Signs that you should stop offshoring

6 Signs That You Should Stop Offshoring & Start Nearshoring

If you have an offshore operation but you feel something is not working, you should consider that having issues in performance, customer satisfaction, cost, communication and synchronization could be sings that maybe it’s time to change your offshore operation to a nearshore operation. Let’s take a closer look.

Performance Is Below Average

This could be the number one reason why call centers stop their offshore operations and start looking for a nearshore solution. We are not saying that all offshore centers offer a bad quality service or that they cannot perform well. But, sometimes the cheaper option is not the best option. You get what you pay for. Offshore could be a good solution for you if you need to handle simple processes or temporary operations, because these might not be part of your core business. But, if you want more from your call center operation, because they interact with your customers, because it is an essential part of your business, and because you are not getting a good performance, you might feel offshore is not for you and you can start looking for a nearshore solution. This could cost you more in terms of price, but remember, a great nearshore partnership will not only perform as needed, it will also allow you to grow your business together.

 

Getting Complaints From Customers And Customer Satisfaction Is Low

Some people may disagree with this, but even more important than performance, there is customer satisfaction. When there is no alignment, it is hard for call center agents to build rapport with your customers and offer a great experience. Plus, if the agents have a different accent, some customers might feel disappointed that they have to ask someone that is on the other side of the world for help with solving a problem they have in the U.S. Training plays a very important role here. To offer a great customer experience, an appropriated and continuous training should exist, and sometimes it is difficult and costly to keep your offshore team up to date in training and development. These can result in bad customer experience. If you are getting more and more complaints from your customers and they are not happy, maybe it is time to consider a change.

 

Getting High Indirect Or Hidden Costs

Offshore can have a cheaper price, but the final cost might not be as cost-effective as you thought. If you want your team to perform well, you need to do regular visits to the center to know their needs, processes and make improvements. Not to mention that travel to a city like India or the Philippines could be very expensive and time consuming. There are also other hidden costs like turnover rate. The advantage of a low price in offshore contact centers is mainly because agents are paid much less than in the United States. This affects the turnover rate of these centers and this can cost you more than you think. You can also be faced with some other costs, like import/export expenses. Do the math and compare.

 

Communication Problems With The Team

Communication issues can be due to several things: cultural differences, language, and lack of or late feedback, or your communication processes are not being followed. First, as we mentioned before, cultural alignment is important to create a relationship, not only with your customers, but the whole team too. Cultural differences can be fruitful. You can learn a lot from others. But sometimes it can also affect communication, there could be misunderstandings. Also, with language, even though you can learn new words, you could be missing some idioms or confuse some terms. And finally, if your U.S. team is not getting timely feedback from your contact center and vice versa, communication will be missing and it will generate new problems. This should not happen in a world-class company. Having many communication issues is a sign that something is not working well.

 

Lack Of Synchronization

When working with teams that are in the other side of the world, you face the problem of having very different time zones. This sometimes brings complications and synchronization is difficult. If you need to have a meeting with them, in many cases you need to work overtime or have night shifts. Also, you need to consider this when you need a fast response. You may be working hard to solve a problem and your offshore team is at home sleeping with no clue of what it is happening or they might need something and you are not available at that moment. Even when synchronizing the processes and updates, it is more difficult with an offshore team. Sometimes the US team is using new processes when the offshore team is still using the old procedures.

 

Your Competitors Are Nearshoring

Always be aware of your competition. If they are moving from offshore to nearshore, there must be a reason why. Your competitors may manage similar processes as you, they might face the same challenges as you. If you see they are changing their operations from offshore to nearshore, you might not be seeing something they do. Do your research. Find out what, why and how they are doing. Make a self-evaluation and compare. You can always learn from others.

 

If you are experiencing these signs with your operation, we invite you to consider nearshoring. Nearshore offers you talented and cultural aligned agents, proximity that will provide you with better communication and synchronization with your team at globally competitive rates.

Many companies are looking at nearshore solutions like CCSI because of its great benefits. If you are interested in a nearshore solution to expand your call center operation contact us to discuss your contact center needs.

 

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