Call center outsourcing is fast becoming popular nowadays and if you are planning to venture in offshore outsourcing for call center services, it is important for you to understand at least the top ten most popular buzzwords in the industry.
• Near Shore Outsourcing
Near shore outsourcing is when a call center outsourcing company outsources their services within its neighboring countries. Basically, near shore outsourcing provides quite a number of benefits for an organization because of the strategic geographical propinquity reducing travel costs and communication expenses on the part of the company as well as the outsourcer. There will also be a great advantage with communication because it will be more likely that the people involved in the venture will all be speaking the same language which also reduces the need to train the staff on using a language foreign to them.
• Onshore Outsourcing
Domestic outsourcing or onshore outsourcing is when BPO requirements are being fulfilled by a particular company which is within the same country. As compared to other outsourcing opportunities, onshore outsourcing is a lot more expensive especially when it comes to labor costs, taxation, and other related aspects of the business.
Offshore outsourcing on the other hand refers to the outsourcing opportunities on other parts of the world where there is a much cheaper labor cost and lower tax expenses on the part of the company requiring for an offshore outsourcing for call center services.
• Virtual Call Center
Virtual call center is a simulation of a call center environment but the only difference is that contact center agents are not working on the same premises.
• TCO (Total Cost of Outsourcing)
TCO typically directs its focus on the total cost of the outsourcing opportunity which includes the labor cost, tax rate, and other expenses included in the business venture. For call center outsourcing, TCO is very important because this alone can determine whether outsourcing will be advantageous on the part of the company that needs it or not.
• BPO (Business Process Outsourcing) Philippines outsourcing
Business process outsourcing is important for business organizations that need to contract a particular business-related task to third party providers. Basically, BPOs are used to save on operational expenses and in-house resources but this strategy is not used in order to become highly competitive in the market.
This particular term refers to the dispersal of services as well as technologies all over the world. For contact center outsourcing, globalization is typical especially those opting for contact center offshore outsourcing.
• SLA (Service Level Agreement)
SLA is basically the contract agreement between the company and the service provider.
• Core Competency
Core competency refers to the field of expertise of a particular business. In contact center outsourcing, majority of the companies often outsource the not so important areas of their business in order for them to focus their resources on their own core competency for further development of their businesses.
E-outsourcing is fast becoming part of some major business entities. This particular activity is when a particular business entity purchases their required IT products or services using the internet instead of using their in-house resources to satisfy their IT requirements.