Woes Of Outsourcing To Non – U.S. Based Call Centers
Miles Davis said, ‘Time isn’t the main thing. It’s the only thing.’ Waste your customer’s time and you will surely experience a decrease in customer flow…
As an American company, it would serve the scaling of your brand best when you outsource to US-based call center agencies. The bulk of your customers are going to be Americans who speak native English. When your customer calls for assistance, whoever answers the number supplied for customer assistance, represents your organization. Apart from supporting your fellow Americans by using American based call centers, your customers are able to interact with people of mutual understanding.
Imagine this, a customer, named John, wishes to return an item purchased in exchange for the correct item. The item, as advertised, could not perform the tasks it was purchased for. John reaches for the customer support number to speak to someone who can help him remedy the situation. At the third ring, the call is answered by someone with a thick foreign accent. After ten minutes of trying to spell out his name and the item purchased, he is irate, frustrated and going to post a negative review.
Moral: When the customer dials the number supplied for customer support, speaking to someone who can understand and relate to them is important.
Additionally, you may want to consider outsourcing to an American Call Center Agency so that you can have time to engage in activities which scale your business. Meanwhile, your selected call center agency provides your customers with the assistance they need to feel appreciated and encouraged to return for further business. Customers should not have to endure the disgruntled tones of frustrated and underpaid foreign call center agents as this decreases the level of satisfaction provided to the customer.
The quality available, due to the educational advancement opportunities out there, has made the call center industry a worthy associate of small and large businesses alike. Agents at call centers have to be multi-talented to handle calls, access the information customers need and provide the companies they partner with, with valuable feedback to improve. It pays to utilize American based call centers as they are locally available to stop by for a quick update, for example.
Then there is dependability. Asian and Pacific-based call center operatives are known for their high turnover rates among staff. This means that your customer experience will not be a seamless one, as the agent which a customer feels comfortable dealing with today may not return to work the next week. They lack professionalism especially when it comes to communicating properly with their employers about their working conditions and often it is the caller who bears the brunt of resentment. This limits your trustworthiness and reliability rating among your customers which can lead to the ruin of your business.
David Bebee says, “We need to stop interrupting what customers are interested in AND BE what customers are interested in.” Your company can’t achieve this transition into being what customers want when you’re utilizing foreign companies who don’t have their interests as a priority.
Customer comfort is also an important factor. Most foreign call center operatives are encouraged to memorize aspects of the American culture and landmarks to allow for conversational flow. However, with American based call centers, finding something to chat about while you try to access customer information comes naturally. The customer is immediately put at ease as there is not a heavy non-American accent to try to decipher.
The bottom line is your customers have feelings. And with the business opportunity they provide, the least they can get is someone who understands them. They feel disrespected when you outsource to foreign lands where the call center employees are paid less and offer substandard service. They are willing to spend top dollar for your product, therefore they expect top quality service after their purchase also.
The language barrier which often results is unfair to your customers. They already have a problem with the service or product, why compound the issue with terrible call support? Although a script is often given to help guide the conversation, customers aren’t interested in the script they want solutions, not well-practiced grammar. Yet in countries where the operatives aren’t native English, this language barrier can be ridiculous and cause additional problems instead of providing solutions.
U.S. Based Call Center Agency Partner
Meg Whitman’s suggestion that we should, “Run to the fire, don’t hide from it.” captures the true essence of the determination of our agency to provide top quality results for your business. For three decades, we at QCSS have made it our personal mission to help companies deliver the gold standard to their customers thus making their business profitable. As a certified WBENC member operating within the USA, QCSS ensures that we provide opportunities to showcase women’s talents and skills within the call center industry.
Being an American-based company we are able to cater to your customers in such a way that it seems we are a department within your company. As your B2B partner agency, we work together to achieve what others may label as impossible.
We provide a variety of services which include, but are by no means limited to:
- Multichannel inbound and outbound telesales
- Membership renewals, retention, and new member acquisition
- Driving event traffic
- Sponsorship acquisition and retention
- Appointment setting
- Lead generation solutions
- Answering Services
- Content & Media
But don’t take our word for it, our long-standing clients can attest to this also. We would be more than happy to facilitate your request to find out first hand from them. Are you ready to have the gold standard in call center services for your company? CONTACT US TODAY!