Offshoring or outsourcing work to a third-party service provider is a popular option for enterprises looking to take advantage of cost arbitrage and access talent pools across multiple geographies.

These third-party centres offer trained personnel who handle your incoming calls based on a script or guidelines that you create for them. Call centres often engage in other services as well, including order management, complaints, technical support, and outbound marketing campaigns. Over time, these third-party centres have matured to also offer software and IT support and development, knowledge processes and analytics.

Third-party offshore centres are immensely beneficial to enterprises as they help make operations affordable through lower wages and cost arbitrage; it means lower technology costs as enterprises are spared the cost of buying, maintaining, and upgrading technology; and it allows for better coverage as customers can be supported 24X7 instead of the standard 9 to 5 on weekdays.

Prudently used offshoring can be a key strategy for organizations to remain competitive and strengthen their position on the market. While planning a third-party engagement, and to derive the most benefit from it, enterprises need to focus on the following:

·      Adequately plan and manage the entire outsourcing process especially the transitional phase when processes and operations are being moved to third-party service providers.

·      Establish an effective and efficient governance process which allows the enterprise to manage operations within an agreed and approved framework.

·      Manage risks – legal, operational, data, security – by establishing a robust risk governance framework and enough checks and balances that prevent operational hinderance.

·      Finally, have clear and well-defined objectives to measure third-party performance and deliverables.

Gloplax enables companies to build and operate high performing global services (offshoring) platforms by establishing sustainable talent eco-systems, developing strong cultural alignment, adopting robust governance & risk management. With deep hands-on experience and a team comprising senior industry leaders and subject matter experts who have enabled global corporations successfully implement complete offshoring lifecycle, Gloplax is an ideal partner as you plan and commence your offshoring endeavour.