The business world is highly dynamic today, which requires new, flexible solutions in many spheres, including customer experience. For many years, offshore BPO was a go-to strategy for scaling operations efficiently. In recent years, that model has started to evolve. More and more companies in the UK are now turning to nearshore outsourcing.
But why is it happening?
To find out the reasons behind this business trend, we talked to John Cole, Regional Head of CX Client Solutions – UK&I at Simply Contact. John is a recognized expert in BPO, outsourcing, and contact centre operations. He has a track record of scaling customer experience functions for both startups and global brands. With years of work in this domain, he has a clear vision of how to ensure stable customer satisfaction growth while keeping the processes well-optimized and cost-efficient.
Reason 1. Time Zones Matter
Time zone difference is not only about inconvenience. It is also about putting your business operations at risk.
Offshore models traditionally rely on asynchronous communication. It often leads to delayed feedback loops. For example, if you’re in the UK and your offshore team is in Latin America, the time difference can mean waiting until their next workday to get a reply.
Nearshore partners work in similar or overlapping time zones. As a result, real-time collaboration becomes the norm. Any issues can be discussed and resolved much faster, and all the processes can move with greater agility.
Reason 2. Cultural Alignment Drives Success
Cultural compatibility as a decisive factor is typically underestimated. Nevertheless, it has a huge significance. Nearshore teams will typically have a lot in common with you in the communication style, business etiquette, and expectations around feedback.
By hiring a team that is close to you, not only in terms of distance but also in mentality, you will leverage a wide range of perks. Your business will benefit from quicker rapport between your in-house and nearshore teams, fewer misunderstandings, and less time spent on rework.
According to a Deloitte report, 22% of outsourcing failures are due to poor cultural alignment. With nearshore partners, the chances of that happening drop dramatically.
Reason 3. Proximity Ensures Better Control
For example, when you hire external specialists to provide live chat support outsourcing services, this will include their work with sensitive data. And here, proximity plays a major role in risk management. Nearshore outsourcing enables easier site visits and audits, better alignment with UK data protection standards, and stronger oversight of processes.
At the same time, offshore outsourcing often comes with legal complexity and reduced visibility into day-to-day operations.
What About Costs?
We should admit that the financial factor that can discourage some businesses from considering nearshore BPO. Nearshore outsourcing typically comes with a higher hourly rate compared to offshore. But when you estimate the feasibility of the chosen approach, you shouldn’t rely on numbers alone.
You also should take into account the key advantages of nearshore:
- Fewer project delays
- Lower churn
- Faster issue resolution
All this will help you gain something invaluable: customer loyalty.
Final Word: Choose Based on Your Needs
When it comes to customer service outsourcing UK, nearshore seems to be a very sensible option, especially given the strong market players such as Simply Contact. The company has a team of over 600 agents based in Central and Eastern Europe and can help you fully enjoy the benefits of nearshore BPO, including time zone similarity, excellent process oversight, and cultural alignment.
However, there is no sense in opting for nearshore just because it is trendy. At the same time, it is not the best idea to work with offshore agencies just because it is cheaper. John Cole advises choosing the outsourcing model that truly corresponds to your goals.
To do this, you should start by analysing your key business priorities, team dynamics, and project complexity. This approach will allow you to make a well-informed decision that will deliver real value and operational efficiency.
