Should You Outsource Call Centre Services To The Caribbean?

So, your business is doing well, and you want to step up your customer service game. Is it time to outsource call centre services for improved Customer Experience? That's a good idea. According to Salesforce, 89% of customers will likely make another purchase after a positive customer experience. Moreover, about 80% will jump ship after just one bad customer experience. In other words, a lot is on the line.

Despite the AI boom, over 55% of customers still expect to speak to someone over the phone. So for a growing company, finding extra support may be the fulcrum it needs to support clients, exceed Customer Service standards, and improve retention.

Businesses are often faced with the dilemma of going further East to outsource call centre service.

Now, you can outsource call centre services to the Caribbean, which opens new opportunities for Sales, Savings, and Service.

What is Call Center Outsourcing (Aka Business Process Outsourcing)?

Call centre outsourcing is the practice of hiring a third-party company to handle customer service on behalf of a business. This third party may handle all the existing traffic or just the overflow. Call centre outsourcing falls under a more extensive umbrella of Business Process Outsourcing (BPO).

This has become an increasingly popular practice in recent years as businesses look for ways to improve their customer service while reducing costs.

Call centre outsourcing has even become a multi-billion-dollar industry, with a range of companies offering outsourced call centre services for businesses of all sizes and industries.

Examples of outsourced call centre services include customer service, sales, lead generation, technical support, and back-office functions such as quality assurance and workforce management (WFM).

We're even seeing outsourcing for engineering, project management, data analytics, AI and much more.

Most outsourcing companies are offshore, but there are local/nearshore companies too.

Setting up and managing large customer service centres can be expensive and time-consuming. Working with a BPO that already has the infrastructure in place makes the process more accessible and cheaper.

Is outsourcing to the Caribbean an option?

When an Operations Manager or CEO thinks about outsourcing, areas like India, The Philippines, India, Malaysia, Poland, and Ukraine come to mind. These countries are pioneers in outsourcing thanks to factors like technical infrastructure and large workforces.

Now, the Caribbean is becoming a growing force in the BPO space, reducing the need to go far East for support. It started in areas like Latin America and Jamaica. Now, companies like Call Serv provide Inbound Call Center Solutions in Trinidad and Tobago.

While international businesses are setting up BPOs in Caribbean countries like Trinidad, Call Serv is one of the few businesses in the Caribbean that facilitates inbound, outbound, and back-office services.

The Caribbean Provides Cost Savings

Outsourcing call centre services to the Caribbean can provide significant cost savings for businesses. One of the main factors contributing to this is the lower labour costs in the region compared to other popular outsourcing destinations such as India and the Philippines. In Trinidad and Tobago, for example, the cost of living is relatively lower compared to other Caribbean islands, meaning that wages for call centre agents are also lower. This allows regional outsourcing companies to offer their services at competitive rates while still providing high-quality service.

Another factor contributing to cost savings is the favourable exchange rate in the Caribbean. Many Caribbean countries have their currencies pegged to the US dollar, which makes it easier for businesses in the US and other countries to budget for outsourcing costs. This can minimize currency exchange risks and reduce the administrative costs associated with currency conversions.

Compared to other popular outsourcing destinations, the cost savings offered by the Caribbean can be substantial. For example, a recent study by Deloitte found that the hourly wage for a call centre agent in the Caribbean is typically around $10-$12, compared to $15-$20 in India and the Philippines. For Trinidad and Tobago, this is even less, at about $6-$8 on average. When combined with other factors, such as the favourable exchange rate and the lower cost of living in the region, outsourcing to the Caribbean can save significant costs for businesses looking to outsource their call centre services.

A Skilled Workforce to Outsource Call Centre Services

Many Caribbean countries have a strong focus on education, and their schools and universities produce graduates with high-level skills in various fields, including business, IT, and customer service. Additionally, many Caribbean countries have a workforce that is fluent in English, which is an essential factor when it comes to outsourcing for American and British companies. Fluent English speakers ensure smooth communication, which can help to build a better working relationship between the outsourcing company and the outsourced team.

Working with a team that speaks English fluently also helps businesses avoid the language barriers that can occur when outsourcing to non-English-speaking countries. In the Caribbean, the English language is widely spoken, making communication and training processes easier for both the outsourcing company and the outsourced team. Furthermore, the Caribbean has a strong cultural connection to America and Britain, which makes it easier for Caribbean workers to understand the expectations and nuances of working with American and British companies.

Accommodating Government and Tax Benefits

There are two things that are for sure; death and taxes. While one is unavoidable, some businesses seek to avoid the other. Providing effective call centre services at cost means that companies will need a location that is tax friendly. The Caribbean is eager to welcome new business, especially in the BPO space. Therefore, there are accommodations that allow companies to outsource without paying exorbitant taxes. The service provider will cover the taxes accordingly.

Governments in different Caribbean countries also provide tax breaks, grants, and other concessions for businesses and BPO clients to quickly set up and operate. This includes employment opportunities for hundreds, if not thousands, of Caribbean people. BPOs double as an excellent avenue for Corporate or Global Social Responsibility for businesses as they stimulate the economy of the country while still providing timely support for their customers.

Time-Zone Advantage

The Caribbean is in the Eastern Standard Time (EST) zone, which makes it an ideal location for businesses operating in the United States, Canada, and other nearby countries. This means that companies in these regions can outsource their call centre services to the Caribbean and take advantage of the time difference to provide 24/7 customer service coverage.

Since the Caribbean aligns with the East Coast of the US and is just a few hours ahead of the West Coast, it allows businesses to have customer service representatives available outside regular business hours. This means that customers can get their issues resolved at any time of the day, leading to improved customer satisfaction and increased loyalty.

Additionally, having a customer service team available 24/7 can help businesses handle emergency situations more efficiently, leading to fewer service disruptions and better overall business continuity. Operations managers and business owners can also take short trips to the Caribbean to meet and evaluate Call Centres, saving time and money.

Industry Expertise and Built-in Infrastructure

Caribbean teams also have a wealth of experience and expertise in customer service and call centre operations due to the many telecoms and service industries in the region. Most BPO operators are former call centre executives or engineers who can set up and run an effective operation. These providers, like Call Serv, already have the infrastructure and agents available, meaning potential clients do not have to buy and outfit their own buildings and hire staff. BPOs are now plug-and-play.

CallServ Can Be Your Outsource Call Center Partner in the Caribbean

Outsourcing call centre services to the Caribbean can offer significant benefits for businesses. From cost savings to a skilled workforce and time zone advantages, the Caribbean region provides a competitive edge for companies looking to improve their customer service operations.

By partnering with a reputable BPO company in the Caribbean, especially Trinidad and Tobago, businesses can not only streamline their operations and reduce costs but also enhance the quality of their customer service, which can ultimately lead to increased customer loyalty and revenue growth.

So if you're considering outsourcing your call centre operations, don't overlook the Caribbean as a viable option.

CallServ is a locally owned, outfitted, and operated BPO in Trinidad and Tobago. We serve clients worldwide, including many major companies locally and in the United States.

Contact Us and speak with our experienced team to learn how you can quickly transfer your inbound, outbound, or back-office services to us.

With its many advantages, outsourcing call centre services could be the perfect choice for your business.