Many companies outsource customer support to call centres to save time, improve efficiency, and allow internal teams to focus on core business tasks. Call centre services provide trained operators who manage incoming calls based on your scripts, guidelines, and communication standards.
Beyond answering calls, call centres also handle:
- Order and billing queries
- Complaints and escalation support
- Technical helpdesk
- Outbound calls and marketing support
To reduce expenses, some businesses choose call centres located in other countries. While international call centres are often cheaper, there are important pros and cons to consider before choosing an offshore partner.
âś… What is an Offshore Call Centre?
An offshore call centre is a customer support facility located outside the company’s home country.
Popular destinations include India and the Philippines, where labour costs are significantly lower than in the US, UK, or Europe. Because of these savings, offshore centres often provide services at a much lower price compared to in-house teams or domestic providers.
âś… Benefits of Offshore Call Centres
âś… 1. Lower Salary Costs
Hiring and training an in-house customer service team can be expensive. Offshore centres offer trained agents at a fraction of the cost because employee wages are lower in those countries.
âś… 2. Reduced Technology Investment
Running an internal call centre requires:
- CRM systems
- Phone and ticketing infrastructure
- Data storage and IT support
Outsourcing eliminates these costs because the call centre already has the required technology.
âś… 3. 24/7 Support Availability
Most small businesses operate customer support only during working hours.
With overseas call centres, round-the-clock support becomes affordable, improving customer satisfaction and response time.
âś… However, there are drawbacks too:
❌ 1. Limited Control and Oversight
Managing a team located in another country is challenging.
You may not be able to:
- Visit the facility
- Monitor staff performance
- Make immediate operational changes
❌ 2. Weaker Security Regulations
Offshore centres may not follow the same strict cybersecurity standards required in your country.
This increases the risk of:
- Data breaches
- Misuse of customer information
- Compliance issues
❌ 3. Language Barriers
Even if agents speak English, accents or communication gaps can frustrate customers—especially when they are already calling with a problem.
Poor communication can directly affect your brand image.
❌ 4. Cultural Differences
Sometimes the issue isn’t language—it’s tone, behaviour, or communication style.
A mismatch in cultural understanding can make customer interactions feel awkward or unpleasant.
âś… Before You Outsource, Consider:
âś” Customer Experience Comes First
If cheaper support damages your brand, it is not worth the savings.
A low-cost centre that upsets customers will cost more in the long run—lost sales, bad reviews, and reputation damage.
✔ Check the Call Centre’s Client Portfolio
Review:
- Companies they already work with
- Industries they serve
- Size of businesses they support
If they handle only large enterprises, they may not be suitable for a small or growing startup—and vice versa.
âś… Final Thought
Your customers should be the highest priority—not your budget.
A great call centre experience creates:
âś… Repeat customers
âś… Positive reviews and referrals
âś… Higher lifetime value
A bad one drives customers away quietly—without complaints and without coming back.
If you choose to outsource, make sure the partner aligns with your service standards, communication quality, and brand values.
