CoSentry utilizes 100% onshore facilities for its outsourced technical help desk model. In fact, CoSentry’s remote technical support centers are housed in the heartland of the U.S. where we are deemed as “accent neutral”.  We also have a strong technical labor pool in an area that has a relatively low cost of living as compared to the rest of the country. This enables us to provide a high level of remote technical support at extremely competitive pricing, while aligning culturally with your internal and external customers. The result is a high level of customer satisfaction at an affordable price.

The trend in the 1990’s to outsource many customer service functions including technical help desk offshore to foreign countries created a frustrating support model that we are all familiar with and most of us have experienced. This outsourcing model became so prevalent that the term “outsourcing” itself became synonymous with overseas labor and became instant material for many stand up comics. The obvious driving force behind this shift was the perceived lower cost that overseas labor could provide, but is it really. While the actual labor cost itself is cheaper, there are multiple tangible and intangible items to consider. When you look at the increase in management involvement, time zones disparity, language and cultural differences, lost productivity due to extended down time, employ morale and overall customer satisfaction the opportunity costs may be much higher than expected.

As more and more companies become focused on insuring their customers (both internal and external) have a great “customer experience” many organization are bringing their technical help desk / service desk and their customer service back onshore.