Onshore Agent Model
The onshore outsourcing model is ideal for companies that require a high level of security, compliance, and face-to-face customer interactions. This model facilitates easy supervision, training, and team-building activities while providing more stable and consistent customer service.
With the onshore model, companies maintain greater control over their customer service operations, ensuring representatives are well-trained and equipped to handle various situations. Moreover, this model promotes seamless communication with customers as language and cultural barriers are minimized. Finally, choosing the onshore model also demonstrates a commitment to the local economy, supporting jobs and boosting your company’s reputation within the community.
Bank of America outsourced its customer service operations to an onshore BPO provider. By hiring a team of customer service representatives within the same country, they ensured high security and compliance levels, as well as face-to-face interactions with customers. This enabled them to offer more personalized and efficient services to their customers and ensured that the representatives were well-trained and equipped to handle any situation that arose.
CVS Health opted for onshore outsourcing for some of its customer service and support functions. By partnering with a BPO provider within its home country, CVS Health maintained a high level of control over its operations and ensured compliance with local regulations. Onshore outsourcing allowed CVS Health to access skilled labor and expertise while maintaining proximity to its core business operations, ensuring seamless communication and collaboration.