Onshore or Offshore Support? How to Make the Right Call for Your Business

A few decades back, the process of “offshoring” grew in popularity. Companies would hire people on distant shores to provide low-cost customer and technical support. Staffing a cubicle farm in a far-off land seemed beneficial to firms seeking to bolster their bottom line in time for the next quarterly report.

It wasn’t long before the process encountered blowback. Stories arose of support-seeking callers being stymied by circular, unhelpful conversations with agents unwilling to go off-script. People were frustrated by agents whose unfamiliarity with cultural nuances led to poor customer experience, unnecessary follow-up calls, and even lost business.

In recent years, there’s been a change in the status quo. Some of the regions that have been well-utilized resources for offshoring support services have seen worker salaries increase, making the cube-farm dwellers less affordable than they were a decade ago. While many companies still prefer the offshore support model, there’s a growing number of U.S.-based companies that are opting to work with domestic support agents (and other formerly offshored teams like web developers).

The reasons for this are many. Some clients prefer to keep their support teams within national borders for reasons of language a built-in understanding of their customers’ culture and background, or simply to have a team working in the same time zone. For many companies, the benefits of U.S.-based support comes down to the ability of agents to resolve customer queries that require more than canned responses. They may require agents with workflow proficiency and technical skills that allow for greater productivity in terms of ticket resolution.

But what works for some might be more than what others need. Some companies simply require a customer support solution that will keep their ticket queues to a manageable level. They’re looking for a team of agents that can manage a large number of inquiries from customers and provide them with scripted replies out of a knowledge-base document. In times like this, it can make sense to look offshore, where hourly rates for agents performing these tasks are typically more attractive.

Knowing when to offshore your support needs and when to keep them close to home can make or break your budget as well as customer loyalty.

And then there’s ModSourcing. We can tailor the solution to what you need, whether you ultimately opt for offshore or U.S.-based support. Our network of Mods are located in 70 countries around the globe. Looking for native-language Portuguese from someone in-country? We can help. Even more importantly, we’ll find and staff your engagement with fans of your brand, no matter where they are. We find people who know and love your product to engage your audience and keep them committed to your brand. That’s a decision that will prove beneficial for years to come.

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