Question by farukhbeyg: I would like to know the problems if I want to transfer my call centre to Asia i.e India?
I am planning to open a call centre in India so would like to know the problems associated with it and if there are ay solutions to it.

Best answer:

Answer by Byron M
Call centers in india or asia are not always your best option. The biggest issues are:

1. Language differences. Not only in accents but vocabulary. These nations typically learn british phonetics and will throw off people when needing support.
2. Phone quality – it is expensive to provide quality phone service over seas beacause of latency and reliability. These countries are exploding in infrastructure and the stability and reliablity is not always on par with expectations for calls, dropped calls and performance of audio quality.
3. Training – You would want your overseas partners to be as fluent as your local call center. Remember though when you train offshore your giving them more opportunity and your “Turnover” will be just as high or higher because those people will gain experieinces that make them more billable and will often walk/turnover quicker than people located here.
4. Following training – turnover. As your overseas call center gets more productive and experienced your costs will inherantly increase because you will be paying for that experience or you will pay in the form of turnover by loosing those who are experienced to higher paying jobs.

All in all if you have a presence in those nations already and can serve local clients off shore call centers may be an option. HOWEVER if your client base is 100% US based it often isn’t worth the monetary savings you would see in 1-2 years because your overall long term costs could actually be higher at a cost as well as the cost in quality and performance that you can better micro manage locally.

What do you think? Answer below!