Differences Between Onshore and Offshore Call Center Outsourcing

There are so many benefits for your healthcare center when you choose to outsource your contact or call center. Which is the better option? An onshore or offshore call center? The two have a fair share of pros and cons, so take a look at the key features to consider when making your decision.

Costs and Cost-effectiveness

One of the key factors to account for when setting up a call center for your health facility is the costs involved. The first thing you notice about offshore services is that the labor costs are lower. For onshore centers, the overhead costs may be higher, but in comparison, you are sure of high-quality services.

Time Zone Differences

Another major difference between onshore and offshore call centers is differences in time zones. You will need proper planning to be able to coordinate teams working in different parts of the world, especially in matters of communication, workflow, and time management, for alignment of other aspects of daily operations. Luckily, you never have to worry about that when working with an onshore healthcare call center.

Language Barriers

You are looking for a team that will effectively communicate with your patients when the call diverts to them. However, even for offshore agents who speak English, there is a risk of miscommunication due to issues like accent, a poor understanding of local expressions and common idioms, and more. To avoid that, onshore centers are safer bets, but you will still have to conduct training for the agents to adjust to the expectations of the patient.

Cultural Differences

Lastly, in the comparison between onshore vs. offshore call centers, you must consider the cultural differences. It is expected that companies based in the US will have a better understanding of the culture in the region. The agents will culturally align better with your values, regulations, and other industry standards. This cultural alignment is particularly crucial when implementing solutions for healthcare, where patient communication and understanding are paramount. In contrast, when working with an offshore call center, expect hurdles like the clashing of public holidays. Luckily, you may also appreciate their work culture, including their dedication, loyalty, respect, and structures based on hierarchy.

Read more: Deciding Between Onshore and Nearshore Call Outsourcing in Healthcare: What You Need to Know

Choose the Best Healthcare Call Center Solutions

Onshoring comes with so many advantages for your medical center, from alignment with time zones and cultures to better communication. Contact Sequence Health for assistance if this is the better choice for your healthcare call center.