Domestic Outsourcing-vs-Offshore Outsourcing
In the past the business trend had been to outsource customer service calls to offshore companies located in various countries around the world, mainly India. Back then the main factor and motivation for companies to make such decisions were based on cost alone.
However, as time went on most companies learned that customers were unhappy with the service they received, which resulted in those customers taking their business elsewhere. For those companies the cost of losing repeat customers became far greater an expense than the money saved using offshore outsourcing call centers. For that reason these companies tried to implement their own customer service departments to curtail the various complaints.
Although this solution does work, companies find that setting up and maintaining this specialized department is very time consuming and expensive in various ways, yet they could not turn back to utilizing the offshore companies.
Finally, the domestic call center outsourcing solution emerged. Although more expensive than offshore outsourcing, companies found that some of these domestic centers offered far more efficiency and cost effectiveness than maintaining an internal customer service operation.
Enhanced Customer Care Solutions Inc. is one such company. We offer a solution that will collocate your operation to cut costs and have redundancy.
The Disadvantages of Offshore Outsourcing
- Language barriers
- Time differences
- Skill mismatches
- Quality discrepancies
- Cultural differences
- Bad management and hierarchical inflexible organizations