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Topics: Call Centers

One of the fundamentals of offering a great customer experience is having a customer service call center. If your business already has a call center, or uses call center services, you’re already moving in the right direction. 

Download our free guide to discover how call center technology is evolving.

But simply having a call center isn’t enough. You need to use the features that a call center can offer you effectively. You know you need to invest in the latest technologies, and you want to partner with a provider who will ensure that each and every representative is trained to the same high standard. You also want to take advantage of their other services and options. One option you may not have thought of is leveraging multiple locations.

Call Centers around the Globe

You already know that call centers exist around the globe, and that many providers have set up shop in a wide array of places: You can have call center services in the US or Canada, the UK, and the Philippines just as easily. One of your provider’s strategies is to staff multiple centers, often in diverse locations around the world. 

What you may not know is that you should be ensuring that your provider is offering you service from a number of their locations—not just a single center or even one geographical region.

Different Time Zones? No Problem!

Your provider understands the advantages of having more than one customer service call center. They also understand why having multiple centers in different locations around the world is advantageous. This allows them to more easily offer 24/7 coverage to their clients. By taking advantage of your provider’s multi-center strategy, you can easily extend the same 24/7 care to your customers. 

How? Customer service call center operators in New York may want to work 9to5. That might be inconvenient for your customers who live in the Eastern Time zone, but it can be a huge pain for customers living in California—they can call you starting at six in the morning until two in the afternoon. If you have a worldwide customer base, the problem becomes even more obvious. Someone living in China is 12 hours ahead—so it’s almost bedtime for them by the time your customer service call center is even online.

More Centers, More Options

Obviously, if you plan to serve a number of people in different places, you have to take into consideration both time zones and what your customers want. Even your customers on the US Eastern Seaboard might find 9 to 5 hours inconvenient if they need to get in touch with your customer service department. They might prefer to call you from home around eight or nine at night. Another person might find time to call you in the early hours of the morning.

A multi-center strategy can help you manage this. Since a country like the Philippines is in the polar opposite time zone from the US, an American customer calling in at two in the morning EST is actually calling your reps around two in the afternoon their time—meaning they are fully awake and ready to help.

Speak Their Language

There is another huge advantage of a multi-center strategy that includes different locations: language. While English might be the preferred language of communication for your American customers, what happens if you have customers in China or Japan who speak another language?

Multiple centers often mean you have access to a number of representatives who speak any number of languages. In the Philippines, for example, the government emphasizes English-language education, which means many Filipino workers speak English very well. Many also speak Spanish. They may also speak Japanese, Mandarin, or Cantonese, meaning they can help serve your customers in the Asian market more effectively than a rep who lives in Minnesota and speaks only English.

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Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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