With customer experience management becoming the key to business success, organizations have started seeing call centers as more of an experience center than a cost center. Therefore, there is an increased focus on quality customer experience delivery rather than on lowering the cost of customer communication, diminishing the necessity of hiring an offshore call center in a far-off country.
In fact, there are many areas where offshore contact center outsourcing lag behind US-based call centers. The accents pose a major red flag, which often leads to miscommunication and misunderstanding for agents and customers. The time zone difference is another pain point besides the cultural difference. All these issues often lead to customer satisfaction issues and poor customer experience.
That is why more and more companies in the USA today are choosing to keep their contact center outsourcing onshore by opting for call center USA. If you delve deep into the reasons for the increasing demand for US-based call centers among American businesses, you can look closely at the following reasons.
The Need for Expertise
Contact centers today handle a suite of technologies, for communicating effectively. Customers across all channels require high level of professional expertise and a simultaneous technological footprint. Such expertise is very rarely found in offshore call centers. Call centers USA today focus on manning phone calls & creating proactive strategies for engaging your customers online using emails & other customer service channels.
1. Security and Privacy Issues
The countries where your offshore call-center agents operate may have entirely different data security laws than the USA. They may also have different standards in the technology used to block viruses or prevent hacking or other cyberattacks. Other countries typically have different privacy laws or regulatory issues that may lead to unexpected outages in service. Partnering with onshore or US-based call centers eliminates all these concerns at once.
2. The Need for Customized Service
Onshore or US-based call centers for customer service is particularly useful for those American businesses selling product or service that has some level of complexity, higher margin or needs higher level of technical know-how. When the value of the customer is higher, chance of customer service being outsourced to call centers USA increases. Offshore call centers often cannot handle such complex or high-end customer service jobs while ensuring a high customer satisfaction.
3. The Need for Better Quality
It is no secret that the quality of communication &cultural barriers that come with offshore call center outsourcing can often leave your customers frustrated. To offer a high-quality customer experience, contact center needs to have agents with shared cultural context with the customers & with in-depth knowledge about your business and brand. Such expertise can make them fully capable of answering all questions & ensuring your customers have happy experiences. Therefore, US-based call centers fit those requirements to a tee and are ideal as your CX delivery partner.
4. The Need for Continuous Improvement
Gone are the days when call centers took care of nothing but the day-to-day communication needs of modern businesses. To be a CXM outsourcing partner, a call center must ensure high-quality communication for today & help you stay ahead and prepared for future challenges. Such Call centers USA can help you leverage analytical tools & data insights to achieve goals, such as reaching milestones, long-term cost efficiency, and continuous improvement. That is why more companies today are opting for US-based call centers.
5. Technological Evolution
Last but not least, the rise of smartphones has minimized the significance of phone calls in the personal & business worlds. Today only a small percentage of customers prefer voice communication over other channels. On the other hand, the number of customers using text, IMs, emails, and more such instant communications day by day. The decrease in voice-based communications has minimized need bargain-priced call agents to ensure customer service, reducing need for offshore outsourcing. Thanks to their technical advancement, US-based call centers can handle all forms of customer communication & deliver a superior customer experience.
Final wrap
These are the six reasons why more American businesses teaming up with call centers USA to deliver superior CX solution to their customers. Onshore American call centers and global BPOs with a presence in America are the most sought-after outsourcing partner for businesses in the United States. With the right American call center, it is possible to improve your CX delivery and enhance customer loyalty. Which can significantly impact your brand presence and boost your revenue.
