Whitepaper

Onshore or overseas: Where will your contact center operate best?

Peter Ryan of Ryan Strategic Advisory offers considerations for enterprises choosing offshore CX management models

Whitepaper To offshore or not offshore cover

Understanding impact

Determine whether offshoring is the right choice for your firm

Executive leadership will know whether the company has offshored before, and if so, they will examine those prior experiences in order to make an informed decision. They’ll also consider the type of work itself—perhaps the work would be better suited for domestic operations because of sensitivity to compliance or regulations, for example.

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Choosing the right location

Decide on an ideal distance for the work to be performed

If remaining onshore is deemed to be unnecessary or too costly for an enterprise, decision makers will need to think about the ideal location for the work. A nearshore model is more suitable for those companies whose leaders wish to visit by a short flight, for example, while an offshore model is perfectly appropriate for those whose priority is cost-effectiveness.

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About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.