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Glossary

What is Nearshore Contact center?

Nearshore contact centers are just like any other contact center outsourcing agency situated in a different country that is closer or adjacent to them. But why are we in need of nearshore contact centers for outsourcing the business? Isn’t there a domestic contact center qualified enough to deliver the services? However, none of these aspects are primary concerns. Businesses mainly choose contact centers that can offer business outsourcing services at reasonable prices with good service delivery. 


It is not always possible to render service from a domestic contact center as there are concerns related to language and efficiency. If the company is not able to find agencies with a certain level of English proficiency or they are looking for agents that speak a specific language, they opt for offshore or nearshore contact centers that can offer the same. The preference for the nearshore contact center is more because it is easy to travel to the country that is situated near and traveling to nearshore countries is also cost-effective. 

  • The call center industry usually refers to nearshore contact centers in countries that are relatively cheaper for accessing contact center services. The cost of business outsourcing is cheap, travel expenses are cheap, and most importantly, the qualitative and quantitative benefits far exceed that of many contact centers available domestically. 

  • These destinations are usually located in European and south-east Asian countries. Countries like the Philippines, India, Asia Pacific, the Middle East, and Africa are most preferably considered nearshore countries. 

  • In comparison to the countries like the United Kingdom, the USA, and Australia, these countries provide business outsourcing services at a more affordable rate, and studies have shown that nearshore contact centers from these countries have the highest success rate with customers. 

  • In the last 2 decades, the nearshore contact centers have encountered a drastic growth in business. The main reason is that all the major customer-centric and product/service-based companies around the world are seeking assistance from the nearshore contact centers for streamlining their business operations. 

  • It is easy to find talents and skills in the above-mentioned countries. On top of that, governments of countries like India welcome offshore companies to establish business in their country and that is why their norms and regulations are usually business-friendly. 

  • Nearshore contact centers are in high demand from the countries like the USA, UK, and Australia. The companies from these countries are well-aware of the fact that outsourcing the business operations that deal with stuff like sales, customer support, and marketing pitch; can be outsourced to agencies having better expertise in those arenas. 

  • Meanwhile, the parent companies are able to focus on increasing their outreach, product quality and performance, and also other areas of business that require more of their attention. 


Conclusion: Furthermore, nearshore contact centers usually turn out to be more prolific for companies than offshore contact centers. It is because offshore contact centers are relatively farther and it can lead to repercussions in communication. Plus, it is always easy to reach out in person in case of urgencies. Although nearshore contact centers are highly profitable, companies should always test the diligence and skillset of the outsourcing agency before finalizing the deal with them. 

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