Help me understand

How do I choose the right location to outsource my contact centre processes?

This is a regular concern voiced by many heads of global contact centres or global sourcing companies. Should level 2 technical support be outsourced to the Philippines or India? What can Central America or other near shore destinations offer? While global sourcing by itself has matured over the years in terms of sophisticated models to identify the right location for the right process, there are still questions that can be answered only by practitioners. Especially, if it impacts end consumer experience, revenues and costs.

Identifying the right location for different call types is based on talent availability in terms of language, customer interaction skills, expertise levels of the available talent, scale, location maturity, process maturity and costs. We help our clients determine the right location through ProShore, an offshore diagnostics tool for contact centre outsourcing, and deliver our services through the '24/7 Outperformance' platform that includes a Multishore Global Delivery Model.

This provides our clients with the flexibility to service business processes across multiple locations by putting the right contact management work by channel and by complexity in the right geography, reducing implementation timelines and ensuring seamless delivery of multiple processes from various geographies.

For example one of our clients, a leading satellite and cable television services provider uses our centres in Philippines and Guatemala for different types of work ranging from technical support, customer support and language support.