Are you done with high operational costs and taxes for customer service in your business? Now, you looking for cost-effective solutions. Luckily, you can build an offshore team and outsource all your customer service tasks at prices far below that of an in-house team in countries like the US, UK, and Australia.
Offshore call centers have become a smart strategy for businesses especially e-commerce stores to save 78% on operational and payroll costs. Apart from cost savings, there are several other benefits that an Offshore call center offers. This blog post guides you about the best way to hire offshore call centers for e-commerce success.
What is an Offshore Call Center Outsourcing?
When a business hires a third-party BPO call center service provider to handle the entire management of call and customer support service. You approach a third party who provides these services but doesn’t live in your country is known as offshore outsourcing.
You make a contract with that team or individuals and pay them through various payment methods as subcontractors or employees. You can check out the best payment methods that most outsourcing companies prefer and use to save on taxes.
How to Hire an Offshore Call Center for E-commerce Effectively
Outsourcing your call center can transform your business operations, reducing costs while improving service quality. However, it’s not as simple as delegating tasks. It requires strategic planning, evaluation of vendors, and monitoring to ensure success. Here’s a detailed guide, with examples, to help you build an excellent offshore team.
1. Understand the Scope and Terms of Outsourcing
Before outsourcing, it’s essential to thoroughly review the terms and conditions of the agreement. You should collaborate with reliable outsourcing companies to ensure your business’s interests are protected. For example, WorkStaff360, a leading outsourcing provider, offers tailored call center services that cater to businesses of all sizes. Their contracts clearly define responsibilities, timelines, and performance metrics, giving companies peace of mind.
Big companies like Amazon and Microsoft have successfully outsourced call centers to handle customer support, leveraging global expertise to manage high volumes of inquiries efficiently.
In February 2018, Amazon shifted its customer service center from Cape Town to South Africa. Similarly, Microsoft signed a three-year contract with Infosys an Indian multinational IT company in 2010. Their clear contracts and structured service-level agreements (SLAs) are a model for smaller businesses to succeed within their budget.
2. Choose the Right Location
The location of your outsourcing partner can significantly affect the quality of service. Statista has recognized countries like India and the Philippines are renowned for their expertise in business process outsourcing (BPO) services.
For instance, Concentrix, a global leader in customer experience services, has call centers in the Philippines, known for excellent English proficiency and a customer-focused workforce.
If your business operates in high-value markets, outsourcing to the United States might be a better choice, where you can offer premium service at a higher cost.
Many tech companies, including Google, opt for onshore or nearshore call centers for handling critical tasks like technical support or sales. You would be shocked to know that Google is one of the biggest US companies that offshore jobs to the Philippines
3. Evaluate Workforce Quality
A skilled workforce is essential for delivering exceptional customer service. Assess whether the outsourcing provider’s agents are trained, experienced, and equipped to handle your specific needs. For instance, WorkStaff360 ensures its staff has more than one to five years of experience to clearly understand the client’s business processes and start working from day one.
Companies like Dell often outsource call center operations but prioritize workforce quality by implementing strict training protocols for outsourced staff. This approach ensures consistent service delivery, reflecting the company’s high standards. Some companies use productivity monitoring tools to analyze and measure the progress of their employees. You can check out the List of Top 10 Best Employee Monitoring Software for 2025.
4. Align Costs and Budget
Cost savings are a primary driver of outsourcing. However, it’s essential to ensure that your chosen provider offers services that fit your budget without compromising quality. For example, small businesses can benefit from WorkStaff360’s cost-effective solutions, which allow them to scale operations without the financial burden of maintaining in-house teams. Unlike other BPO service providers, Workstaff360 saves you 80% on payroll. You can outsource your customer service tasks like outbound calling, lead generation, and sales development to their dedicated assistants. Hire outbound calling agent in the USA and save on cost while boosting your ROI.
Global brands like Uber have successfully outsourced customer support to reduce operational costs. By partnering with providers in cost-effective regions, Uber maintains 24/7 customer service across different time zones while managing expenses efficiently.
5. Monitor and Track Performance
As a business owner, you need to understand that delegating tasks doesn’t mean losing control. You can keep things in control by regular monitoring with the right tools which ensures accountability and high performance. For instance, companies can use CRM systems to track metrics like average handling time, customer satisfaction, and first-call resolution rates.
Big players like Apple regularly audit their outsourcing partners to ensure compliance with service-level agreements. Similarly, choose a company that provides real-time reports and performance dashboards to help clients track productivity and maintain transparency.
6. Leverage Vendor Expertise
Partnering with an outsourcing company specializing in your industry enhances outcomes. For instance, if you’re outsourcing sales, a provider with proven expertise in lead generation and conversion strategies can deliver better results.
WorkStaff360, for example, specializes in offering tailored solutions for industries like e-commerce, real estate, and healthcare. Similarly, Salesforce has outsourced call centers for specific regions, ensuring they align with their customer relationship management goals.
Build an Offshore Call Center For E-commerce Like a PRO
Let’s consider WorkStaff360’s approach for small and medium-sized enterprises (SMEs). A retail business struggling to manage its growing call volumes outsourced customer support to WorkStaff360. The company provided a trained team to handle inquiries, reducing response times by 40% and boosting customer satisfaction.
Similarly, large corporations like AT&T outsource offshore call centers to handle customer inquiries efficiently. This enables them to focus on core business areas while ensuring customers receive consistent and reliable support.
Bottom Line
Outsourcing your call center is a strategic decision that can enhance your business’s efficiency and service quality. By partnering with experienced providers like WorkStaff360 or following the lead of successful companies like Amazon and Uber, you can streamline your operations, reduce costs, and improve customer satisfaction. With careful planning, regular monitoring, and a clear understanding of your goals, outsourcing can be a game-changer for your business.
