Offshore Call Center Outsourcing Services

EDO Is Not An Offshore Call Center Outsourcing Provider

What is Offshore Call Center Outsourcing?

The term offshore call center outsourcing refers to contracting with a foreign, normally on a different continent, business to provide call center support.

What is a Call Center?

A call center is a location in an organization or an outsourced provider facility that uses high technology communication techniques to perform high volume:

• Phone call-handling services
• e-Mail services
• FAX services
• Voice over IP (VoIP) communications services
• Live Internet chat services

Why Use Offshore Outsourcing?

The main reason organizations use offshore call center outsourcing services is the reduced labor rates found in most third world countries.

Offshore Outsourcing Cons

If labor rates were the only qualifying factor to consider, offshore call center outsourcing would be a slam-dunk for any business to use. Besides labor costs, some factors that should be examined before committing to offshore outsourcing are:

• Increased costs in selecting a vendor
• Increased transition costs
• Cultural difference costs
• Increased costs of managing an offshore contract
• Increased communications costs

After taking in all the costs factors concerning offshore outsourcing many businesses, that use offshore outsourcing, find that they save 10% to 20% after several years of outsourcing. Some companies see no savings and a few businesses actually loose money.

Some more issues to consider and research before committing to offshore call center outsourcing are:

• International laws
• National laws
• Customer privacy
• Intellectual property rights
• Business copyrights and patents
• Regulatory compliance
• Time difference
• Communications mediums
• Customer culture

Note: EDO does not contract directly with offshore call center providers. We work closely with our clients to build flexible and extensible support programs that allow our clients to integrate our support with other third party support offerings. EDO does have clients that use our call center services for 2nd and/or 3rd tier technical support and then use offshore providers for 1st tier support.

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