Where do businesses outsource to?
Businesses are able to choose whether to outsource their call centre operations in their own country or abroad. Taking the operations offshore can often be the cheapest option. Many of the most popular countries with BPO call centres like the Philippines, Mexico and Malaysia offer call centre services at a fraction of the cost compared to the UK or US.
However, outsourcing to these countries can be seen as unethical because they receive lower wages for the same output as in the wealthier regions of the world. While the lower wage typically reflects lower rents and reduced setup costs, it’s important to consider the ethics of outsourcing to these countries, alongside the chasm of differences in culture that can be difficult to bridge and could have devastating consequences on your brand, customer loyalty and churn rate.
Businesses can also outsource in their own country, although initial cost savings are usually much lower. Ultimately though, businesses can save through economies of scale that outsourcers have access to, and the efficiencies gained in their knowledge and expertise. The BPO specialises in customer service, while you remain a specialist in your business.