Outsourcing involves the hiring of a third-party entity to perform certain duties and business tasks, also referred to as “back-end” functions of the business. When these functions are performed in another country other than where those products are developed and manufactured, it is referred to as offshore outsourcing. The biggest negative aspect to offshore outsourcing is that it reduces the domestic employment and investment, when the work is contracted to overseas centers.
On the other hand, offshore outsourcing is extremely more cost-effective and economical compared to on-shore outsourcing. Therefore, it is more viable where profitability is concerned. The driving force behind offshore outsourcing has always been the need of a company to cut their costs and resource management.
One of the biggest advantages to outsourcing with a local company that has an offshore presence is the fact that quality standard controls are better with this scenario. This is not to say that a country like India does not provide a certain standard of quality while dealing with a company’s clients. But the on-shore standards do seem that they are higher overall. Companies like International Services Outsourcing (InSO), demand high quality standards from their off-shore agents to the extent that certain educational criteria must be met in addition to experience and skill levels. This makes them equal in all aspects of quality levels as an on-shore company.
Consumers are also acutely aware of security issues involved with offshore concept. This has resulted in a level of awareness that is constantly evolving. When it comes to divulging sensitive and private information, the consumer is apt to be more comfortable with giving this information to an on-shore concern versus an offshore one.
Utilizing an onshore company with an offshore presence like InSO ensures that you will be provided with a better service level but it also gives you peace of mind knowing that you can contact the local office to check on the operation whenever you feel like it. Being based in the Los Angeles area, InSO provides you with the opportunity to have on-shore management with offshore pricing. Not only are the clients given the opportunity to get to know the key staff of the call center, but it also enables the call center staff to get a birds-eye view of the business as well.
Offshore outsourcing concerns in India typically do not have language barrier problems, especially when you’re utilizing the services that InSO provides. Therefore, by sticking with a local facility that has an offshore presence, as is the case with InSO, you have the best of both worlds. This is also of great benefit with customer relations as well. Customers become frustrated very quickly when they have to strain to understand a call center agent from another country and that is never an issue with InSO.
Outsourcing is beginning to see increased activity in countries like China, Philippines, and Russia. However, the language barrier is an issue there. Those countries are not as strict about the quality of English that is spoken there, whereas this is a priority with InSO and their facility in India.
It isn’t any secret that Americans, Australians, and people in the UK feel more comfortable when the customer service personnel have a familiar sounding accent compared to what they get when dealing with some offshore call centers. However, dealing with InSO ensures the client that this will not be an issue. InSO places high demand standards on all their agents ensuring the clients that they will not only receive the best quality service possible but also know that it makes sense to deal with a local company that employs an offshore presence.
For more information on the benefits of going with offshore outsourcing, contact InSO at www.inso.us
