Contact Center Outsourcing

Contact center outsourcing refers to the transfer of the management of an enterprise's contact center to an outsourcing, third-party contact center company. This means that the business enterprise hires and pays the contact center company to hire, pay and manage people who will work as contact service representatives of the enterprise, using the third-party contact center's office, and resources.

Contact center outsourcing is usually being done to reduce production cost. The enterprise, instead of managing its own contact center, saves more money by contracting a third party contact center that has specialization and more experience in managing contact center environments. Contact center outsourcing is sometimes being confused with contact center offshoring, perhaps because most outsourcing contact center companies are also offshored. It is important to note that while outsourcing refers to a subcontract of contact center management, offshoring pertains to a transfer of an enterprise's business processes in another country or political region.

Outsourced and offshored contact center services are often being prejudiced as having low quality because of regional cultural and linguistic differences. Many customers complain that the accent, jargon and phraseology of offshore contact center agents are different, resulting to frequent misunderstandings. Despite of this, multinational companies still continue to outsource their contact centers to non-native English speaking countries, with India ranking in the first place.