The interest in offshore call centers is on a sharp decline. That is what studies conducted on the BPO sector in the USA would lead us to believe. The experts of the call center industry feel that the growing dissatisfaction among the quality of work done by the offshore destinations is the prime reason why the business firms in USA and Canada are deciding to remain confined to their domestic shores. The studies reveal that 58 calls out of 100 at answering service desks in developing countries were called ‘unsatisfactory’ as opposed to 79 for the domestic units. This startling statistics may ring true for many, but we as offshore BPO service providers, would beg to differ.

Fusion BPO Services has call centers in India and the Philippines. Our call center services have been appreciated and applauded over the years. We agree that the state of BPO service was far from satisfactory till some years back, but the situation has changed considerably. Offshore answering service units are aware than ever that if they are not able to provide a particular quality in the work they do, they don’t have a chance. The business process outsourcing industry is no longer cost driven. Workers in USA and Canada are willing to work at lesser pays than what the agents in India or the Philippines get. With the cost equation out, it’s all about the quality.