Outsourcing to Save Call-Center Costs

One of our clients recently outsourced 300,000 phone calls offshore, resulting in a substantial reduction in costs. How substantial? This client’s fully loaded internal cost per minute was 72 cents, while a fully loaded offshore cost per minute is 42 cents — and most of the customer service remains in-house. Additionally, the client’s 90,000 mail/fax orders cost only 15 cents per order: scanned, transmitted to Asia, keyed overnight and available online for picking and customer service the next morning.