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Why is Smartshoring important to a call center operation?

July 17, 2023 by indev Contact Center BI

Know the importance os Smartshoring

Smartshoring is an important component in call center operations for several reasons:

1. Cost-efficiency: Call centers often handle a large volume of customer interactions, which can be labor-intensive. Smartshoring allows call centers to optimize costs by leveraging the advantages of offshoring while maintaining local expertise for specialized tasks. Offshore teams can handle routine inquiries, while onshore teams can focus on complex or high-value interactions, resulting in cost savings without compromising service quality.

2. Extended operating hours: Smartshoring enables call centers to provide round-the-clock support by taking advantage of time zone differences. Offshore teams can handle calls during non-peak hours or overnight, ensuring uninterrupted service for customers in different regions. This flexibility in operating hours enhances customer satisfaction and improves the overall customer experience.

"Smartshoring helps mitigate risks associated with localized disruptions"

3. Scalability: Call center demand can fluctuate, requiring flexibility in staffing levels. Smartshoring allows call centers to scale their operations up or down quickly to meet changing needs. Onshore and offshore teams can be adjusted based on call volume, ensuring efficient resource allocation and cost management.

4. Multilingual support: Many call centers serve customers from diverse linguistic backgrounds. Smartshoring allows call centers to access offshore resources with language skills specific to different regions. This enables the provision of multilingual support, improving communication and customer satisfaction for non-native language speakers.

5. Knowledge transfer and expertise sharing: Smartshoring facilitates knowledge transfer between onshore and offshore teams. This exchange of best practices, insights, and expertise enhances the overall capabilities of the call center. Offshore teams can bring new ideas and perspectives, while onshore teams can provide guidance and mentorship, fostering a culture of continuous improvement.

6. Risk diversification: Smartshoring helps mitigate risks associated with localized disruptions. By spreading call center operations across different locations, businesses can minimize the impact of unexpected events such as natural disasters, political unrest, or technology outages. This diversification ensures business continuity and reduces the vulnerability of the call center.

Overall, smartshoring in call center operations combines cost-efficiency, extended service hours, scalability, language support, knowledge sharing, and risk diversification, making it a valuable strategy for optimizing call center performance and enhancing customer satisfaction.

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