Offshore is a term typically used to describe the outsourcing of call centre work to another country to access cheaper labour rates.

Why does that matter?

A contact centres costs are typically around 70% labour so by accessing cheaper salaries offshore it has a large impact on the overall cost structure.

Offshore call centre locations for Australia

For Australia, typical offshore locations include the Philippines, Fiji and South Africa.

Pros and Cons of using an offshore call centre

I’ve always been a big believer in saying no one sends their contact centre offshore to improve the customer experience.

The primary motivation is always to save costs.

And save money you will.

Depending on the location, you could save up to 70% off the running costs of a similar size operation in Australia.

The question a business needs to decide is whether saving costs at one end (cheaper call centre costs) is going to cost you more money at the other end (customers leaving).

With the rapid progression of Artifical Intelligence, many of the low-value transactions, typically the mainstay of offshore call centres, can now be automated.

And with the Australian Dollar’s value declining against many of the major currencies, the value proposition is certainly not what it used to be.

Next steps:

  • We’ve written a lot of information on this topic and you will find most of our articles in the Offshore category.
  • If you’d like to engage an offshore call centre you can search for suppliers on our Business Directory where you can search by country, skill and a few other things.
  • If you’d like to save some time, money and stress in finding a reputable offshore call centre provider use our free CX Connect Service and we’ll provide you with a shortlist of recommended suppliers that have proven experience with similar types of campaigns.

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