Most contact center offshoring failures aren’t caused by the BPO provider.
They happen because companies offshore before they’re ready.
In my experience, two things need to be true first:
1. You have contact center rigor
Everything you do domestically needs to be replicable offshore.
If your processes, data, and people management aren’t locked down here
When you send calls to a team thousands of miles away
They won’t be locked down there either.
Your offshore team can only follow the systems you give them.
If those systems don’t exist, they’ll figure it out on their own.
And that’s usually when quality falls apart.
2. You have enough scale
Offshoring isn’t worth the complexity until you have at least 10-20 agents to move.
If you haven’t run a sizable operation internally first,
It’s unlikely you’ll know what you need your outsourcer to do.
You need to understand your own operation before you can hand it to someone else.
The companies that offshore successfully?
They’ve already built the playbook domestically.
They’re not outsourcing their problems.
They’re outsourcing a proven process.
Get your processes, people, and technology in order first.
Then offshore when you have the scale to make it worth your while.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
