Customer service outsourcing is used when a company’s headquarters decides to redirect the high volume of calls they get throughout the day and night regarding comments, concerns, questions, and complaints. The main company reroutes the calls to another facility where there are professionals standing by who can answer the calls efficiently, making it easier for callers to understand and handle any problems they may be dealing with. Typically, however, these outsourcing locations are not in America, and the representatives the client speaks with may not always be well-acquainted with the company, its products and services, and other pertinent information the caller may be searching for. When paired with an international call center, some callers may feel as if their question is not being handled well or that the main company doesn’t care enough to answer it directly. There is a simple way, however, to remedy this.
Why It Is Best to Choose an American Company
When choosing an American company for customer service outsourcing, companies get the benefit of a “home advantage” for their customers. This means a certain amount of familiarity, easier communication between the company and their partner center, and of course, accessibility if the center ever has to be visited by the main company. When the subcontract is closer to home, there’s a higher chance that they know exactly how to handle all the questions and concerns that may flood the call centers concerning products and features of the company. It’s easier to train representatives that are local, and the cost of training is much less.
In addition to this, using an American company cuts down on the call costs as well. When companies outsource internationally, it can cost them and their clients more money when placing an international call. Staying in the country saves money and time for both the customer and the company, making it easier on everyone.
Customer service outsourcing in American call centers also comes with other benefits that are cheaper, faster, and more effective. In addition to 24/7/365 help, they answer all FAQ’s, respond promptly to emails, handle order entries and reservations, take care of scheduling, and dispatching calls to other representatives. Other features include live web chat, CRM integration, employee check-ins, disaster recovery, and voicemail/IVR.
Most successful companies have a call center that offers each of these features and more, making them much more trustworthy and easily accessible to their clients.