Domestic, Nearshore, Offshore.
I Help You Pick Right.

Outsourcing done right can save you money and scale your team fast. Done wrong, it's a nightmare.

Why Outsource?

Let's be real: outsourcing gets a bad rap. And a lot of it is deserved—because most companies do it wrong.

They pick vendors based on price alone. They don't train them. They don't give them the right tools. Then they're shocked when quality tanks.

But when done right? Outsourcing can be a game-changer. You get cost savings, scalability, 24/7 coverage, and access to specialized talent—without the overhead of building it all in-house.

I've spent 25+ years building and managing outsourced teams. I know how to make it work.

When It's the Right Time

✓

You're Ready If...

  • You have documented processes
  • You know your key metrics (CSAT, AHT, FRT)
  • Your product/service is stable
  • You need to scale fast without massive hiring
  • You want 24/7 coverage without burning out your team
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It's Too Early If...

  • Your product changes every week
  • You're still figuring out your support playbook
  • You don't have a QA/training framework
  • Your internal team doesn't understand the business
  • You're hoping outsourcing will "fix" bad processes
⚡

It's Too Late If...

  • Your CSAT is already in the toilet
  • Your team is burning out and quitting
  • You're reactive instead of strategic

Actually, it's never too late—but it'll take longer to fix. Let's talk.

Domestic vs. Nearshore vs. Offshore

Domestic (U.S.-Based)

Best for: Premium brands, complex products, high-touch support.

Pros: Same time zone, cultural alignment, native speakers, easier management.

Cons: Most expensive option.

Typical cost: $18-30/hour

Nearshore (Latin America, Canada)

Best for: Brands that want quality without domestic pricing.

Pros: Overlapping time zones, strong English, cultural fit, cost-effective.

Cons: Slightly higher cost than offshore.

Typical cost: $10-18/hour

Offshore (Philippines, India, Eastern Europe)

Best for: High-volume, transactional support or 24/7 coverage.

Pros: Lowest cost, huge talent pools, great for overnight coverage.

Cons: Time zone challenges, variable language quality, more management needed.

Typical cost: $5-12/hour

The truth? Most companies end up with a hybrid model—domestic for complex stuff, offshore for volume. I help you design the right mix.

How to Set Up Vendors That Don't Suck

The #1 reason outsourcing fails? Poor setup. Here's how I make sure it works:

1. Clear SOW & KPIs

Define expectations upfront: response times, CSAT targets, escalation paths, reporting cadence. No ambiguity.

2. Comprehensive Training

I build training programs that actually stick. Product knowledge, brand voice, troubleshooting frameworks—everything they need to rep your brand.

3. Quality Assurance Framework

Random ticket reviews aren't enough. I build QA scorecards, calibration sessions, and feedback loops to keep quality high.

4. Performance Dashboards

Real-time visibility into volume, resolution rates, CSAT, and agent performance. You should never be guessing what's happening.

5. Governance & Accountability

Weekly business reviews, monthly QBRs, escalation protocols. I keep vendors honest and aligned with your goals.

My Approach

Outsourcing isn't about cost—it's about control. I help you design an outsourcing framework that keeps quality high and communication clean. From RFP design to onboarding your new partner, I make sure your brand voice and metrics stay intact.

We'll assess whether domestic, nearshore, or offshore support makes sense for your budget and customers. Then I'll help you draft KPIs, QA checklists, and escalation plans that prevent the typical "hand-off chaos."

You'll know exactly how your vendor performs because I build reporting structures that make performance visible in real-time.

Need help setting up your internal tools before outsourcing? Visit Technology Services.

Looking for a full CX audit before choosing a vendor? Start with the Comprehensive Assessment.

Outsourcing FAQs

If you have stable processes, clear documentation, and predictable volume, you're probably ready. If you're still figuring out your product or support model, wait. I can help you assess where you are and what needs to happen first.
Nearshore = closer time zones (Latin America, Canada). Offshore = farther away (Philippines, India). Nearshore is easier to manage but costs more. Offshore is cheaper but requires more oversight. Most brands use both.
100%. Quality doesn't come from location—it comes from training, tools, and governance. I've seen offshore teams outperform domestic ones because they were set up right. It's all about how you design and manage the partnership.
Depends on location and complexity. Domestic runs $18-30/hr. Nearshore is $10-18/hr. Offshore is $5-12/hr. But that's just agent cost—you also need to factor in setup, training, management, and QA. I help you model total cost before you commit.
Yes—I've worked with dozens of BPOs across domestic, nearshore, and offshore markets. But I don't take kickbacks or commissions. My job is to find you the right partner, not push you toward whoever pays me.
First, I'll help you diagnose why. Is it the vendor? Your processes? Lack of training? Sometimes it's fixable. If not, I'll help you transition to a better partner without blowing up your operation.

Let's Map Your Outsourcing Strategy

Whether you're exploring outsourcing for the first time or fixing a bad vendor relationship, I'll help you get it right.

Book a Strategy Call