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 nearshore 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. Especially, if the area of impact is end customer experience, revenue and cost.

Identifying the right location for different call types is largely influenced by the talent availability in terms of language, customer interaction skills, expertise levels, location and process maturity, scale and cost. We help our clients determine the right location through ProShore, an off shore 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 the flexibility to service business processes across multiple locations by putting the right contact management work by channel and complexity in the right geography. This helps reduce implementation timelines and ensures the seamless delivery of multiple processes from various geographies.

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