Staying one step ahead of the competition has often remained the mantra for success in the business world. Companies are willing to do everything in their powers to garner customer trust to beat the threat of competition. But, this challenge of gaining customer trust has remained insurmountable for enterprises that haven’t yet truly harnessed the power of call center outsourcing. Most companies have been deterred by the possibility of a negative customer response and many others running in-house call centers haven’t jumped the ship yet because they are uncertain about the outcome. However, amidst all this confusion and nerviness about outsourcing, there is a worthwhile solution in the offing. It is possible to outsource your call center to American reps and maintain the same level of trust and goodwill through better customer service.
Outsource Your Call Center to Domestic Vendors and Breathe a Sigh of Relief
As established before, the intense pressure on businesses is a byproduct of the competition. With receding margins and flailing profits, companies are looking for better options for their call center operations. Call center outsourcing companies do promise good returns on investments, however, an outsourcing venture especially to offshore companies is fraught with risk. Overseas companies, even the best in the business, do not have native speakers to carry out your operations. Even the most sensitive of call center agents there that do care about their customers, simply do not have the right sort of sensitivity towards enunciation of certain words that may be a deal breaker for many of your customers. Moreover, the lack of understanding of colloquial terminologies has the potential to make even the simplest of calls into outright disasters. Peace of mind simply does not come easy, not unless you are willing to outsource call center to American reps.
A domestic American call center that has native call-taking agents is a better proposition than an offshore call center with no connection to the US. First and foremost, it has the right type of sensitivity that is required to build an instant rapport. This kind of rapport can only be built if the person on the other end of the phone line finds an agent familiar. An overseas call center may find it hard to create such a rapport, at least not on every call.
After a good initial rapport is built, the agent can utilize the head start he has got by being more assertive, which helps in controlling the call. As an American rep does not have to worry about any slang or colloquial terms coming his way (as he has a better understanding of them), he can field all questions by customers with complete confidence.
Another major advantage that you get when you outsource your call center to an American company is that of time zone. Unlike an offshore outsourcing venture that requires you to make important calls at odd hours, call center outsourcing companies in the US can be contacted during office hours. This allows you to have live meetings or virtual meetings with all the stakeholders at one place. Also, you get the option of visiting the premises of call center outsourcing companies at any time you want. Such visits can help you educate and train the workforce that is in direct contact with your customers.