Call center outsourcing is not new and also, you all may be aware of the potential and benefits of it. Yeah, I know but I know this too that jargons and lingo related to the term ‘outsourcing’ has enough potential to make your head spin and mouth wide open.
Let’s understand the vocabulary associated to Call Center Outsourcing to make things happen for you and give rest to the whirlwind of your mind.
1) Near- shore Outsourcing: It is an act where a company outsources its work to a neighbor country.
2) Onshore Outsourcing: It is like domestic outsourcing. If, a company based in U.S transfers it web development work to a U.S creative web agency it is called on-shore outsourcing.
3) Off-shore Outsourcing: Offshore outsourcing is a much talked about term. It is an act where work is outsourced to a destination where labor and manpower costs are much lower than onshore or near shore destinations. This is much practiced by companies regardless of their sizes and types.
4) Crowd-Sourcing: It is an act where an open call is made (usually online) to invite interested workers. Example: Bidding platforms.
5) Globalization: It is a term referring to nature of business and commodity which has known no boundaries of language, countries and time.
6) Virtual Call Center: It is a call center where agents are located in various locations but work in a unified way for a company.
7) Total Cost of Outsourcing/ Total Cost of Ownership (TCO): From the labor costs to service fees and from the managing and implementation charges that a call center has to bear for a project is included in this term.
8) Business Process Outsourcing (BPO): It is another term for call center. However, it is used in wider perspective. BPO is divided into two categories of service: 1) Back-office Outsourcing and 2) Front-office Outsourcing.
9) Service-Level Agreement (SLA): It a contract including the terms and conditions, services and costs on which service provider call center and company is agreed upon.
10) E-outsourcing: Instead of deploying in-house IT products or applications, if a company chooses to outsource it over the internet is called e-outsourcing.
11) Core Competency: A specific field in which a call center or organization has expertise.
