If you are considering outsourcing your business’ call center, you have numerous options. In the process, you will want to evaluate such factors as how close the center needs to be to your business’ location, the cost of the center’s operation, and language and cultural requirements.
When considering the location of your call center services, you have three options: onshore, nearshore, and offshore.
Onshore call center outsourcing is a popular strategy that involves a business selecting a company located in its region or nation to provide its services. The benefit to the business is a reduction in labor costs and access to skilled labor with a very slight risk of language or cultural barriers.
Nearshore call center outsourcing is when a business selects a company in a country nearby the country where the business is located. Typically, businesses that choose this option experience slightly greater cost savings over the onshore option and have similar access to skilled labor with reduced risk of language and cultural barriers.
Offshore call center outsourcing involves a business selecting a company in a foreign country to provide services despite the strong possibility that agents will speak a different language than that of the business’ customers. While this strategy usually offers the highest cost savings and access to skilled labor, the risk of language and cultural barriers is higher.
However, this risk can be mitigated for US-based businesses depending on the country selected to provide outsourced call center services. Currently, more than 38.3 million people in the US speak Spanish in their homes – a figure that is more than twice that of 1990, according to the American Community Survey conducted by the US Census Bureau. Given this statistic, it’s easy to see why Nicaragua and Peru are becoming the countries of choice for businesses that outsource their call centers offshore.
With populations that include large numbers of English-speakers who are very familiar with US culture, these countries are fast becoming an alternative to Asian countries for quality call center services with as much as a 50% cost reduction over onshore options. Both Nicaragua and Peru are also the answer to providing bilingual services to customers as the countries and companies who do business there properly train a willing workforce that shows no signs of dissipating.
Wherever You Want to Be, Responsive Call Centers Can Help
Responsive Call Centers’ near and offshore call centers provide exceptional service thanks to our specially selected personnel. Our representatives in the US and Latin America are fluent English and Spanish speakers. Every offshore international call center representative is tested for proficiency in English and Spanish, including reading and writing skills, fluency and pronunciation. They’re tested after an intense three-week training program to ensure they can respond to US-based customers both in the English and Spanish language.
Considering nearshore or offshore call center solutions for your growing business? If so, contact the team at Responsive Call Center today to discuss the many options available to you.
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