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Without question the pressure for organizations to manage their customer experience functions to the highest levels of quality have been intense over the past several years. And, while trends come and go in terms of how best to achieve the best results for consumers on voice and digital platforms, it has been the offshore outsourced model that has been the mainstay in contemporary CX delivery.
There are several reasons why organizations work with a provider that operates in the offshore. The key elements that are consistent in this regard are offshore’s capacity to drive scalable, skilled agents alongside a significant
value. However, as enterprises seek out an offshore partner, it is important to consider the location of choice and how it aligns from a CX quality perspective.
What are the prime reasons for offshore outsourcing?
When it comes to providing clients with the best possible service delivery, there are a lot of choices available to enterprise contact center managers; so many so that it is understandable to get lost in confusing messages. However, as is so often the case, some trends prove their resilience, which in the case of the latter applies to offshore outsourcing. In fact, over the past two decades, offshore third-party delivery has proven its worth to those enterprises that have chosen to use it as a means of ensuring the best possible outcomes for their consumers. Some of the key reasons for this endurance can be summarized in the following categories:
Contrast this with the option of offshore outsourcing. In these locations invariably there is significant demand among the workforce to work in a customer experience facing role. This helps remove the human resource management pressure, while driving better outcomes for consumers, due to the tendency for offshore recruits to remain longer in their roles.
What to look for in an offshore CX delivery locations
The case is clear – working with an outsourcer that is based in the offshore makes sense from a quality and cost perspective. However, for many enterprises the next question of where to look in the offshore for a strong outsourcing partner may be intimidating – but by following a
few straightforward guidelines, this need not be overly complex. Consider the following dynamics –
For any enterprise aiming to work with an outsourcer, the decision on where that third-party provider is based will be a major consideration. With more contact centers facing the pressure of delivering onshore with escalating costs, higher attrition and difficulties attracting talent, it is little wonder so many are choosing to offshore. This business model continues to prove its CX worth by way of providing scalable, educated talent and a lower cost base that ensures price stability for clients.
Equally enterprise decision-makers need to be conscious of the locations in which they choose to seek an outsourcing partner. By finding accessible delivery points that have solid infrastructure, an established CX outsourcing
community and a reputation for strong interactions with quality talent, executives will be in a position to make a reliable strategic choice.