Many companies have discovered that the costs of operating a domestic call center are simply prohibitive. Moving that operation offshore may reduce payroll costs. But you are then stuck with the legal, technical and other operational costs that come with having to deal with the rules and regulations of a foreign government. Here again, an outsource partner may be the best solution. A partner with overseas-based facilities can provide you with the cost benefits associated with a global talent pool, without the hassle and expense of establishing an outpost so far from your home base.
Customer care is labor intensive.
Because of high turnover and a tight domestic labor pool, it requires ongoing investment in recruitment, training, background checks, bookkeeping and other human resources costs. This forces your HR department to spend a disproportionate amount of time seeing to the needs of what may be a relatively small part of your overall operation. An outsource partner whose sole business is providing customer-care representatives not only saves you money, but eliminates this management headache, leaving you and your key staff free to concentrate on the core aspects of running your business. Control These days, a lot of Japanese cars are built right here in the United States. Japanese automakers spent years developing a reputation for producing quality cars at reasonable prices, so moving some of their operations to North America must have been a scary prospect.