The move to offshore facilities for contact centers was pioneered by General Electric, and by 2003, almost half of the Fortune 500 established some presence offshore – and predominantly in India.
The rationale to go offshore was initially based only on economics. Savings of 40-70% over US expenses was not uncommon. Subsequently, this dominant rationale of cost savings was evenly weighted with the quality of labor and service delivery available from offshore facilities. Companies found that not only was the labor and cost of doing business significantly lower, but the talent pool spoke excellent English, became acclimatized to American culture and were diligent and conscientious workers that focused on excelling at work. This was a stark contrast to the productivity and costs US firms were facing locally. Hence, the movement to go offshore accelerated.
The Fortune 500 began to establish their own facilities (including Dell, AOL, Microsoft, Citigroup), but has been difficult for the middle-market to establish their own center and achieve the same benefits.
Goodbay was founded on the premise that the benefits of going offshore should be available to all US companies, not just the Fortune 500. Goodbay works with a variety of US companies under $1 Billion to outsource their dedicated inbound sales, customer service and outbound sales and back-office functions.
From its inception, Goodbay has been focused on delivering the highest quality agents on the phone to deliver high-level service to US firms to service their customers and to acquire new business. Goodbay has been able to accomplish this by finding and keeping the best and most experienced people in the industry, and ensuring quality of service equal or better to their US counterparts.
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