In eCommerce business, customers are your foundation and the primary stakeholders, who drive your profit. It is crucial to provide them with best-in-class assistance. But, for handling customer support operations for a global audience, you need an experienced workforce. In such instances, outsourcing eCommerce call center services is the most proficient way.
There are multiple service providers who offer call center outsourcing to eCommerce businesses. However, not every provider and destination is right for you. That’s why, here, we have listed popular call center locations to help you understand which leverages you in what way.
What To Look for While Choosing an eCommerce Call Center Destination?
Before you look upon the popular destination for outsourcing your e-commerce call center operations, you should understand what characteristics you need to analyze about them. In addition, you can refer to the following factors and also consider them as a check list.
- Proximity to you: You should look for a location according to your selected outsourcing model, such as onshore, offshore, or nearshore.
- Cost: Select a country where you can save money, as it’s one of the main aims of choosing eCommerce call center outsourcing. You can get a brief idea about it by calculating the currency exchange rate.
- Time zone compliance: You should select a country aligned with your time zone. If the country has a different time zone, ensure that the outsourcing service provider offers 24/7 services.
- Cultural alignment: It’s best if the workforce understands the cultural traditions and beliefs of your customers. It helps to improve customer satisfaction.
- Workforce experience and proficiency: You should always choose a location with an immersive talent pool of experienced professionals with multi-language and technology proficiency.
Top Locations To Avail eCommerce Call Center Services
Whenever a company has to outsource eCommerce call center services, they look for affordable, culture compliance and experienced workforce. Also, some prefer outsourcing near their current location, and some are comfortable with an offshore partner.
So, keeping everything in mind, here we have listed the top locations according to different global regions. It’ll help you understand and lead towards the most convenient location per your needs.
#1: APAC (Asia Pacific)
From organizations around the world, the Asia-Pacific region is one of the top choices for eCommerce call center outsourcing. When we zoom into this region, India and the Philippines are listed at the top. Both these countries offer “n” number of call center service providers, ensuring experienced professionals.
In addition, India and the Philippines are equipped with the complete IT infrastructure needed to cater to your eCommerce needs. Further, some of the main advantages of choosing APAC region countries are as follows:
- The currency exchange rate helps companies in the American and European regions to save up to 50% on costs.
- The available workforce is qualified and experienced in eCommerce operations.
- It’s easier to align with government regulations and data security policies in APAC countries.
- The government and financial situation of India and the Philippines is stable, ensuring streamlined services throughout.
- The experts here seamlessly work in different shifts, which will maximize the availability of your business.
#2: EU (Europe)
In the European continent, mainly countries in the eastern part are getting recognized as a hub for eCommerce call center services. When you have to grow your customer base in Europe, you need to offer services in the regional language. As we know, there are multiple languages spoken in Europe, including Italian, German, French, and more.
In addition, to fulfill the requirements of language proficiency, you need to move towards call centers in the EU region. However, these call centers can be expensive compared to centers in India and the Philippines. But, outsourcing firms can still help you save money through their flexible engagement models.
Further, Poland and Romania are the two popular destinations in Europe if you want to outsource eCommerce call center services. They will leverage you with the following benefits:
- The call centers in Europe will help you better deal with local and native customers.
- They easily align with the culture and different time zones of the European countries.
- The workforce is qualified and understands eCommerce customers.
- The rates in Poland and Romania help you save overhead costs.
- Most of the agents in these call centers are multilingual.
#3: LATAM (Latin America)
When it comes to the American continent, you can consider Mexico and Colombia for availing of eCommerce call center services. These two countries are quite affordable and provide all the facilities required to uphold your online store. In addition, the service providers here also ensure cultural and time compliance.
Furthermore, most of the firms in America and Canada prefer Mexico and Colombia for their customer support operations. It helps them to leverage all outsourcing benefits through an onshore model and the currency exchange rate is also quite nominal.
Additionally, service providers in LATAM also offer the following benefits:
- They offer a workforce proficient in English and Spanish to cater to native and international customers.
- The alignment in time zones helps you to effectively collaborate and communicate with the team.
- The engagement models are budget-friendly as compared to Europe and the Middle East region.
- Currently, Mexico and Colombia are growing as customer support hubs, so the service providers focus on offering quality services.
YOU mAY lIKE TO rEAD: The Benefits of Offshore Outsourcing
#4: MEA (Middle East and North Africa)
The Middle East and North African region got its limelight in recent years. This region became popular due to its high-tech IT infrastructure, budget-friendly and proficient experts, and multi-language facility.
Further, the most popular destinations in MEA for call center outsourcing include UAE, Egypt, and Morocco. You can choose any of these countries, and they will fulfill your requirements. You can find English, Arabic, native, and even French language-speaking professionals in this region.
Moreover, MEA is close to Europe, which makes it easy for the service providers to align with the time zone. However, there can be cultural nuances if you choose MEA service providers as an offshore partner. But, for catering to local eCommerce customers, the executives here are made to fit.
Also, you can take advantage of the following:
- The usage of the latest IT infrastructure ensures stability, scalability, and reliability.
- The location of UAE, Egypt, and Morocco helps you cater to entire MEA markets.
- The lower costs to hire and scale professionals as compared to Latin American and European region.
- The multiple language proficiency and cultural compliance to the local customs and beliefs.
Wrapping Up
There are multiple destinations that are popular for partnering with an eCommerce call center service provider. But, you should choose your best fit according to the mentioned factors, such as time zone, cost, cultural fitment, experience and more. Also, if you are ready to move to an offshore model, then all continents and countries are a valid option for you unless the currency exchange rate fits within your budget.
Therefore, whether you choose India, the Philippines, Egypt, Colombia, Mexico, or any other destination, it all benefits you in one way or another. You only have to analyze your requirements to make the right choice.