Why Offshore Call Centers Are Better Than In-house Canters

They tend to outsource their various non core business activities

, such as customer care processes, to offshore service providers having expertise in that particular segment. Outsourcing these activities to professionals is much more beneficial than setting up an in-house center for them.

Let"s see why it is better to outsource customer care services to an offshore call center than using an in-house center for them.

The Cost Factor : The cost of setting up an in-house center is very huge. Organizations would have to bear the cost of infrastructure setup, hiring procedure, miscellaneous employee expenses and training cost. The employees would be hired on a permanent basis therefore various facilities such as insurance, PF, transportation etc. would be provided to them. Other than that, the labour cost in developed countries such as U.S and European countries is very high in comparison with that in developed countries. Thus, it makes no sense to do things expensively when you have the option of getting cheaper and better services.

The Geographic Location and Time Zone : Countries such as India and Sri Lanka are located in the perfect geographic location which provides them a time zone gap of roughly 12 hours with European countries. Thus, they can easily provide 24x7 supports and ensure continuous call center services for you. Further, the Indian sub-continent is a very large area and its sheer size makes it a very secure and stable location for outsourcing your work. The in-house setup may not provide you all these facilities and even if it does, it"s not going to be as good as offshore ones.

Quality Factor : It is very obvious that the services provided by an expert would be much better than those of a newbie. If you hire an experienced offshore call center services provider then you can be pretty sure of receiving high quality services from his end. In case you opt for an in-house setup for delivering the same services then you would be lacking the most important thing, i.e. experience. There are various strategies and methodologies that must be implemented at the right time for best solutions. Your in-house department would obviously lack such qualities and would not be able to provide proper services.

These are the most important factors that make offshore BPO solutions better than in-house centres. However, if you require the services of an inbound call center then make sure that you are partnering with the right service provider as their capabilities and working methodologies are going to determine the success or failure of your business processes.

by: Kimberly Brown

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