19 Nov 7 Benefits Of An Onshore Contact Center
7 Benefits Of An Onshore Contact Center
Today more and more businesses are turning to contact centers to handle their customer experience needs. And while outsourcing has become standard, the latest debate is whether to partner with an onshore or offshore location. With differences in IP protection, language and cultural barriers, and technological evolution, there are a lot of factors to consider. Increasingly, onshore outsourcing is looking like the more dependable solution. Why? Let’s get into the details.
Evolution of Technology
Communication is constantly evolving and your customers are as well. One of the biggest challenges in the customer service industry is effectively connecting with customers in their preferred method of communication. Today, over 50 percent of customers say they prefer text messaging over phone conversation. With omnichannel and cloud-based communications, onshore contact centers have the power to connect customers with your business no matter the channel.
We know that running a business is hard enough without providing your own customer service. On average, running a contact center can have an annual cost upwards of $414,000. On-boarding, labor, training, facilities and turnover are some of the many factors that make up that annual cost. By teaming with a contact center solution provider, the financial headache is no longer yours and you’re able to allocate all that manpower for other projects.
Using an offshore contact center provider increases your risk of running into vital language barriers. An offshore provider may employ agents with a general knowledge of English, but who lack the local phasing and dialects needed to make your customers feel like they’re talking to a friend. This can lead to incorrect translations and — more importantly — a loss in productivity and customer experience. On the other hand, onshore call center agents will be able to handle customer interaction without frustration on either side. An onshore provider will relate to your customer and have a fully immersive conversation.
Customer Service Specialization
The main objective of an onshore contact center is to retain customers, generate revenue and increase brand awareness through customer service. This includes lower call handling times, product and brand expertise, effective scripting, comprehensive customer profiles and reasonable call volumes to ensure customers are receiving the best service possible. By utilizing this service, you are setting your customers and brand up for success.
Intellectual property is one of your most important assets — you should protect it as such. Your IP sets your business apart from your competitors. Using offshore outsourcing can become a security risk with countries abroad. Many countries have different standards of technology in respect to cyber attacks and viruses. Onshore providers eliminate these concerns due to the strict laws pertaining to IP protection.
Implementation and Delivery
A vast majority of onshore contact centers has been established for decades, which allows them to provide high-quality implementation quickly. With tried-and-true processes and user-friendly designs, companies have access to agents and systems with faster ready time rather than temporary or seasonal workers. Onshore contact centers provide companies with more control over their business. By partnering with an onshore contact center, businesses can easily engage with the call center and conduct in-person visits to ensure their standards are met.
Onshore contact centers pride themselves on providing a BPO solution that is tailored to your unique needs. Whether you are in need of an automated attendant, a queuing system or a dedicated team of agents to support your business, onshore contact centers can meet your demand. Contact centers such as Superior Contact utilize interactive voice response and CRM integration. This means you will never pay for what you don’t need while providing your customers a seamless experience.
If you’re interested in utilizing an onshore contact center, check out Superior Contact.