When customers call for help, they expect nothing less than whole-hearted support from their product or services provider. When they come to know that the number they are given by their product or service provider connects them to a call center that is neither run by them nor is it located in the country that they live in, they become angry. A doubt begins to creep into their psyche about the quality of the agents that they are conversing with. Considering this attitude of customers, it will be a wise decision to meet them midway through domestic call center outsourcing.
How Domestic Call Center Outsourcing Is Different from Offshore Outsourcing?
Outsourcing is all about getting your work done by using services of a different company. It is very much prevalent in call center domain with companies preferring vendors that operate from across the globe (due to cost benefits). However, it has been seen that many customers do not enjoy talking to agents with foreign accents. This can result in customer becoming irate, which may further cause them to leave you. Hence, it won’t be a bad idea to outsource to a domestic call center outsourcing company, which has a workforce that can speak native languages fluently and with the right enunciation.
Domestic outsourcing call center solutions are good at understanding customers’ requirements because agents there are a lot better at comprehending customers’ dialect, slang words and other regional nuances. On the other hand, an offshore call center agent may be able to understand Basic English but it won’t have good knowledge of colloquial terminologies. This can be a deal breaker for those customers who expect native speakers to take their calls.
Outsource Email Support for Complementing a Domestic Call Center
It is all well and good to support customers through phone support; however, some customers are not too willing to wait in long queues. They would much rather write a long email, describing in detail about their current predicament and what they expect from their service provider. To meet the needs of such customers, it is best to meet them midway (just like in the case of domestic call center outsourcing). Companies should outsource email support and reap the rewards of a cost-effective venture. Some of the advantages of outsourcing email support are:
- Economical – Unlike domestic call center outsourcing that can be expensive for businesses, email support is relatively cheaper. Moreover, you can even employ non-native email support agents as there is no pressing need for understanding dialect in real-time (Google can be used for understanding an email later).
- Efficient email support software – Email support software is required for efficient management of emails. Most companies that deploy in-house email sport processes fail to understand this requirement and end up offering substandard support services. Hence, it is a better alternative to hire an email support outsourcing vendor with the necessary software and expertise.
Conclusion
Whether your customers prefer native speakers as call center agents or email support services, it is your responsibility to fulfill their requirements. By offering them the right types of services, you will show them that you actually care, which will later ensure that they stay loyal to your brand. If you are not too keen on running an in-house call center operation, then you should give domestic call center outsourcing a thought. This will help you meet your customers midway and will also allow you to build a long-term bond with them. Our staff is versatile and has experience of attending calls from customers in different industries.