Offshore Call Centers Vs In-House Call Centers

Call centers are extension units of businesses to handle the operations efficiently. The specialization areas of BPO services involve handling the business calls, telemarketing, lead generation,back office support, telemarketing services, technical help desk support and non voice services to help you stand out in the clustered market place by connecting you with potential customer base and satisfying their queries and questions on 24/7 basis.

Since the initiation of the concept 'outsourcing' offshore call centers have been under the scrutiny of under the watchful eyes of industry dogs. Some favors the idea of hiring an offshore call center outsourcing services providers while some back the idea of setting an in-house contact center.

Here, we have discussed some comparative key-points to understand the finer points of offshore BPO Services and how they could be the best option in handling customer phone calls and providing quality support.

1) Cost: Offshore call centers are the greatest source of reducing the cost of business operations. Given the abundance of inexpensive manpower, technology inclined minds, and proficient skillful people, the contact center operations are half the rate of your chosen onshore BPO or in-built contact center set up.

There has been talk about BPO compromising on quality, professionalism of services and business ethics but do not you think that these things can happen even if you pay a fortune to an onshore or with an in-house contact center!


2) Geography: Geographically speaking, offshore call centers especially Indian are in better position. Their geographical situation let them have an ideal 12 hour gap of day and night with European countries. They can work on 24/7 basis to ensure continuous and uninterrupted customer services whereas if you hire on-shore call centers, you may need to hire them for two shifts and probably pay double!


3) Global: Nowadays when businesses have gone global and the customers are practically everywhere, contact center services have become even more relevant and mandatory. Outsource Call Center agents are well proficient in English as well as other languages such as French, Polish and Spanish.


So, we can figure out that offshore call centers are appropriate for every sort of business and market needs. Problems may arise anywhere, the trick is to understand the demands of market place and identify the right outsourcing partner for your business.

Try your contact call center service provider carefully. Set aside a plan of services and close the deal with the one you think can justify with your business needs and market expectations.

Discover an entire new way to save your costs and resources while expanding your business with CCI and Cally Parkar is in charge of development process there. An eminent name in Outsource Outsource Call Center Services, you can be rest assured of high-quality world class customer care services.

Call Center – Do You Know the Top Five Benefits of Outsourcing?

In today's environment of cutthroat competition, customer expectations of support and service have reached new highs. Businesses without extraordinary customer support tend to lose favor with consumer, lag behind their competition or even face a survival crisis. Hence, the all-important customer support services can never be overlooked. Your company can set up an in-house call center or outsource such services.

Much, however, depends on your available resources including manpower, infrastructure and technical know-how. While large businesses may go in for their own call centers, majority of the mid-sized companies find outsourcing a much viable option.

Listed below are five advantages of outsourcing call center:


1. 24/7 support to customers across the time zones

In today's globalized environment, businesses often have customers spread across various time zones and they expect twenty-four hour customer service.

Call centers, with 24*7 operating model, ascertain that customers get the required assistance whenever and wherever they need them. Such activities help cement ties between the consumers and the company and retain them in the long run.

2. Save on cost of establishing in-house call center

Establishing an in-house call center involves heavy investment on infrastructure and hiring and training of required personnel. This results in diversion of crucial resources from the core operations of the company.

Outsourcing these tasks to call centers takes care of the entire process of preparation, relieving the company of the headache of putting in place every small element and managing the operations all along.

3. Tap into required expertise

Maintaining an in-house call center is treated as an extra responsibility for businesses. On the other hand, call centers that are exclusively devoted to these operations treat it as their primary task, concentrating all their energies to deliver very high quality service. It is almost impossible for your company to reach that level of expertise. Thus, outsourcing call center services ensures excellent customer support services.

4. Focus on your core competence

It is important for every company to focus on its core competence and rely on outside experts to handle tasks that are not part of the core. Call center is one such area that should be outsourced since making and receiving calls is their bread and butter and it would be tough for you to match the quality of service they generally deliver.

5. Utilize advanced and specialized services

The bouquet of specialized and advanced services that call centers offer today go beyond expectations of the company. In fact, one has to be very careful in making the right choice of the vendor and the collection of services. The right kind of partnership with the appropriate vendor can contribute towards the success of the company at large.

It is not for nothing that call centers are becoming the new buzzword in the world of business. The positive contribution they make to companies far outweigh the investment made in hiring them as partners in business. Specialized call centers are here to stay and help you succeed.