A call center offshore assistant is the one that attends to incoming and outgoing voice calls. The term “offshore” simply signifies the location of the said assistant being hired to be outside of the country of the business operation. Usually, call center offshore assistants are working on a call center firm or at the convenience of his home provided he had the necessary equipment to receive and transmit calls. The one working in a call center firm is called a call center agent, while the one working at home is called a freelance call center assistant. The most common type of call center offshore assistant is the customer service representative being allowed to answer customer queries on the phone and act as the company’s representative to attend the customer’s needs and concerns.
The Two Types of Call Center Offshore Assistant
Call center offshore assistant can be classified as either inbound or outbound. As the name implies, inbound call center offshore assistant is assigned to receive calls from customers generally performed by customer service representative and technical service representative. He is usually a dedicated staff to attend all incoming calls from customers asking for anything related to the products and services of the business. On the other hand, an outbound call center offshore assistant is commissioned to make a call to potential customers for the purpose of generating sales of business’ products and services. This is generally performed by telemarketing sales representative.
The Difference Between a Call Center and Contact Center Offshore Assistant
Call center offshore assistants are generally dedicated to attend all inbound or make outbound calls. A contact center offshore assistant extend call center offshore assistant’s services in managing not only voice calls but also other data applications like instant messaging, web pages sharing and collaboration, and email communications sent to or from customers. Although a contact center offshore assistant can do multiple tasks at a time, most companies hire call center offshore assistant alone due to the increasing needs and manpower requirement to attend customer inquiries about the business’ products and services through phone calls. But in time technology will offset the cost associated to include other forms of data communications to instantly and effectively connect with customers, contact center outsourcing can be a popular term in the business process outsourcing (BPO). In fact, some companies have started using IP contact center assistants taking advantage of the underlying benefits of IP communications to make voice and other data communications. This is made possible through a broadband IP connection access of a contact center assistant without passing through a centralized call center facility.
Call Center Offshore Assistant and Business Process Outsourcing (BPO)
Call center offshore assistants are providing a strong manpower core of the business process outsourcing (BPO). In fact, call centers are flourishing in third world countries providing a cost-efficient solution to increasing demands for customer service. Although, BPO industry in top outsourcing countries closely resembles to a great percentage coming from call center sector, other business processes are also being outsourced offshore. These other IT-enabled services (ITES) includes software development, animation and video production, website development, medical transcription (MT), sales and marketing research, and other virtual assistance services.