Where your customer experience (CX) management is located can have a tremendous impact on how well it’s operated. Here are just a few reasons why:
- Culture: Clearly, you want some deep expertise behind your CX operations, so you might be robbing yourself of a vast pool of experience, if you choose to ignore the established “call center capitals” of the world. These are countries where CX is not just another line of business, but a way of life, an ingrained mode of thinking, planning, and responding. It’s difficult to duplicate that anywhere else.
- Infrastructure and regulatory support: In the Philippines, contact centers were recognized as an essential business sector during the worst of the COVID-19 pandemic. Philippine-based CX could continue operations even during the strictest of lockdowns. In places where CX is a significant economic driver, you can be sure your customers keep the connectivity and priority they deserve.
- Human resources: In locales where contact center jobs are highly desirable careers, your company gains a richer pool of talent, bringing greater education, abilities, and enthusiasm to their work. In the long run, you’re also likely to hang on to long-term personnel, whose experience and engagement continue to grow, with their commitment to your company and customers.
- Business continuity planning: Even the world’s call center capitals are not all equal – some countries have minimal urban centers that can support leading-edge CX management. Simply put, the broader a network your CX provider can field, the better they can manage risk on your business’ behalf, ensuring that your CX can continue, even in the face of the most adverse scenarios.
While onshore, near-shore, and offshore CX all have their pros and cons, the benefits of working through one of the globe’s call center hubs are undeniable. To offer your customers the best in the world, your business deserves the best the world has to offer.