TMCnet - World's Largest Communications and Technology Community

Call Center Hosting Can Work Offshore as Well

June 19, 2014

Americans aren’t terribly keen about dealing with call centers sited abroad. Accents, cultural barriers, poor voice communications and more can actively sabotage customer relationships. Though some companies have notably brought their offshore operations back to the U.S. (and received a lot of press for it), many more still use the offshore outsourcing model. Some even do it successfully.

The truth is that offshore call center outsourcing doesn’t always fail to impress customers simply because the agents have accents or the idea violates their sense of patriotism. Too often, the venture fails simply because it’s poorly managed. Companies outsource care of their customers to a company based on too little planning and oversight, and simply fail to communicate with the outsourcer. Alternatively, they assume “everything will be all right” and fail to keep a close eye on quality and service levels.

In a recent blog post, customer support services provider Open Access notes that constant and consistent communication is the key to success, and many businesses are missing this.

“Some businesses, however, only recognize the importance of communication but unfortunately never truly put the theory into practice,” writes the blogger. “Some do employ contacting measures, but these end up being poorly executed. In an example cited by CIO, one outsourcing client communicated with its outsourced staff via an intranet connection, but only 10 percent of the employees spent time reading the messages. Needless to say, the effort came out futile.”

Open Access recommends several steps to open the lines of communication. First, establish an official channel or channels through which communications will happen. It might be via chat, phone, videoconference or a liaison officer that has been appointed at the outsourcing company. Communications should be regularly scheduled and expected by all employees involved at both companies. Keep these communications brief, to the point and easy to read. (The more complex and long-winded they are, the more likely they are to be skipped.) Anticipate questions and concerns and ensure that staff members and managers don’t have to chase you for the information they will find necessary to do their jobs.

Open Access says interactivity is the key to having meaningful communications with an outsourced services provider.

“Encourage interactivity by opting for live channels such as videoconferences and phone calls,” blogged the company. “Two-way communication promotes real-time exchange of messages, thus eliminating delays. Here, you get to immediately address concerns and clarify questions that could possibly blow into a problem if left unanswered even for a short period.”

While offshore outsourcing today can be a difficult way to save money – the customer perception challenges alone can be hard to overcome – companies that engage in the model successfully have something in common: they don’t “set it and forget it,” but instead remain close partners with their outsourcer.

Edited by Rory J. Thompson

Follow Us On:

Hosted Call Center Social Networks

Visit our call center industry resource library and learn how to optimize your contact center for maximum profitability.

Find these resources and more at


Featured Resources
inContact Dialer

The inContact Dialer combines state-of-the art inbound contact handling with full-featured campaign-based outbound dialing to maximize agent productivity.

Download now ››

inContact Blended Media (Multi-Channel Routing)

Put your Customer First: Let them contact you in a way that is convenient for them by transforming your call center into a true multi-channel contact center.

Download now ››

The Next Revolution: Cloud Computing

It's never been a better time to have your head in the clouds—cloud-based software, that is. In today's economy, everyone is looking to reduce costs and improve efficiencies.

Download now ››

Personal Connection Outbound Solution

In the age of the customer, contact centers are always looking for new and better ways to ensure satisfaction with every interaction.

Download now ››

3-Minute inContact Tour

Transform your customer care. Watch our product and company overview.

Watch now ››

Featured Whitepapers
2013 Executive Priorities Report

Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.

Download now ››

2012 North American Cloud Contact Center Solutions Company of the Year Award

Frost & Sullivan has over fifty years of experience as a global research organization.

Download now ››

Choosing the Right Cloud Contact Center Solution

Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.

Download now ››

blog comments powered by Disqus

Technology Marketing Corporation

800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments:
Comments about this site:


© 2015 Technology Marketing Corporation. All rights reserved | Privacy Policy