It used to be a widespread practice for major companies to outsource their customer service call centers to countries like India and the Philippines to reduce expenses. However, in recent years, there has been a direct reversal of this trend, with many large U.S. companies deciding to relocate their call centers back home. Keep reading to discover the reasons behind this shift towards domestic call centers like EMS.

When considering customer service management, it’s crucial to investigate various factors whether you are considering a domestic, nearshore, or offshore partner. Although cost is a significant element, other factors also play a vital role when outsourcing customer service. Remember, you are entrusting a third party with your brand image and customer satisfaction, two of your most valuable assets.

Geographical Distance

The distance between countries in international outsourcing can make it difficult to monitor customer service operations. It is not easy to visit an offshore call center to assess agents’ performance in person.

Security Measures

As opposed to offshore call centers, U.S. call centers are obligated to adhere to the rigid security protocols outlined in U.S. law. As such, using offshore call centers can increase the chances of a data breach.

Language and Culture 

Customers may feel dissatisfied if they reach an international representative with whom communication is difficult. The expectations for customer service have significantly increased in recent years. As per a study conducted by Salesforce, 88% of customers surveyed stated that the customer service experience is as important as the products or services when making a purchase decision. Providing an exceptional customer experience, which means fewer barriers, is no longer an option but a necessity in today’s world.

Cultural differences can create hurdles in customer engagement even when language barriers are not present. If you are considering outsourcing customer service to an offshore call center, it’s important to anticipate potential disconnects between your customers and agents. Sometimes, social conventions may be at odds, where an agent’s attempt to be polite may come across as rude to the customer. Also, support representatives may not have the appropriate answer when asked a question about a product or service they have little direct experience with.

Timeliness 

Having call centers within the US is essential for providing timely and efficient customer service. This is because it helps to minimize language barriers, cultural differences, and time zone disparities between customers and service providers. By using a US-based call center, communication between the caller and agent becomes clear and effective because there is no language barrier to impede it.

Technology 

When selecting a call center, consider the technology used and whether they have contingency plans in case of natural disasters or infrastructure issues. Customers expect reliable service, so interruptions, especially from offshore call centers, can be costly. Additionally, it’s important to ensure that communication data is secured, especially for sensitive industries. Check for both software and physical security measures before making your decision.

The primary objective of a customer service department is to guarantee that clients’ needs are met and that they are content with the service provided. It is recommended that you strive to offer customer service that is on par with luxury brands. When executed correctly, pleased clients are more likely to make repeat purchases and refer your business to their acquaintances. Conversely, a dissatisfied customer may never return, frequently without providing any explanation or feedback.

The bottom line is that customer service is crucial to your business. Allow EMS to help. We’ve been doing this in the United States for over 20 years and we know what it takes to deliver quality customer care!