When this topic matters
You want to outsource and have a choice: local agency (onshore) or foreign (offshore). Price difference can be 2-5x.
But: cheaper does not mean better ROI. Depends on project context.
What happens in practice
Offshore works well for: English-speaking markets, simpler scripts, high volume, non-complex products.
Onshore is necessary for: local languages (Czech, Slovak...), complex B2B, sensitive segments where cultural context matters.
Why it fails
Offshore for local language: operators speak Czech but with accent or unnaturally. Customers notice and react negatively.
Offshore for complex B2B: operators lack context, culture, or deep knowledge. Conversations are superficial.
Time zone problems: when you need to react quickly and team is 6 hours behind.
How to think about it
Decision criteria: 1) Language — local language = onshore. English = possible offshore. 2) Complexity — simple product = possible offshore. 3) Segment — enterprise = onshore. SMB volume = possible offshore. 4) Time zone — need real-time reactions?
Nearshore (Poland, Slovakia...): compromise — lower price than CZ, but similar timezone and cultural context.
- Language: local = onshore, EN = offshore possible
- Complexity: complex = onshore, simple = offshore possible
- Segment: enterprise = onshore, SMB = offshore possible
- Nearshore: price vs proximity compromise
What you gain and what you lose
Offshore: lower price, more capacity availability. But: language barriers, cultural disconnect, timezone, harder governance.
Onshore: higher conversation quality, easier governance, cultural fit. But: higher price, less capacity flexibility.
When to apply
Always consider trade-offs, not just price. Offshore at half price with half quality = same ROI as onshore.
Test: pilot with offshore will show if quality is sufficient for your use case.
Offshore is not automatically better choice. Consider: language, complexity, segment, timezone. Nearshore may be compromise. Test with pilot.