When you’re planning to outsource a call center, one of the biggest decisions you’ll make is identifying whether off-shore, near-shore, or on-shore outsourcing is best. On this page, we’ll go over the various options and benefits of each, so it’s easier to take the next steps and get plans for your site underway.
Off-Shore, Near-Shore, or On-Shore Outsourcing: What’s the Difference
On-Shore Outsourcing: As a U.S.-based company, your onshore options will include facilities-based anywhere in America. In some cases, they may even be on-site or in your city. For example, DATAMARK serves its clients via multiple sites across the U.S. The concept may be referred to as on-site, near-site, and off-site outsourcing too.
Near-Shore Outsourcing: The concept of “near-shore” is emerging, but typically means choosing a facility in North America, but not in the U.S. For example, DATAMARK is headquartered in El Paso, Texas, and has near-shore options just across the border in Mexico.
Off-Shore Outsourcing: When most people think of outsourcing their call center, it is off-shore facilities that come to mind. DATAMARK has facilities in India to serve those who prefer off-shore destinations. It’s also worth noting that this concept may be referred to as far-shore too.
Choosing the Best Location for Your Call Center
If you’re outsourcing your call center with a company like DATAMARK that has a wealth of experience and a strong track record for success across all locations, there are universal benefits. Things like quality, efficiency, and cost are addressed in any location, ensuring you get the most from your decision whatever it may be.
However, each location offers distinct benefits beyond this, and the best location for your call center will vary based on your organization’s unique objectives and needs.
Benefits of On-Shore Outsourcing
- Greater oversight
- Increased security
- Seamless communication
- Better business continuity (low risk of interruption to operations)
- Travel to/ from location for executives is easiest of all the models
Benefits of Near-Shore Outsourcing
- Lower labor cost over previously discussed options
- Lower operating cost over previously discussed options
- Highly-educated and bilingual workforce
- Business-friendly government and policies
- Low cultural barriers
- Good business continuity (low risk of interruption to operations)
- Travel to/ from the location is simplified due to proximity to the U.S.
- Enhanced communication due to same time zones
Benefits of Off-Shore Outsourcing
- Lowest labor cost
- Lowest infrastructure cost
- Highly-educated English-speaking workforce
- Overnight processing of data and documents due to time zone differences
Off-Shore, Near-Shore, or On-Shore Outsourcing: What’s the Best Location for Your Call Center?
Choosing the best location for your call center, be it off-shore, near-shore, or on-shore outsourcing is much easier when you compare your organization’s concerns and objectives with the benefits as outlined above. However, sometimes there are special circumstances that need to be taken into consideration or an organization needs higher-level information about what specific models would look like for them. In these cases, an experienced call center consultant can be brought in to explore the best solutions.
Contact DATAMARK to Take the Next Steps
Whether you know which call center location is best for your organization or you’d like information about tailored solutions, DATAMARK can help. With three decades in the industry, we provide enterprise-level solutions that are customized to suit the needs of the organizations we serve and address everything from getting set up through costs, efficiency, service, and getting highly-trained professionals to work for you. Contact us for details.