Offshore Agent Model
The offshore model is an excellent choice for companies that require significant cost savings and have a high volume of customer interactions. This model also allows for 24/7 coverage, enabling companies to have customer service representatives available around the clock.
With the offshore model, companies benefit from the cost savings of having representatives located in countries with lower labor costs. Additionally, this model allows for more flexible customer service coverage, which can lead to improved service for customers. However, it is crucial for companies to ensure that representatives are well-trained and equipped to handle any situation that may arise and maintain good communication with them.
Unilever outsourced its customer service operations to an offshore BPO provider. By hiring a team of customer service representatives in different countries, they achieved significant cost savings and managed a high volume of customer interactions. This enabled them to provide more personalized and efficient services to their customers, while ensuring that the representatives were well-trained and equipped to handle any situation that arose. Additionally, this allowed for 24/7 customer service coverage, leading to better service for customers. However, it is essential for companies to ensure that the representatives are well-trained and equipped to handle any situation that may arise, as well as maintain good communication with them.
Amazon chose to offshore some of its customer service and back-office operations to countries with lower labor costs. This outsourcing strategy enabled Amazon to access a large talent pool and provide round-the-clock support to its customers worldwide. Offshoring allowed Amazon to reduce operational costs and maintain high-quality services while focusing on expanding its e-commerce platform and other core businesses.