I’ve seen offshoring cut contact center costs by 30-50%.
I’ve also seen it increase costs.
The difference comes down to two things:
1. Preparation
Without proper documentation and training, your BPO is set up to fail.
When BPO agents don’t have clear processes to follow, they improvise.
→ Service levels drop
→ Average handle time creeps up
→ Staffing increases to compensate
Most executives look at those numbers and blame the BPO.
But in most cases, the BPO wasn’t the problem. Poor preparation was.
2. Oversight
When you offshore everything, you lose your finger on the pulse of your operation.
But if you keep a portion of operations in-house
You can validate what your BPO is telling you
And hold them accountable to the full picture.
The companies that offshore successfully don’t just hand everything over.
They prepare their BPO thoroughly.
They keep a portion of operations in-house.
And they never stop measuring quality themselves.
Offshoring is a powerful lever.
But only when you pull it strategically.
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.
