Perfect BPO Model Combo of Onshore & Offshore

The perfect BPO model is not a well-optimized offshore call centre set-up. It’s a combination of onshore and offshore call centres. That’s the writing on the wall for the telemarketing sector. Call centre service providers in countries like India and the Philippines feel an increasing need to acquire stakes in countries like USA and UK. The physical presence of an office in these countries is essential for them to bag customer service project. It counters the argument that offshore destinations are draining away all the jobs from the domestic markets. Clients also want their business process outsourcing partners to have some presence in the domain and market that they will be working on.

As obvious, the acquisition of call centres in these high-cost locations will squeeze the profit margins. But the telemarketing market grows wider when they do so. That, in turn, increases the revenue that they earn from telemarketing services. This is the simple logic that BPO units are banking on. Moreover, having call centres in different locations help source better talent. To be ahead of the game in customer service or lead generation means you will have to enrich your workforce at all times. Clients prefer about 60% of the work to be done onshore and outsource the rest to offshore call centre units.