Hiring a call center to help you with telemarketing, virtual receptionist services or any other type of answering service may be very important to your business. However, when you hire the wrong call center, it can cause many issues. Foreign call centers may be cheaper, but you really do get what you pay for.
The Call Center of the World
The call center of the world used to an alias for India. However, the Philippines have taken over this designation due to the cheap labor and specialized skills. Even with this being the case, outsourcing your calls to a foreign call center may not be a very good idea.
Why Are Foreign Call Centers So Frustrating?
1. The cost is going up
The main reason many call center tasks have been sent overseas is the cost. However, the labor costs overseas have been rising quite a bit over the past years, while American median incomes have been falling. This has brought back a demand for outsourcing call center tasks to the United States and Canada.
With the way current technology is advancing, hiring a domestic call center has shown to be more cost-effective in most circumstances. It’s hard for companies to get away with less than great customer service and a foreign call center just won’t cut it, even if it’s cheaper.
2. Customer service issues
Using a call center with 100% native-English speaking representatives provides much better customer service. No longer will your customer know that when they call, they will have to try and figure out what a foreign-speaking representative is saying.
When you hire a call center found in the United States or Canada, you gain the ability to provide amazing customer service. This may not seem like a big deal, but many customers won’t stick with a company if the service is poor, especially if there are a number of other choices out there for the same product or service.
Many larger companies, such as AT&T, General Motors and Whirlpool have pulled their call center operations from foreign countries. They have done this to ensure the bottom line is protected and their customers get the service they desire. This can make an even larger difference for a small business that cannot afford to lose any customers.
3. Sales and profits down
What it really comes down to is how much a foreign call center will charge versus how much it will cost you. If you spend less for this type of service, but they don’t provide any new sales or profits, is it really worth it?
A domestic call center can help you save money by keeping the rate competitive and helping you gain more sales and profits. With the right virtual receptionist service or call center operation in the United States or Canada, you will provide elite customer service, which will drive profits.
When representatives are highly trained, they know how to provide the empathy and patience your customers need. They can take orders, schedule appointments, handle general questions and keep your customers happy when they call. You won’t have to worry about the calls being answered quickly because domestic call centers answer very quickly.
If you want to keep your customers happy, avoid hiring foreign call centers. Instead, choose the right virtual receptionist service based in the United States or Canada.