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
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.
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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