I represent an offshore call center, so perhaps my views will seem biased, but I would like to address your questions.
Dealing with offshore call centers can be a challenging process, since it involves a long-distance partnership between the firm looking to offshore and the offshore call center. It will not be like the flick of a switch. It involves continous interaction with the call center team firstly to make sure requirements are clearly understood, expectations are set and secondly to make sure the campaigns are proceeding smoothly and you are meeting your targets and receiving all the correct reports.
Some offshore centers may not have professional staff who are well versed with the business practices and expectations of the western world. In that case, it may prove not to be a fun experience.
However, assuming you have found the right offshore partner, the benefits are tremendous (including cost savings anywhere between 40%-70%).
To evaluate how customers react to the offshore agents, one must consider the success stories of some of the finest Fortune 500 companies like Citibank, American Express, GE, Microsoft and so on. If these companies can stay in business after offshoring, there must be something right about it.
Anyhow, it will be my pleasure to assist you and explore possible areas in which we can be of assistance to you and perhaps address some of your concerns. Please email me
shreya@supersight.net and let me know. Thanks.