There are many ways to outsource. Different options work best for different environments, scenarios, and customers. Here are descriptions, benefits, and limitations of different outsourcing options to help you decide what’s right for your business and your customers.
Offshore outsourcing staffs contact centers overseas in countries who can produce similar quality of interaction while saving tremendous costs.
Simple or transactional interactions are the easiest to move offshore, where the quality of customer experience is based on performance of the task. Look at your business to identify the types of services that should be moved offshore. Consider the value of the transactions, the impact on the customer relationship, and the sensitivity of consumers to offshoring when deciding what and where to move.
Onshore outsourcing staffs contact centers in the brand’s home country, using third-party employees.
One tactic we recommend is to “rebadge” a firm’s customer operations. A company’s contact center and group of employees still do the same job in the same location, but the outsource partner takes over the everyday management of the operations and employees. It’s an easy way to reduce the costs and burden of running your own customer operations with minimal disruption to consumers or the business.
We also recommend that when possible, outsourced sales operations should remain onshore, due to their strategic nature and immediate bottom-line impact.
Nearshoring offers the next best thing to onshore, staffing contact centers in neighboring countries to the brand. It combines the cultural similarities of the home brand with the cost efficiencies of a different country.
Nearshoring is a great way to dip your toe in the offshore waters. Use a phased approach that moves some operations to a nearshore facility. This provides the best of both worlds, without having to completely commit to an offshore operation. Monitor operational efficiency and customer satisfaction to gauge success.
In addition to different “shore” options, there are opportunities to go beyond the shore with at-home associate strategy, automation, and managed services. Find out more about these options, plus case studies, data points and customer stories in the TeleTech e-book, “Outsourcing: Which Shore Is Right for You?”
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