Based from a study, only a small number of call centers engage in offshoring, or outsourcing transactions. Even there is a cost cutting in an offshore business, many businesses have disapproving opinion about the practice. HyperQuality is a contributor of contact center monitoring and call center assessment outsourcing services. From their survey, almost 42% of the respondents answered that they can bring the same quality support offshore like onshore.

About 31% of the respondents said that the minor turn down in the quality of offshore contact center functions was the reserves in the cost of delivering offshore transactions. Sarah Schwitters, HyperQuality VP for Marketing, said that the organization conducted the survey to determine the current inclination. The results stated that offshoring and outsourcing are becoming more common. There are still concerns about the quality of offshoring, but we’re helping contact center managers to work through that, Schwitters added. The cost in an operational offshore is lower than a U.S-based facility. But be reminded that the worth of the service will be reduced also. Companies rely in their effort to improve the quality experience of call center. Offshore business is also an investment, so daily monitoring and reviewing is a must. [via multichannelmerchant.com]