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Jun 08

Offshore Call-Center Outsourcing

As the US economy continues to struggle, with limited short-term prospect for domestic growth and employment, businesses increasingly look to maintain profitability by stingent cost management since increasing prices for products and services are difficult to pass on to the US wage-strapped consumer. One means for cost management is the continuing trend of offshore call-center outsourcing. The offshore call-center becomes an increasingly important communication channel to a company´s customers. The offshore call-center ideally provides the bond between a company and its customers, pre and post sales.

Call-centers outsourcing services range from post sales customer service (telephone, Email and chat support) to presales telemarketing, sales lead generation, sales closure and market research. These services have become the integral part of almost all-major businesses worldwide due to the competitive environment given that an offshore call-center will likely have a 40% cost advantage versus a US based call-center. Businesses will use offshore call-centers to “off load” less value/lower risk business activities to allow greater focus on the return of internal resources (that is focusing on their “core strengths”). The offshore call centers offer standardized and uniform services to consumers and through which, a business can make a consistent effort to interact with their customers.

With a society that is increasingly “electronically on” and connected to immediate information sources, the consumer has greater expectations of their relationship with their company. Need information? If it is not readily available on the company Internet site, there will be a general Internet search, then a phone call or Email to the company call-center. A consumer not satisfied with the call-center response has a multitude of public options highly visible to “vent” and send a message of their dissatisfaction.

Does the offshore call-center provide the personal touch required to strengthen the relationship between the company and their customer? It MUST given the role it serves in the business model. Rather the offshore call-center should be a competitive business advantage to foster more future business by having happy customers recommend their products to their friends and family.

There are many reasons to consider call-center outsourcing. Today businesses have little choice but to give customers what they want and need, at a level of quality and cost that fits their business model. Ideally the relationship between the business and the call-center should be mutually beneficial, long term and profitable.

For additional information, contact Nexus Teleservices

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