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How do I calculate the potential ROI of moving customer support to an offshore outsourcing model?
Frequently Asked Questions
Offshore Outsourcing Models
How do I calculate the potential ROI of moving customer support to an offshore outsourcing model?
To calculate the ROI of offshore customer support, you may compare total cost savings (salary, infrastructure, training) against in-house operations. Some parameters you may consider while making a comparison are: a) Productivity gains b) Faster resolution times, and c) Improved scalability Mathematically, you may remember that ROI is (Cost savings + efficiency gains + revenue impact from better CX) divided by “offshore investment”.