The question isn't if offshoring fits your strategy, but how to do it right!

The Real Cost of Not Offshoring Your Call Center Staff

Hiring in the U.S. is tough. Keeping staff? Even tougher.

With 30-45% turnover and an average tenure of just 13 months, U.S. call centers are caught in a cycle of constant recruitment, rising costs, and declining service quality. Meanwhile, in countries like South Africa and Colombia, call center employees stay for 3-5 years—bringing experience, stability, and a hunger to work.

According to Dr. Louis Siebrits , co-founder of Resolv.Global, “One job ad in South Africa easily gets over 1,000 applicants. The talent pool is not just deep—it’s committed, ready, and available within days.”

So why are some businesses still hesitant?

“Some believe keeping everything onshore means better quality and brand integrity,” says Dr. Siebrits. “But today, AI-driven quality assurance, remote management tools, and a strong offshore partner remove those barriers. Offshoring isn’t about cutting costs—it’s about growing smarter.”

And that’s the real cost of not offshoring:

• The endless hiring cycle
• The risk of burned-out, disengaged employees de-marketing your brand
• The lost opportunity to scale efficiently and sustainably

Big names like Amazon , Visa , and T-Mobile have already figured it out. A hybrid model—blending onshore expertise with offshore scalability—is the future of call center staffing

“The question isn’t if offshoring fits your strategy—it’s how you can do it right,” says Dr. Siebrits.

Read the full article in the Call Centre Times here

Are you thinking about making the shift? Let’s talk. Resolv Global

#CallCenters #BPO #CustomerService #Offshoring #BusinessGrowth #InternationalStaffing