Several companies in the United States opt for outbound and inbound call center services, outsourcing their customer support operations to nearshore and offshore contact centers in Latin America, Asia, Europe, Africa, etc. By outsourcing their customer engagement activities to a professional contact center company, these businesses can ensure professional customer support without blowing a hole in their pockets. In addition, it also allows businesses to hire multinational BPO companies that can provide multilingual customer support to global customers that speak different languages.
However, the cost factor is the most important reason for outsourcing to an offshore contact center company. Engaging offshore BPO companies in Asia and Africa allows US-based businesses to get professional customer support operations at a fraction of the cost of outsourcing to a US-based contact center company. What most of these businesses often fail to realize is that customer support outsourcing to a US-based contact center company offers several essential benefits that offshore contact centers cannot. Eventually, the choice of contact center company and its location depends largely on the customer requirements and the amount of money the business is willing to invest.
Some essential benefits of engaging a US-based contact center company for outbound inbound call center services
Companies in the United States will always find it better to outsource their customer support to a contact center company in the country. Of course, outsourcing to an onshore contact center may be a bit more expensive than doing so to an offshore contact center in an Asian or African country. Sometimes, even a BPO company in a European country can offer outbound and inbound call center services at lower costs than their US-based counterparts.
However, outsourcing customer support operations to a top BPO company in the US also results in far better outcomes that can add greater value to the brand’s business operations in the country. At the same time, the increased outsourcing costs would not matter much when superior-quality customer engagements result in better customer retention and additional revenue generation from recurring purchases by current customers. Hence, the professional outbound and inbound call center services offered by an onshore contact center company can often render outstanding cost-effectiveness to a business’s customer engagement outsourcing endeavors.
There are several business-oriented benefits of onshore contact center outsourcing to a US-based contact center company, including:
- Personalized contact center solutions
Onshore contact center companies have a fair understanding of industry-specific requirements for your business to ensure seamless operations and profitability. As a result, they are most likely to have all the necessary infrastructure and solutions to help address your business’s critical pain points. At the same time, an onshore contact center company can personalize its offerings to suit your business requirements accurately and perfectly.
This will help you obtain and pay only for the services you need instead of getting bundled solutions and paying for unnecessary call center services. Hence, outsourcing your customer engagements to an American contact center company for outbound and inbound call center services will help you maximize cost-efficiency and ensure targeted expenditure that significantly improves outcomes and delivers superior returns on your investments.
- A cultural familiarity between customers support representatives
When you outsource to offshore contact center companies, you will have brand representatives from the BPO company’s country of origin. These BPO companies often have training programs to give their representatives adequate knowledge of the cultural aspects and mannerisms of American companies and their customers in the country. However, this does not mean these contact center agents can suddenly get perfectly in sync with the American people and how they communicate with each other. Regardless of their hard work and all the effort they make to “talk the language of the customer,” they will always have multiple cultural differences that eventually impact customer interactions.
In turn, this can result in poor customer experiences that will impact your business’s customer retention, sales, and revenue generation, among other things. Therefore, the most profitable alternative is to engage in customer support outsourcing to an onshore contact center company that employs American people to serve as customer support agents. This will help you employ brand representatives with complete cultural familiarity with your customers.
- Familiarity with the language accent of customers
The American people might speak English, but their language is quite different from that of the people from the United Kingdom or other English-speaking nations around the globe. In addition, the accent and tone of American English speakers are also quite different from that of other English speakers worldwide. This often creates a lot of confusion during customer interactions where customers and brand representatives fail to understand each other, leading to poor and ineffective communication. This lack of proper communication results in massive misunderstandings, ruining customer experiences and driving them away from your brand.
On the other hand, engaging a US-based contact center company for outbound and inbound call center services will ensure familiar languages and accents, leading to efficient and effective customer communications that will prevent such misunderstandings. This will also empower customers to share their concerns more freely with your brand’s customer support agents, allowing them to discuss their issues better and obtain more accurate resolutions. In addition, clear communication can save a lot of time, effort, money, and other valuable business resources, ensuring greater cost-effectiveness for your customer support operations.
- Improved protection security for customer information
Customer data security is a major concern for most businesses in the United States. Severe industry-specific sanctions and financial penalties await businesses that experience customer data leakages due to security lapses from limited or inefficient data protection measures. In addition, these data breaches also give the company a bad reputation, which impacts its relations with customers and clients in the marketplace. Fewer customers and clients will want to do business with a company that has failed to secure its data storage or cannot protect the information of its client and customers from unwanted hacks.
In such cases, you need to opt for an outbound and inbound call center services provider that can guarantee the safety of your customer information. A contact center company in the United States is aware of the stringent data protection laws within the country. Therefore, it will likely take necessary measures to ensure maximum data security, enabling your business to provide maximum security to customer data. The availability of extensive data security is one of the biggest advantages of outsourcing your business’s customer support operations to US-based contact center companies.
- Better oversight of customer engagement activities
It is a common misconception that outsourcing your customer support to an offshore contact center company eliminates any oversight you may have on your business’s customer engagement activities. In some cases, it may be true that customer support outsourcing can reduce oversight and often limit your direct impact on the contact center operations. However, you still have significant control over operations and the quality of customer engagements the contact center company offers.
However, engaging an onshore contact center company will enable you to visit the offices of the BPO companies whenever necessary, something that may not be as easy for offshore customer engagement partners. You cannot visit the offices of a contact center company in Asia or Africa very easily due to multiple difficulties in traveling, accommodations, etc., and other associated expenses. Paying a visit to the onshore offices of your customer engagement partner may prove to be less challenging. Hence, engaging an American contact center company for outbound and inbound call center services will help you enjoy better oversight of your customer communications.
There are several other advantages to outsourcing your customer engagements to a professional contact center company in the United States. Local outsourcing ensures maximum speed and flexibility, ensuring swift responses and accurate resolutions almost every time. Additionally, onshore customer support outsourcing will empower your business to deliver consistent and superior-quality contact center solutions. Hence, opting for onshore customer support outsourcing can help you deliver superior customer experiences, improve customer retention numbers, increase sales, and boost revenue generation.
In addition, outsourcing to a contact center company within the United States will help you get the best value for your investments. With an onshore BPO company as your customer engagement partner, you will get personalized solutions and pay only for the services you need and opt for. This will help you generate the best outcomes from hiring the onshore contact center company and maximize your returns on your investments in professional outbound and inbound call center services for your business.
