All Call Centers require clearly understandable agent communication skills.

There was great interest in Off-Shoring initially because of the low per agent hour pricing, yet interest has slowed due to poor communication skills. A cheap price does not satisfy customer needs when complaint ratios are off the charts.

A better solution is Near-Shoring for many reasons; pricing is comparable in many cases, but more important agent communication skills are better.

By improving hiring and training Near-Shoring to Canada and Mexico will continue to grow.

Darrell Alsup
VP Sales
Anexa Teleservices LLC