Cultural Benefits of Offshore Countries for Call Center Outsourcing

SAN DIEGO, CA - Feb. 1, 2007 :- Those who have outsourced various business processes have the experience and understanding of the cultural benefits in a global marketplace. The same business practices of finding the right employee for a position also applies to identifying the right country for an outsourced business element.

India is well known to be the pioneer in offshore call center outsourcing. Strengths include a vast choice of vendors and site managers with an excess of five years experience and are anxious to please and accommodating. India would be considered to be a solid choice for straightforward customer service campaigns, first and second tier help desk applications, where price is a strong driver for the company considering an outsourced solution.
This Philippines is a strong choice for call center outsourcing initiatives. Strengths include a long association with and good grasp of Western cultures do to long-term that stem from American business in the region; detailed oriented; and strong English speaking skills. The Philippines is prime for higher level customer service; lead generation; tier one and two help desk, while reducing the cost for such business processes.
The Caribbean countries are newer to outsourcing. However, the culture has strong North American exposure, including American TV and product access, and similarities in time zones facilitate communications between the company and the call center vendor. This would be considered to be a good choice for sales within a call center environment. Since many of the Caribbean countries speak Spanish and/or English, this option is also viable for call center services, such as product information and customer service, where a company requires multilingual agent skills. Cost is comparable to the Philippines and cost-effective.
Israel is a new source for call center service outsourcing. It offers an excellent price point, while primarily Americans and British call center agents provide services. Israel is placed to meet a company's language requirements and technology is state of the art. This is not a good customer service or 24/7 services, as most centers are smaller and close for Friday, but an excellent choice for United Kingdom and other European projects.
Pakistan is one of the newest players in call center outsourcing. At this time, call centers are managed primarily by Pakistan repatriates from both America and the United Kingdom. Due to the employment situation, a call center position is considered a profession and attracts a very educated young person. Pakistan offers agents with good English speaking skills and accent. Pakistan has viable potential and offers significant cost benefit to a company experienced with outsourcing call center and business processes.

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Kathleen L. Staley, President
Market IQ International LLC
619-358-9132
info@market-iq-int.com