Many small businesses look to see what large corporations are doing to create efficient business practices. Even MNCs don’t have money to waste on processes that are complex, disorganized, or inefficient. Multinational companies could create their own in-house call centers to handle their customer issues. Yet they understand that offshoring rates are often lower than handling support issues on their own.
When call center offshoring began on a global scale many countries didn’t have the infrastructure to support these businesses. Companies took the initiative to improve roads, Internet, and utilities to make sure that their buildings had the resources necessary to operate smoothly. Home grown businesses are now taking advantage of this existing infrastructure to create tech support outsourcing companies, call centers, and other technical manufacturing businesses.
With the global economy growing quickly companies from all countries can take advantage of opportunities that weren’t available before. Tech support centers need to be available all day and night. Customers from every language need assistance and they want help now, not during limited calling hours. Where a tech support office is located is no longer as important as how efficiently agents can handle consumer issues.
Eager And Inventive
Many MNCs are turning to overseas companies for their support needs because the businesses are eager to prove their worth. They are filled with energetic and brilliant employees who sometimes use outside the box ideas to solve customer issues.
Innovative strategies of today can become standard business practices tomorrow. It wasn’t that long ago that cloud-based phone service or social media customer care was unheard of. Now they have become essential procedures to help businesses improve.
Salary for employees is not the only cost that influences offshoring rates. The cost of running a support center includes renting the building, technology, utilities and office equipment. While all of these costs may be lower overseas, knowledge is one of the main resources small businesses overlook. The cost to train employees is often lower than it costs in the US and other developed countries.
Often you reap the benefits of the cost other companies incur. When an offshore company trains an employee to handle the needs of one client, that training can often be used to help many clients in the same market. This effects the rates you are charged and is less than what it would cost to train your new hires.
Small businesses can benefit from the ingenuity, efficiency and cost effectiveness of offshoring and don’t keep the research to within your own borders. Take a look at global offshoring companies to see if they have the resources available to serve your customers. Tech support rates are effective for large tech MNCs so they may also be cost efficient for you. Take a look at your budget and how much it will cost to run your own tech support center. Then compare it to hiring a third party to handle your support to see which strategy is best for you.