Is offshoring really less expensive? Sure, it may mean a lower initial cost-to-acquire, as offshore BPOs operate at a massive scale and save on labor costs. But in the long run is your revenue really protected? Is it growing?

1. Thetruecostof
offshorecontact
solutions.
S&P Data helps organisations lower their cost to acquire with
onshore solutions by delivering exceptional service and by
leveraging our sales DNA to increase conversion. Contact us to
hear how our omni-channel solutions can work for you.
+75s +35%SILENT & HOLD TIME TRANSFER RATE
TWO KEY REASONS FOR THE MASSIVE
DECREASE IN OFFSHORE CUSTOMER
SATISFACTION
41
OF CUSTOMERS
EXPECT TO BE UPSOLD
AFTER A SUCCESSFUL
AND TIMELY
RESOLUTION
DROP IN LIKELIHOOD
TO RECOMMEND
WHEN CUSTOMERS
BELIEVE THEY ARE
SPEAKING WITH AN
OFFSHORE REP
%
44
Is offshoring really less expensive?
OF CUSTOMERS
AVOID VENDORS FOR
2+ YEARS AFTER A
POOR SERVICE
EXPERIENCE,
ALMOST HALF YOUR
MRR IS AT RISK
39 20
40
DECREASED
SATISFACTION &
REFERRALS
INCREASED
HANDLE TIME
AND VOLUME
MISSED
OPPORTUNITIES TO
CONVERT SALES
HIGHER COST
TO ACQUIRE
No
36%
"DOES THE
PERCEIVED
LOCATION OF A
SERVICE REP
AFFECT YOUR
LIKELIHOOD TO DO
BUSINESS?"
AVERAGE INCREASE
IN VOLUME DUE TO
FRUSTRATED RE-
CALLS AND
TRANSFERS
RELATED TO
OFFSHORE REPS
AVERAGE EXTRA TIME
IT TAKES AN
OFFSHORE REP TO
POSITION PRODUCT
BENEFITS
AVG. CUSTOMER SATISFACTION SCORES
30
60
90
Onshore Offshore
0
75 52
www.SPDatallc.com
Created By Russell Anderson, 2017facebook.com/SpDataLLC
www.SPDatallc.com
sales@spdatallc.com
1-844-8SP-Data
https://www.zendesk.com/resources/customer-service-and-lifetime-customer-value
http://cfigroup.com/resources/industry-studies/call-centers/contact-center-satisfaction-index-2014-ccsi
http://www.marchex.com/2015/08/06/3-reasons-why-us-call-centers-are-making-a-comeback-2/
http://searchcrm.techtarget.com/opinion/Offshore-call-center-outsourcing-Is-it-saving-money-or-costing-you
https://www.talkdesk.com/blog/international-call-center-outsourcing-basics-2
+ + =
No
36%
Yes
64%
http://www.cfigroup.com/downloads/CFI_contact-center-satisfaction-index_2016.pdf
% %
%
s