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there are often hidden costs that can be overlooked. Offshoring, offshoring refers to obtaining services or products from another country, and is often what news articles are really referring to when they discuss outsourcing. Hiring a team of global call center agents who work remotely can be a best of both worlds solution. Outsourcing, outsourcing refers to obtaining certain services or products from a third party company, essentially sourcing something like accounting services or manufacturing of a certain input to another company. Get the latest CIO insights: Sign up for our CIO Leader newsletter. Tax Tariffs : Many decisions around offshoring are driven by a desire to take advantage of certain tax or tariff relief in some countries. Increase business continuity, when your call center provider guarantees 100 uptime, has servers located in multiple geographic locations and has staff dedicated to making sure call quality is excellent round the clock, you can be more confident with their ability to meet your customers needs. They therefore may not be dedicated to the company, devoted to the customer or provide a level of service that is in line with company standards and reflects the company culture. In addition to hiring more skilled agents and allowing them the freedom to work where they would like, browser-based call center also allows for managers to keep a close eye on their global workforce and provide real-time feedback when necessary. Know what you're getting when outsourcing with our.
Few can say they save even half that. For many companies, it simply may not be worth. They can work from home, undergo all training online, learn how to use the call center software in minutes and start making and receiving calls on day. Ultimately there can be significant cost savings or specialization benefits from both offshoring and outsourcing, which is what drives many companies to choose these routes. Opens a factory in Thailand to make certain parts they are offshoring, as everything is still happening within the same company.
This new call center software allows for a simple, more cost effective solution to hiring and managing a team of global call center agents. Agents located overseas may lack the cultural knowledge, fluency and communication skills necessary to provide excellent support. In this article, we will explore a new TCOthe total cost of offshoring. The services and products are all still provided in the same country, but they are now in another country. Yet all too often, companies do not make the outlays required to make offshore outsourcing work. Decreased customer satisfaction, a recent study conducted by researchers from MIT Sloan School of Management stated that call center offshore outsourcing results in a significant decrease in service quality and customer satisfaction. Costs associated with unforeseen legal issues, hiring a lawyer who is well versed run From Your Home! Flee To The Wilderness! in international law, losing customers due to poor customer service and the cost of re-acquiring lost customers can all significantly impact your bottom line.