Is Now the Time to Consider Outsourcing Your Contact Center?

Is Now the Time to Consider Outsourcing Your Contact Center?

Posted on: August 12, 2020

If you’re like a lot of companies, you may be considering outsourcing your contact center. You may also be wondering – what’s the call center experience like when relying on near (shore) or off (shore) providers? What’s the cost-benefit analysis? The cost benefits of nearshore and offshore outsourcing have been known for more than a generation.  With many organizations considering moving to a more permanent work-from-home agent model, the gap between technology and customer satisfaction is rapidly disappearing between on-premise locations and remote BPO providers.  Greater investment in training, onboarding, and remote work protocols worldwide has made now the best time to consider saving money with BPO services.

Cost-Effective Call Center Experience Near(shore) or Off(shore)

Nearshore locales in Central and South America, offer organizations over 50% cost savings over domestic alternatives in many cases. Growing economic commitments in these regions have meant call centers elevate their services and their agents’ skills. Consider a number of the top nearshore BPO locations:

  • Mexico
  • Jamaica
  • Panama
  • Colombia
  • Belize

Offshore BPO services go even further to lower costs, with Asia-Pacific call centers delivering cost savings of as much as 70%.  Offshore BPO providers typically boast reliable track records of success, retention, and expertise. The region has long led the world in outsourcing services in leading countries like India, Pakistan, and the Philippines. The Philippines has become the largest outsourcing market globally, with over 1 million agents working for BPOs there.

Just how popular is outsourcing? Analysts see the trend of outsourcing call center operations to offshore markets continuing to surge. Spending on outsourced services as a whole in the global market has grown from $45.6 billion in 2000 to $86.6 billion in 2018. And, many feel it shows no signs of slowing down.

Want to know how much you can save by offshoring call center services? Contact us now for a consultation with our Outsource Consultants.


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