There’s more than one way to skin a cat.
In the last decade the conversation for call centers cost reduction has been to go offshore but that has created, in some instances, the quality assurance issues that have management ‘umming and arring’ about the offshore decision.
Even more of a problem for companies whose customer base is predominantly non-English speaking, (Hispanic, German, Dutch, French etc.) as the traditional call center avenues of Asia focus heavily on English language support.
So coming up with alternative cost saving ideas has been a bit of a mission for many companies; some making the decision to use a distributed work-from-home model; others to recruit from a temp worker or student worker pool and so on.
In our experience though each of these cases present their own challenges; mostly centered around employee turnover costs and maintaining quality KPI’s.
And, we’re telling you this because?…Well, we have a brilliant solution that doesn’t sacrifice quality, or demand a big offshore change. Just clever technology and an easy decision to save money.