Customer support is a vital component of modern-day business operations. If you want to thrive in today’s extremely competitive environment, you need to have a phone support department that can be counted upon in any situation. The better you handle your contacts; the better will be the overall returns form your customers. But, any laxity in the delivery of service or lack of application shown by agents can be a deal breaker. Instead of gaining ground on the competition, you will end up with more problems than you had before. So, it is better to utilize customer support outsourcing services provided by a battle-hardened veteran with the experience of guiding call center projects to success.
In-House Operations vs. Offshore Outsourcing
Outsourcing can be domestic i.e. in-house or offshore to another country. Both have their virtues and negative points.
- An inbound call center operation is better for those companies that have some form of experience in handling customers. For example, a marketing company would be better suited to run an in-house customer care than a company plying its trade in technology domain.
- In-house operations keep the customer information within office premises. There is less chance of information leaking or breached by hackers.
- In-house call center requires you to spend heavily on infrastructure. The capital investments alone can be debilitating. In case, your in-house endeavor does not work, you risk losing out on a lot of money. In contrast, offshore outsourcing lets you access readymade infrastructure. You only have to pay a periodic fee to the vendor, and there is no capital investment involved.
- The in-house HR and training departments are exerted while running an on-premise call center. On the other hand, an offshore customer support outsourcing vendor takes care of recruitment and training by itself.
Find the Right Balance with Trusted Domestic Customer Service Outsourcing
Domestic customer service outsourcing to a reliable vendor can provide you the best of both worlds. For US-based companies, outsource customer service provider NJ to Vcare can be a worthwhile alternative.
Easy to regulate workflow, monitor operations and inspire agents personally
When you outsource operations to a company in another country, you are unable to visit their office premises often. And, even if you do manage to find the time to take the flight, the expenditure on air tickets can be really high. This may offset the overall gains from an offshore outsourcing venture. In contrast, you can visit a domestic customer service outsourcing company frequently without any major expense. This allows you to personally address a situation that might not be developing as per your liking. For example, if you feel that your agents are unable to maintain a high CSAT score, you can go the vendor premise personally and tell them how critical the CSAT stat is for you. You can inspire them with a lecture or provide them lesser-known info about your customer base, so they can be more effective in the future.
Less cultural barriers
In a country like the US, the culture is quite different from the European and Asian countries. So, it is a good idea to employ the services of a domestic customer service outsourcing company that already has agents who are familiar with the country’s culture. While there may be small differences between cultures of people with different ethnicity (e.g. Hispanics and Caucasians), the native agents would still be a better choice to deal with customers from the same country.
Vcare is an outsource customer service provider NJ with a host of agents that are well-drilled in dealing with the American customers. We also have all the essential resources including state-of-the-art infrastructure, call center software and real-estate. Our agents are trained rigorously on the process requirements and take great care while managing customer-shared information.