There are several reasons why companies look to outsource their customer care programs to offshore locations. Increased cost savings are usually the first benefit that comes to mind for most brands, as incorporating an offshore solution can provide increased savings and overall flexibility to your business. Wages between western countries and Asia are considerable and work can be done at a fraction of the cost.
However, it should be noted that there are other equal, if not more, important benefits when deciding whether your customer care program should go global. Here are a few that should get more attention:
Hiring an educated workforce of college grads that view contact centers as a desired workplace allows for more sophisticated solution offerings, such as financial advisory and fraud analysis. For example, in the Philippines, post-secondary educational institutions offer majors in BPO-specific curriculums. Coupled with the fact that a staggering 95 percent of current Filipino contact center agents have a college degree in various industries which make expertise nimble. You may even find that these potential hires have skills that are hard to find in your home country, which gives you an edge on other organizations in your field that have not yet gone global.
Larger Labor Pools
Along with a sophisticated workforce, offshore locations typically have larger populations and labor pools to select from to help serve your customers. This becomes particularly important in recruiting efforts if companies are growing fast, or have peak ramp times of the year where there will be an influx of customer service needs. This also opens up the ability to have a more employees with diverse skillsets.
World-Class Service Culture
Having global locations with a service-oriented culture paired with a focus on employee experience produces engaged, dynamic and empowered customer service ambassadors for any brand. It is well known that staff attrition is lower outside of western countries. Centres with overnight operations, which is also common in offshore solutions, tend to experience attrition rates of 80-100% per annum.
Creating and investing in the same top to bottom brand alignment in all your global locations is essential for a consistent, personalized customer experience. Low labor costs provide an opportunity for brands to further invest in customized facility spaces and immersion of brand culture for their contact center agents. In other words, the level of quality customer care and brand voice is easily attainable for less.
Although you never want to think about the worst case scenario, sometimes you have to with your technology. Having servers and infrastructure setup for your customer care program in more than one place helps mitigate any risk associated with local power outages or natural disasters. Also, partnering with a global outsourcer who has the functionality of a cloud-based system can turn technology and power outages into business as usual with a flick of a switch.
Time Zone Advantage
The beauty of having a customer care solution in different countries is the time differential between your locations. This unique advantage gives you the benefit of round-the-clock operations and the ability to provide customer service 24 hours a day, 7 days a week.
If you look beyond cost-savings and focus on how a global solution can be designed to drive more value and enhance your customer and employee experience, you are sure to stay ahead of our competition, saving costs along the way.