Offshore call center refers to a call center
that is located in a foreign country and are primarily used for inbound
calls.
The Concept
These call centers have gained immense popularity owing to the
lower overseas labor costs. The population of the country speaks
English language. The cost savings afforded by offshore
outsourcing is attractive to enterprises in many industries. The
organizations opting to outsource their centers offshore can greatly
reduce their need to invest in new or upgraded facilities and
technologies.
Round-the-clock coverage can be expensive, although it is
essential, specially because separate economies continue to converge
into a global marketplace. In some offshore countries, call
center jobs are highly sought after and are filled by primarily
college-educated representatives; the result is that the level of
professionalism and ability to handle a variety of call types may be
higher than in local centers. The offshore locations for call centers
operate with high standards of customer care, offering service
commensurate with that which is typical of local outsourced call
centers.
