When it comes to customer support, it is not just about providing basic services like answering questions and resolving issues. It's also about building customer relationships and helping them resolve their problems. If you are thinking about outsourcing your call center, then here are a few reasons why you should:
The biggest benefit is that US-based agents are more likely to understand the customer. In addition, since they speak English as their first language, they can better understand what the customer is saying and how to react accordingly.
You'll also get more accurate data from your customer service team with US-English-speaking agents. It means you can work on improving your marketing strategies based on real feedback from customers instead of guessing what might have happened.
As a result of higher engagement, retention rates will improve for your business over time. You're less likely to lose customers in future sales cycles because they already like working with you. If they do leave, it won't be because of bad customer service.
According to IBIS World, around 30,988 call centers and telemarketing businesses are operating in the US. These numbers have risen from 23,280 in 2012, indicating that more businesses are hiring US-based call centers.
The US Census states that more than 350 languages are spoken in the US, making it the most language-diversified country. Hence, you can expect the call center you hire to provide you with a diversified staff to cater to your customer handling requirements.
Phone calls and emails come in from customers worldwide, speaking different languages and living in different time zones. As a result, your company has to handle customer support requests in different languages and time zones, or you could lose out on sales. However, with call center outsourcing, you can handle this task more easily than your on-site employees.
Most US-based call centers will have multilingual agents who can respond to your customer's needs by phone or email in their native language. They will also be able to provide customer support 24 hours a day since they are located near the same time zone as your target audience.
One of the main reasons why companies consider outsourcing their inbound customer support to a US-based call center is to provide a better customer service experience.
US-based call centers offer US English accents as well as multilingual support staff trained in your product or service and local customs and culture. It means they can answer your customers' questions with knowledge about how things work in different countries.
Using a US-based call center also allows you to overcome language barriers between both parties. This way, customers won't have trouble communicating with your company because they don't speak English.
Why should you be interested in saving money on your customer support? Because every dollar counts, and every cent you save could be put toward something else to help your business grow. Most companies have realized that hiring local call centers are more cost-effective than hiring a full-time customer service staff.
When operating in different countries, you have to pay for translation services, travel expenses, and salaries for your staff members traveling for work purposes. It can add up quickly. By hiring a US-based call center, you can save on these costs because they are located in one country and do not need to travel or use outside resources.
Another way hiring a US-based call center helps reduce operational costs is by eliminating any additional taxes levied by the local government where the call center is located. It is especially true if your company is located outside of the United States and has operations there too. If this is the case, you may consider hiring a US-based call center because they can provide service exclusively within their own country's borders without worrying about paying additional taxes.
One of the benefits of outsourcing your inbound customer support to a US-based call center is 24x7x365 customer support. It allows your customers to reach you anytime during the day or night, seven days a week and 365 days a year.
You might probably think that you already have a 24/7 team. However, this isn't always true because your team members might be unable to answer calls outside of normal business hours. By outsourcing your inbound customer support to a professional call center, you can ensure that there is always someone who can get back to customers.
Another prime benefit to outsourcing your inbound customer support to a local call center is that it allows you to scale your team quickly. If you have a sudden increase in sales or customers, then there's no need for panic because you can hire more agents from the call center.
One of the most significant benefits a call center can offer is access to new technology and advanced facilities. The companies serving as your local support centers are constantly upgrading and improving their equipment. It means you can take advantage of the latest technological advancements regarding this aspect of your business.
The same goes for other aspects of these companies' operations, including their office space. You might not have room for all kinds of things. This includes additional employees who can handle customer service requests in your own space. However, a good US-based call center will have everything you need in one place.
A better customer service experience can lead to increased sales and reduced churn rate, directly impacting your bottom line.
When it comes down to it, a happy customer is likely to make more money for you than an unhappy one. According to HubSpot, extraordinary customer service is critical for sustained business growth. Customers who feel well taken care of are more likely to refer their friends and family members. Or, perhaps even repurchase from you again at some point in the future.
They're also less likely to switch to a competitor if they generally have positive feelings about how their interactions with your brand went. However, when customers leave because they don't like how they were treated, it hurts your company's reputation and bottom line.
If you're unsure whether outsourcing your customer support to a US-based call center is the right choice, following the insight in this article might be a good idea. Outsourcing can be a great way to improve your customer service experience. Plus, it can allow you to reduce costs without sacrificing quality.