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Detriments of Offshore Call Centers

Although offshore call centers are less expensive and possibly more versatile with multilingual call center needs than their American counterparts, there are some downsides to choosing offshore call centers that you should be aware of, the first of which is the way your company’s image will be impacted.

Image.  Whether you are dealing with customer, employee, or media perception, it is important for your company to maintain a spotless public reputation.  Choosing to use a call center outside of the United States may reflect negatively on your business.  Our times are marked by intense patriotism in the media and on the streets, and anything that “takes business away” from hardworking Americans can be villanized.

Communication.  Due to difficult to understand accents or cultural differences, communication can be a problem—both between you and the call center and between sales and customer service representatives and potential customers.  If you are worried about accents diminishing the efficacy of your offshore call center, seek out call centers in Canada or the Caribbean, where English is commonly spoken.    You can also alleviate some difficulty by writing a simple and structured sales scripts that are easy for telephone sales representatives to follow. 

Location.  If you wish to be highly involved, face-to-face, with your call center service provider, offshore providers may not be the most cost-effective choice for you.  Offshore call centers work best if you take a more distant approach to involvement, such as conducting meetings over the telephone and using email and fax machines for written communications.

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