Outsourcing is a fast-growing practice, and about 37% of small businesses currently outsource at least one business process.
There are all types of processes that are suitable for outsourcing, and one of the most common is customer service. With that in mind, there are different outsourcing options, and some are better than others.
Nearshore customer service outsourcing is often considered the best approach. It offers a range of benefits that can prove suitable for organizations of all sizes.
In this guide, we’ll take a look at some of the key advantages of nearshore customer service outsourcing. Keep reading for more.
1. Cost Savings
Saving money is ideal for any business, and it’s common to think that outsourcing can cost a business more money. In reality, it can be a very cost-effective practice, especially when done in the right way.
When you use nearshore outsourcing services, you’ll be paying for professionals who work for a suitable rate in their home country. For example, a US business that outsources to Mexico will be paying for workers who are on a typical Mexican salary, and this is usually far lower than the US.
Many businesses require large customer service teams, so this can increase the overall savings. The larger the team, the higher the cost-savings will be.
2. Similar Time Zones
Offshore outsourcing is another option, but this has a crucial downside. If you outsource processes to a country that’s far away, there could be a significant timezone difference. With nearshore customer service outsourcing, the timezone will usually be very close, if not the same.
This can make interactions between customers more seamless. It may also help with costs, as the customer service agents that are helping your customers will usually be working normal hours. If you maintain 24-hour customer service, you likely won’t need as many agents working at night, making things more efficient.
3. Similar Cultures and Language Proficiency
Customer service agents often have difficult jobs. It’s important that they’re able to deal with any customer issues quickly and effectively, so good communication is vital. When outsourcing customer service, you want to be sure you’re getting people who can handle things well.
Centris prides itself on providing offshore service reps that have a high proficiency in English. Most of them have spent time living in the US, so they’re familiar with American culture. This ensures they’re able to communicate effectively and deliver quality customer service.
4. Solve Staff Shortages
Staff shortages can be a major issue for businesses. When it comes to the customer service experience, if you don’t have enough employees, it can have a major negative impact. A talent gap in your customer service team is likely to cause your business to suffer.
By outsourcing your customer service, you can ensure you always have a suitable number of reps. Your customers will be able to contact a call center and get assistance quickly. This will improve customer satisfaction, which is always ideal.
5. Access to Specialized Talent
Business growth is something else that you should always be aiming towards. Various things that can help with growth, as well as things that can hinder it.
Outsourcing allows you to tap into a pool of highly skilled workers. It can often be difficult to find suitable talent locally, but this approach allows you to gain access to experienced professionals who are ready to deliver excellent results.
This is ideal when growing your business. You won’t need to worry about building your customer service team and can focus your efforts on other areas of your business.
6. Better Protection From Market Disruptions
Diversifying a business across different markets can be difficult, but it offers benefits. It acts as a safety net that can provide protection from localized economic, political, or natural disruptions.
For example, there could be a political disruption in the US that affects customer service teams in the US. If you have outsourced yours to a nearshore location, you could be completely protected from this, allowing you to continue business operations as normal.
Nearshore customer service providers tend to maintain a robust infrastructure and use reliable technology to ensure they can always produce great results. Additionally, they often use backup systems to help prevent any interruptions. This will give you peace of mind as you know your customers will always be able to get the help they need.
7. Control Over Operations
When companies consider outsourcing services, there’s often concern about control. A business owner might worry that they won’t have as much control as they’d like, which could lead to various issues.
With nearshore customer service outsourcing, an organization can maintain control and oversee operations effectively. The proximity helps keep communication simple so you can stay on top of things at all times. You can observe how things are currently being handled, and request any changes that you feel would be beneficial.
8. Saved Time
Customer service can take up a lot of man-hours. If you handle it internally, not only will your customer service team need to commit to that time, but you’ll also need to commit to overseeing their operations.
By using nearshore customer service outsourcing, you can hand things off to trained professionals. They can take care of everything and you can rest assured knowing your business is providing the level of service needed. You can then use the time you save to concentrate on other tasks and responsibilities that will help you achieve your business goals.
Making Use of Nearshore Customer Service Outsourcing
Nearshore customer service outsourcing can be a great choice for almost any business. It removes a lot of burden from your internal team and allows you to provide high-quality service to your customers. On top of saving time and money, it can reduce risk and give you access to trained professionals.
Centris provides industry-leading nearshore customer services outsourcing that can help your business. Our call center reps are fully bilingual and most have lived in the US for some time, allowing them to serve your business needs perfectly. Take a look at our services page for a full rundown of everything we offer.
