In this blog, we discuss the top questions you should consider when looking at outsourcing locations, and invite you on a tour of the unique advantages offered by our key regions… 

What to Consider?

When selecting your outsourcing destination, it’s important to consider several factors. The main element is determining a location that aligns with your brand and business objectives. The decision to outsource involves multiple stakeholders, each with their own priorities. It may appear challenging to find a location that satisfies all parties involved, but with the right blend of options it is achievable. So, what are some of the key considerations? 

• Do the tasks you plan to outsource require multilingual capability or involve specialised skills?  
• Is the work of a sensitive nature, for example handling complaints? 
• Is your project time-sensitive or geographically dependent, requiring agents available across time zones? 
• Does the role involve direct customer interaction that requires both language proficiency and cultural understanding?  
• Are you open to investing more for a location that provides a highly talented workforce with expertise in your industry? 
• Is your task easily replicable, such as a data coding or administrative task? Or does it require creative thinking and problem-solving skills, such as analytic solutions or technical development? 

These are just a few questions to keep in mind as you evaluate potential outsourcing locations. Ultimately, the key question remains: what are your precise objectives for outsourcing? Understanding this will enable your outsourcing partner to recommend the most suitable location tailored to meet your specific needs. Many people have a location in mind before considering what would be best for their objectives, so try to keep an open mind. So, let’s now look at the leading outsourcing destinations we offer… 

Onshore – UK

The UK has long been a hub for outsourcing due to its well-established business environment and skilled workforce. With a strong regulatory framework and English as the primary language, choosing to outsource to the UK offers seamless communication and compliance for businesses of all sizes. Proximity also makes the UK an attractive option, as operating in the same time zone facilitates real-time collaboration and onsite interaction. Our offices in Worksop, Corby, and Birmingham, as well as our remote UK workforce, serve a wide range of industries and provide specialised account management and support.  

The UK is often a preferred option for projects that are more sensitive in nature, such as complaint handling or interacting with vulnerable customers, as well as public sector work. Our UK-based teams offer a blend of expertise combined with native English and cultural understanding. Our clients continue to be impressed with our onshore solutions, especially how our teams are committed to consistently meeting our clients’ unique needs. Our UK teams play a central role in streamlining processes, improving efficiency, and optimising business standards, and this commitment is exemplified by the Best of British Award we were proud to receive at the Global Sourcing Association in 2023. 

Nearshore – The Balkans (Bosnia & Herzegovina, Serbia)

Our offices in Sarajevo, Banja Luka, and Belgrade are strategically positioned to unlock access to a professional multilingual workforce that is over 70% degree educated. The Balkans’ proximity to Western Europe, lower labour costs, and high rate of education make it a compelling choice for companies seeking to maximise operational efficiency and provide high quality multilingual support for their customer base. Direct flights from the UK take under 3 hours, and with a working time zone of +1 GMT, the Balkans offer a convenient and easily accessible choice for outsourcing. Several of our clients who originally outsourced to the UK have later expanded into our Balkans region, drawn by the exceptional calibre of the teams and the cost efficiency of outsourcing in this area.  

Our award-winning team’s achievements, such as earning the Best Multilingual Customer Service and Best BPO Partnership awards at the European Contact Centre and Customer Service Awards, showcase the outstanding capabilities of our Nearshore teams. Far from being solely focused on customer service solutions, our Nearshore teams also excel at back-office tasks, especially multilingual data coding. This kind of work requires exceptional attention to detail and language proficiency, which enables our teams to support clients with requirements in this area. 

Our expansion into Serbia is testament to the remarkable growth we have seen in our Nearshore teams, driven by their outstanding performance and value provided to our clients. Overall, Nearshore is an option well worth considering when embarking on your outsourcing journey. 

Offshore – Philippines 

The Philippines stands out as a top outsourcing destination, offering distinctive benefits such as a large talent pool of skilled professionals and a high level of English proficiency. Boasting a thriving and vibrant BPO industry, the Philippines has earned a reputation for delivering exceptional data coding and high quality back-office processing solutions. This makes the Philippines an ideal location for businesses wishing to leverage the cost-saving advantages of outsourcing without compromising on quality. Our locations in Manila, Leyte, and Batangas operate according to the time zones of our clients, ensure uninterrupted service, and provide recovery options in case of any unforeseen disruptions.  

Having been at the forefront of DDC operations for over 30 years, our Philippines teams continue to impress clients with their professionalism, efficiency, and unwavering dedication. Our Philippines team have built a strong reputation in data capture and back-office processing, delivering outstanding results for our clients. Over time, our teams have evolved to cover customer service functions, developing into handling email communication and social media interaction. This element of our Philippines operation continues to grow as our clients recognise their dedicated approach to customer engagement. The Philippines is where it all started for our business, and the people have been integral to our success. This is why we have made significant investments into local communities to prioritise our people and ensure they are recognised for the valuable contributions they bring. Overall, considering the Philippines for your outsourcing solutions is highly worthwhile. 

Conclusion 

This blog has highlighted just a few of the benefits that businesses can enjoy from tapping into the outsourcing potential of our key regions around the world. Our global reach continues to advance, expanding our expertise and talent pool to drive increased value for our clients. 

When it comes to outsourcing, a tailored approach works best and there is no rule regarding how many outsourcing locations can be utilised. Like some of our current clientele, you may consider starting your outsourcing journey in the UK and gradually expanding tasks to our nearshore and offshore locations as we build trust in the professionalism and reliability of our global teams. You may discover that a hybrid model is the most suitable for your solution, uniting the strengths of each location to establish a global operational model that achieves both affordability and excellence. 

It is important to clearly define your goals and ensure that your outsourcing partner provides a strategy that meets these requirements. Keep an open mind – instead of simply following popular location trends, choose options that best align with your brand’s needs.  

Why not get in touch with us today to explore which location, or combination of locations, would best suit your outsourcing needs?  

Our very own Chloe Rhodes kicked off the evening on a high note, receiving a well-deserved Highly Commended award for Team Leader of the Year. The applause was thunderous as Chloe claimed her honour, a testament to her exceptional leadership skills and dedication.

Next in the spotlight was the inimitable Shaun Rickards, who secured the bronze award for Support Person of the Year. Shaun’s unwavering commitment and outstanding support did not go unnoticed, and the cheers echoed through the venue as he accepted his well-earned accolade.

The excitement continued to build as our name was announced as the silver winner for Outsourcing Partnership of the Year. This achievement was particularly special as it celebrated the collaborative success with our client, Utility Warehouse. The cheers reached a crescendo as we proudly stood on the podium, recognising the power of effective partnerships.

As sponsors of these prestigious awards, our Director of Marketing & Communications, Chrissie Spencer, had the honour of presenting the Contact Centre Director of the Year award. Congratulations to Jessica Ham from npower Business Solutions for the well-deserved recognition!

The evening, organised by Trevor Butterworth and Chantelle Newton from UKCCF, was a testament to their dedication and meticulous planning. It was a night of celebration, recognition, and camaraderie.

As we reflect on this incredible night, we are already looking forward to next year’s awards. The success of our team, coupled with the spirit of collaboration and excellence, fuels our anticipation for what the future holds.

Cheers to a night of triumph, recognition, and a glimpse into the bright future ahead!

Find our other awards, memberships & certifications HERE

It was a night filled with anticipation as some of the industry’s finest gathered at The Grand Connaught Rooms in London’s West End. We were honoured to find ourselves shortlisted for multiple awards, and there was a real sense of camaraderie in the room mixed with a healthy dose of friendly competition. 

As the evening unfolded, so did the excitement, and our table erupted as we were awarded the coveted trophy for Retail Project of the Year along with our client Photobox who had joined us for the evening. 

Just when we thought the night couldn’t get any better, a surprise category was announced. And then, in a moment that would define our night – our name was called out as the winners of the special recognition award for Best in British. 

This award held real significance for us, as it acknowledged our unwavering dedication to raising the profile of UK outsourcing. Our commitment to showcasing the immense talent, innovation, and capabilities within the UK outsourcing landscape has been a driving force in our marketing efforts. To see this acknowledged on such a platform was truly humbling and reinforced our resolve to continue pushing the boundaries of excellence. 

Reflecting on the past decade at DDC, our transformation and growth have been nothing short of remarkable. Significant milestones have marked the journey – from expanding our UK team to establishing and evolving our nearshore operational centres. Every step forward has been fuelled by a shared vision of delivering unparalleled services to our clients while contributing to the broader outsourcing industry. 

To receive recognition for this journey, particularly at an event as esteemed as the GSA Awards, was a moment we won’t forget. It was a testament to the dedication of each member of the DDC family, whose unwavering commitment has brought us to this point. The trophy we brought home was not just a physical symbol of our success but a representation of the passion we put into every project and partnership. 

As we look to the future, this recognition serves as a powerful motivator. It’s a reminder that the quest for excellence is ongoing – continuous innovation, staying agile and never losing sight of the values that drive us. 

So, as we bask in the afterglow of the GSA Awards, we’re ready to take on whatever comes our way. And we’re doing it with a renewed spirit, determination, and a steadfast commitment to making waves in the outsourcing space. 

While you doubtless have many things to take care of, one thing you shouldn’t overlook is your customer services. Of course, 2020 has been like no other year. The outbreak of Covid-19 has hit the economic world hard. It’s never been more important to meet your customers’ needs and ensure that they keep coming back for more. Let’s take a look at why you need to offer excellent customer service this season.

It’s the busiest time of year

Whether you run a commercial business or offer services, the holiday period is likely to be the busiest time of year. It’s not just the season to be jolly. It’s also the season to spend a whole load of money. Yes, Brits spend an average of £512.85 on gifts alone each year. Unsurprisingly, this year has seen a huge surge in online shopping. Back in April, experts reported that it was up by 129% week-on-week here in the UK due to the pandemic.

The increase in spending is fortuitous for online businesses, big and small. However, it also means that there’s more pressure on the customer service department than ever before. More sales mean more people wanting to speak to your business team. That means there will be extra pressure on your advisors, should they be an in-house team.

Customer stress levels run high

While the holiday season is supposed to be a joyous time, your customers’ stress levels can surge. One survey by YouGov found that more than two in five Brits feel stressed during the festive period. To make matters worse, one in four suffer from either depression or anxiety at this time too. That statistic is likely to increase this year, now that we are in a second national lockdown. For that reason, supporting your customer base is vital.

When tensions are high, your customer services game needs to be top-notch. Should a customer have a problem with a purchase, a return, or even a question, the sooner you can answer them, the better. Customers will expect to log on or pick up the phone at a moment’s notice and get an immediate response from you. With that in mind, ensuring that you have a great team available to help them is a sure-fire way to win their loyalty.

Keep new customers coming back

Chances are, you have a loyal base of customers that use your services all year round. However, when the holiday season begins, many businesses see an increase in their customers. It is a time when you will likely have newcomers trying out your company, whether that means buying a product from you or subscribing to a package. Believe it or not, this change offers you the opportunity to expand your clients in the long-term.

Ensuring that your business offers noteworthy customer services is a savvy place to start. First impressions count for a lot! Since this is the first experience many customers will be having with your company, you have the chance to wow them. From the moment they contact your team, their experience should be smooth and pleasant. By making sure that is the case, you can turn curious one-time customers into loyal ones that will stick around.

The takeaway

Customer relations is always a crucial aspect of your business. However, this holiday season, your business needs to put greater emphasis than ever on this area. Outsourcing this part of your business could be the answer to helping you manage the sudden influx. It means you can quickly scale up your team of advisors to cope with the busy period. This cost-effective and low-hassle approach is an intelligent way to offer excellent service.

Thinking of outsourcing your customer services this holiday season? Contact us now and find out how we can help your business

1. It’s a cost-effective solution

You already know that offering excellent customer services is a must. But how can you make it happen? One option is to hire in-house customer service advisors and managers to keep things ticking over. While this may be your first instinct, you may want to think twice about diving in. Expanding your staff with these professionals can be a costly and time-consuming endeavour. You have to consider salaries and additional benefits.

On the other hand, should you choose to outsource your customer services, you only have to cover one fee. Outsourcing offers a customer lifestyle solution that will suit your business. In combining email, chat, IM, and voice services, outsourcers can offer a well-rounded package that is low-hassle and affordable. Allowing you to achieve this high level of service under one regular cost.

2. You can offer multilingual services

Do you have loyal customers all around the globe? If the answer is yes, offering multilingual customer services is a huge bonus. Not only will this move keep existing customers satisfied, but it could also help to win you new clients along the way. 74% of customers would be more likely to buy from a company that offers support in their language, according to a report from the Common Sense Advisory.

Needless to say, offering multilingual customer services in-house is a tall order. Managing people who are bi-lingual and ensuring that you get the right experts can be difficult and costly. When you choose to outsource this aspect of your business, you don’t have to worry about these fine details. Many outsourcers will offer services in more than 32 languages.

3. Offer 24/7 customer services

The modern world never sleeps. It’s hard to overstate the value of 24/7 customer services. When you have customers living around the world in different time zones, ensuring that you can serve their needs is a must. Of course, having an in-house team that works around the clock is a logistical nightmare. However, when you choose to outsource these services, you instantly have the ability to offer continuous customer services.

4. Always get a consistent quality level

Poor customer service costs you in revenue. After experiencing bad customer service, 39% of people say that they would avoid using a company for two years, according to research from Zendesk. Whenever a customer or potential customer reaches out to you, they expect a high level of service. The system should be quick, easy and reliable.

Offering customer services in-house is one way to go. However, since this is not the business’ primary function, many find it hard to ensure a consistent high-quality level. Fortunately, outsourcing your customer services is the answer. You are entrusting an experienced team of experts to do what they do best. Having an external company take care of this side of your business frees up your time to focus on its core functions.

Ready to up your customer services game by outsourcing it? Contact us now to find out how we can help you.