when businesses opt for a provider that has set their prices too low. A major part of the saving from offshoring comes from the cost of labour since other costs, like software licensing, taxation, or premises, may not be significantly cheaper than elsewhere. This means that, frequently, every penny saved on call centre fees comes from their salaries.

The consequence is obvious: the best call agents take the best-paid work in a large and competitive market, which means that the low-cost call centre has a weaker pool to recruit from. This leads to mistakes and communication difficulties, and that results in frustrated customers.

It’s also important to look for the right call centre partner, and there are several factors that can influence a decision. Geography is a surprisingly important one. Although it is a global industry, even something like time zone can have an effect in the same way as salary, the better call centre agents may seek more sociable hours: part of India’s attraction is that it is well-located to serve Europe, the Middle East, and Asia.

And the call centre’s own specialisation will play a part. Increasingly, call centres, particularly premier ones, will focus on one or two sectors. This is often for practical reasons; working in sensitive sectors like healthcare or finance will require investing in costly security. But it will also reflect things like their local population. Call centres in the Philippines have become the world leaders in customer service because of Filipinos’ exceptionally high level of English fluency. On the other hand, India is developing a reputation as a destination for IT support call centres.

The call centre industry is a mature and well-developed sector. That means it provides a lot of advantages for the businesses looking to outsource; competition means that call centres have to keep prices low and quality high to win business. It also means a vibrant support sector there, ensuring that the services work efficiently and effectively; the software market alone is estimated to be worth $20 billion alone.

It can be difficult for businesses looking to use call centre outsourcing, but perhaps only because there are so many good options. And that is not a bad problem for any business to have.

Angela Spearman
Angela Spearman

Angela Spearman is a journalist at EzineMark who enjoys writing about the latest trending technology and business news.

Share. Facebook Twitter Pinterest LinkedIn Tumblr Email
Angela
Angela Spearman

    Angela Spearman is a journalist at EzineMark who enjoys writing about the latest trending technology and business news.

    Related Posts

    How to pick an attorney? Detailed information about it.

    October 8, 2025

    How External Billing Teams Help Clean Up Insurance Data

    October 1, 2025

    3 Signs You’re Ready to Hire a Part Time CFO for Your Company

    September 30, 2025

    Sweet and Savory Success: How Cookie Dough and Popcorn Fundraisers Appeal to Every Age Group

    September 23, 2025

    Subscribe to Updates

    Get the latest trending news from EzineMark.

    How to pick an attorney? Detailed information about it.
    October 8, 2025
    How External Billing Teams Help Clean Up Insurance Data
    October 1, 2025
    3 Signs You’re Ready to Hire a Part Time CFO for Your Company
    September 30, 2025
    Benefits of Double Sided PCB Assembly
    September 28, 2025
    Classic Toys: How Hands-On Play Helps Build Life Skills
    September 27, 2025
    The Future of Healthtech: Putting Users in Control of Their Data
    September 26, 2025
    The AI-Powered Cyber Threat: A New Era of Hacking
    September 24, 2025
    Sweet and Savory Success: How Cookie Dough and Popcorn Fundraisers Appeal to Every Age Group
    September 23, 2025
    How Should You Prepare For A Face-to-face Consultation?
    September 19, 2025
    Condo Viewing – Smart Questions to Ask
    September 16, 2025
    Transforming Business Operations with Automation Solutions
    September 15, 2025
    Mindful Folds: Why Origami Is Great for Adults, Too!
    September 13, 2025
    EzineMark © 2025
    • Contact Us
    • About Us
    • Write for Us
    • Privacy Policy

    Type above and press Enter to search. Press Esc to cancel.