1. Call Center Outsourcing:
Nearshore and Offshore
The term outsourcing refers to the move by a company to take a part of
its business and give this to another company, like call center outsourcing.
This usually refers to the technical or customer service aspects of a
business, which can be handed over to a third-party in order to generate
more sales while at the same time providing more efficient assistance to its
current customers. Outsourcing a call center is especially ideal for small
businesses, but can also be equally beneficial for both medium and large
sized businesses.
The main reason why companies are opting to outsource a call center
today is cost as well as management reduction. There are two types of
outsourcing, each with its own set of benefits and advantages:
 Nearshore outsourcing. This is a type of outsourcing that refers to
projects outsourced outside the country where a company is located,
but is on the same continent—like USA and Mexico. Here’s a list of
some of its benefits:
o. Time Zone. Having a call center outsourcing that is close to home gives
the advantages of having a support team that’s working in the much the
same timezone. This means that employees of a nearshore outsourced call
center need not wake up too early or stay up too late in order to work.
o. Geographic proximity and Costs Advantage. This allows for a number of
advantages, one of which is saving on travel cost for when a company needs
to pay an outsourced department a visit to hand over task or check on the
status of the business. This will allow the Project Management to be more
involved and hands-on with the outsourced business.
o. Cultural Affinity. Direct and successful interactions are easier to attain
when there is a cultural affinity between customer and support provider.
 Offshore outsourcing. If the outsourced extension is way beyond the
company’s country and continent of origin, it is known as an offshore
outsourcing. Most outsourced projects extend to countries in Asia
like India and the Philippines. The benefits of offshore outsourcing
include:

2. o. Cost. Offshoring will help reduce operating costs by a significant margin
while still providing the same quality of work.
o. Focus. Offshoring also frees up time for more exploration of new projects
or acceleration of projects already lined up. This will also give a company
more time to focus on and give more attention to the needs of their
customers.
o. Rapid Migration to Better Technology. Offshoring gives a company a
chance to utilize technology that may not even be available or used within
the company.
o. Strategic re-deployment of resources. Offshoring will give a company
more time to focus on strategic issues directly related to the business.
o. Time zone advantage. Offshore outsourcing models often gives a
company the benefits of a support team that is available 24/7. This will be
beneficial for both your company’s profits and your customers satisfaction.
Call Center Outsourcing is growing trend for businesses worldwide.
Not only does it give companies a chance to make the best use of their
resources, it also allows their customers to get the best and most convenient
customer support they can possibly get.