Call Center Services- Offshore V/s Domestic

Call Center Services- Offshore V/s Domestic

A few days back I read a news report about call center services. I myself have worked as a manager in a call center once, so I am especially interested in call center news stories. It was about outsourcing call center services to a foreign country.

It all went well in the beginning, and the labor was inexpensive. But with time, some problems started to creep up- specifically regarding the living culture. Of course the employees of the outsourced call center were technically sound and possessed great communications skills, but there is a difference of living cultures.

The news report was how outsourcing was proving to be ineffective for more complicated projects where the lifestyle of westerners has to be understood. And I completely agree with it. As an American, I feel that I cannot easily relate to the eastern culture, and so if I am given a project to understand the culture of a specific country, I would find it difficult. And same applies to other people as well. There is a big cultural difference between different countries.

And besides, there are so many good domestic call center companies that can handle all the inbound and outbound services. And since their employees are local, it is easier for them to understand the work culture and business processes of their clients.

I have heard about two great domestic call center companies- Global Response, and Call Net Services. Now, the thing about these companies is that they are domestic, and their employees understand the living culture of Americans.

I'm not saying outsourcing is bad- in fact; it has lots of great advantages. The chief one is the monetary advantage. When you outsource it to eastern countries, you get to save a lot of money because they provide you work for less. But apart from that, I see no other benefit of offshore outsourcing. Sure the monetary benefits are great, but at the end of the day, you do need a company that can understand your work culture and ethics.

Personally, I believe that domestic call centers take the cake for that. And I have a news report to support me. If you are a company looking for some call center services, I would advise you to go for a domestic company, since they can definitely serve you better. Yes there will be more savings with offshore outsourcing- no doubt in that, but sometimes, saving money isn't everything.

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