Today some companies are exporting contact center jobs offshore to places like India, Asia or South America. The primary reasoning for this job exodus is that companies want to reduce labor costs and lower-paid foreign workforces help realize that goal.

On the other hand, though, time has revealed some concerning imperfections about offshoring such as cultural differences, accents, and government stability to name only a few. And while it is true that outsourcing to an offshore provider may reduce labor costs, it is certainly also true that the cost-savings are not as inflated as some offshore supporters have claimed. According to the Brendan B. Read article "The Lure of Offshore" in CMP Media's Outsourcing Pipeline web site, "Offshoring saves call centers 20% to 50% on operating costs and often - but not always - improves service." For this reason, some companies hold dearly to their American foundations in an effort to place service quality above cost savings.

But, if it's appropriate, why not operate contact centers offshore and in the US at the same time? This concept, called "blendshoring," offers the best of all shores and is available through Ryla and its global teleservices partners today.

A blendshore strategy combines the advantages of all the outsourcing variations. In addition to lowered costs, outsourcing offshore can also allow for extended service hours that "follow-the-sun." And as a result of the stability and security disadvantages mentioned above regarding offshore outsourcing, the hosting of data and technology systems can be based in a more familiar and trusted environment: the United States.

While there are many more important issues to consider in making a decision about blendshoring contact center services, a well-planned and managed strategy can yield successful results. Ryla wants to be involved in your contact center operation, no matter where the facilities and workforce are located. Call us or chat with us today to get started in developing a global customer care strategy that considers all of your company's requirements.