Offshoring vs. Nearshoring: It’s Not All or Nothing
We’ve made mention of our nearshoring strategies in previous posts here on the Sintesys blog. Nearshoring gives you all of the benefits of a solid offshore support structure but with a fraction of the concerns.
Offshoring can be thought of as your typical Indian call center. Your support representatives are an ocean away and in a time zone that all but guarantees that the best time for you to talk with your support managers is also the time that you’re most likely to want to be asleep. Accents can be thick and heavy, making it difficult for your team to get the support they need in a quick and efficient manner. And, at times, you may have to deal with a multitude of cultural differences that can impact the availability or effectiveness of your support personnel.
Nearshoring takes that call center and brings it much, much closer to you. A nearshore support structure almost guarantees that your support personnel are in your time zone. They are more likely to be more easily understood on the phone by your company’s employees and there are fewer, if not a complete lack of, cultural differences that you’ll have to take into consideration when constructing your overall policy and strategy.
When we talk about offshoring and nearshoring, in many cases we discuss it as an “either/or” type of proposition. This very blog post is titled “Offshoring vs. Nearshoring.” However, versus may be inaccurate. There are a number of times where offshoring and nearshoring can actually compliment each other.
Think about nearshoring as calling out your pinch hitters. In baseball, the pinch hitter is brought out when the team needs a better than average chance at making something happen. Maybe the bases are loaded. Maybe they need a run to win the game. Maybe they have a last-ditch chance to tie and send the game into extra innings.
Your nearshore support reps can be your pinch hitters. In some companies, some departments may be given to the nearshore group for support while others may be referred to the offshore group. In other circumstances, it might be that a department, group, or employee is unable to have a successful call resolution when dealing with the offshore group so they are referred to the nearshore group.
You may also prefer a tiered support structure, with your first tier calls going to your offshore group and any subsequent follow-up for more advanced technical or customer relationship issues coming from your nearshore group.
Regardless of the strategy used, the offshore/nearshore decision does not need to be all or nothing. There are a wide variety of situations that can call for a combination of the two. Only you and your goals for the future of your department can determine what the optimal solution might be. We’d love to help you reach that decision. Give us a call today.