Consistent one call resolution isn’t a myth! It only feels that way… for now.

It’s time to bid the traditional call center and the high school like environment that seems to prevail in them a (not so) fond farewell. A similar goodbye should be said to the practice of Offshoring, or sending US originated customer service, sales and tech support calls to the lowest bidder, outside of the United States. The practice hurts the US economy AND company satisfaction rates. Ultimately, what seemed like a cost cutting measure may become more than you or your brand can afford.

Customers want to talk to someone who understands them, in language and culture. They want to talk to a human being and not a warm body reciting practiced statements from a script they are not allowed to deviate from. They want to talk to someone that is a brand ambassador for your company. They want to hang up the phone with the warm fuzzies of resolution… the first time they call.

“I really, really want to speak to an individual who only recites from a script & is unable address the one off issue I am experiencing…” – said no consumer, ever.

The sacrifices to the customer experience may shock you.. studies have shown that calls routed outside of their originating country often require multiple calls (2.5) to be resolved. There are a number of factors that contribute to this phenomenon, including:

·        Language barriers

·        Cultural barriers

If your company is considering Offshoring your customer service, sales and tech support calls, how much are you really saving? It costs a company in the United States roughly $20-$45 an hour for a traditional US call center employee, this includes overhead (brick & mortar, technical costs, administrative costs, etc). This is a stark contrast to the $12 per hour it costs to secure an agent in another country. However, when you factor the need for multiple calls to achieve resolution, those savings end up costing you, both money AND customers.

A viable solution may be Homeshoring. Homeshoring allows companies to leverage a flexible and highly skilled virtual workforce. Candidates are completely vetted and trained, similarly to a traditional call center environment. The only difference is the location in which they will be working (home office vs. traditional office) and often the relationship status is as an Independent Contractor (IC – 1099, not a direct employee). Homeshored customer service, sales and technical support calls are answered by an agent residing in the same country, state or even city the call originated in! That type of personalized customer service is what can set your brand apart from the rest and leave your valued customers with the warm fuzzies of resolution, the very first time they call.

Some business owners have reservations about leveraging a virtual or remote workforce. The concern at the forefront being productivity; the thought is their employees may not be as productive if they are not there to keep an eye on them. To the micro-managers of the world, I say: “knock it off… and then breathe. It’ll be okay, I promise”. While productivity concerns are valid, the issue isn’t with a virtual workforce, rather it is in the caliber of individuals you have representing your brand. A passionate, competent and professional brand ambassador will represent your company with enthusiasm, regardless of workstation location. A slacker will be a slacker even in the office… they have just perfected the art of appearing busy when you look their way.

True story.

Is your company looking for USA based virtual business solutions? ATAC USA can help with that.

Are you interesting in working from home? ATAC USA can help with that, too.

By: Jessica LaFlesch