How do I quantify keeping my call center services onshore?
How do I quantify taking my call center services offshore or near-shore?
When I get everyone’s response I will follow up the post with a summary of what I received. I am so excited to see the responses.
My Response to The Question on Quora:
The list of companies who are overseas or nearshore is pretty vast. Typically you will find that the companies who go offshore are consumer based organizations as they typically have the highest volume of calls to support. Also customer service and technical support is looked as a loss center, and most organizations look to limit loss as much as possible.
Now over the last 3 - 4 years this mentality has be gone to change with the birth of companies like Zappos who view their Customer Service call center as they're only means of advertisement and customer attraction. This unique view has made many companies begin to re-evaluate their current support solutions and in many cases come back to US based operations.
Personally I feel that offshore centers do serve a valid purpose for specific vertical markets segments that require HUGE volume support with little to no direct line communication. (i.e. - Web Chat & Email Support) But, when the support requires phone support or the chance for follow up communication from those emails or web chats, then onshore support is the way to go no matter the additional costs.
Really at the end of the day it all depends on the organizations business model and view of their customer service and technical support solution. If they take the traditional view of it as a cost center, then offshore it goes. But, if they take a new age view of their CS and Tech support being a means for customer attraction and repeat business, then there is a good chance it will be supported in the local country of it's consumers.
To Your Success & Prosperity,
Michael C. McMillan | Director of Sales
The Connection® Contact Center Services
11351 Rupp Drive, Burnsville, MN 55337
Main Line: (952) 948-5488
Direct: (952) 948-5476
Fax: (952) 948-5498
Email: mike.mcmillan@the-connection.com
Website: http://www.the-connection.com
Now over the last 3 - 4 years this mentality has be gone to change with the birth of companies like Zappos who view their Customer Service call center as they're only means of advertisement and customer attraction. This unique view has made many companies begin to re-evaluate their current support solutions and in many cases come back to US based operations.
Personally I feel that offshore centers do serve a valid purpose for specific vertical markets segments that require HUGE volume support with little to no direct line communication. (i.e. - Web Chat & Email Support) But, when the support requires phone support or the chance for follow up communication from those emails or web chats, then onshore support is the way to go no matter the additional costs.
Really at the end of the day it all depends on the organizations business model and view of their customer service and technical support solution. If they take the traditional view of it as a cost center, then offshore it goes. But, if they take a new age view of their CS and Tech support being a means for customer attraction and repeat business, then there is a good chance it will be supported in the local country of it's consumers.
To Your Success & Prosperity,
Michael C. McMillan | Director of Sales
The Connection® Contact Center Services
11351 Rupp Drive, Burnsville, MN 55337
Main Line: (952) 948-5488
Direct: (952) 948-5476
Fax: (952) 948-5498
Email: mike.mcmillan@the-
Website: http://www.the-c
1 comment:
Customer service is vital to the success of any business. Despite how good your product or service is, customer service can make you or it can break you. So you better treat your customer in a very nice way.
-fern-
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