Customer service is crucial for any business that wants to succeed in the global market. However, building and managing an in-house customer support team can take time and effort. That’s why many companies outsource their customer service to a reliable business process outsourcing (BPO) provider. If your business operates or targets customers in the USA, you should partner with a call center in the USA that can deliver excellent customer experiences (CX) for your brand.
A bad CX can drive away 32% of customers after just one encounter, according to PwC’s Future of Customer Experience report. Therefore, working with a reputable top call center in the USA can help you attract and retain more customers by providing them with efficient and hassle-free service.
Here are 10 reasons why you should outsource call center services to a top call center in the USA:
No Time Zone Restrictions for Customer Support
If you need help with your product or service, you want to contact your customer care provider easily and quickly. You don’t want to wait for long-distance calls or deal with different schedules. That’s why you should choose a customer care provider that is in the same or nearby time zone as you. You can avoid delays and stay updated on their availability and working hours.
Local Language is Key to Communication
Customers who need help understanding you may feel frustrated and unhappy. Global businesses must overcome language barriers that can annoy customers and hamper problem-solving. You want to provide the best customer experience, but sometimes it takes time to understand customer feedback. For example, even if you outsource to English-speaking agents abroad, it’s much easier to communicate between two US English speakers who can grasp pronunciation, accents, phrases, and idioms.
Matching Holiday Calendar Schedule
Global markets offer great opportunities for businesses, but they also come with challenges. One of them is dealing with different holidays in different countries. Some countries have only one holiday a year, while others have many holidays that change yearly. If you work with a partner in another country, they may be unavailable on their holidays when needed. Your call center agents may be ready to help customers but may also need time off for their holidays. By working with a call center in the USA, you can avoid this problem and align your holidays and celebrations.
Better Customer Satisfaction Scores
Customer satisfaction is key to customer retention. Customers prefer to talk to call center agents in the same country as them. Working with a US-based BPO provider can improve your customer service and loyalty. BPO partners have the best systems and tools to understand better and serve your customers. They can communicate more often with your customers, build stronger relationships, and increase brand value.
24/7 Support for Customer Service
Businesses operating in multinational countries need 24/7 customer support, no matter what time of day. Outsourcing customer service to a third-party provider that offers round-the-clock support is a good option. Research shows that businesses that use a top call center in the USA for customer service delivery make more money than those that use their teams.
Faster Turnaround Time
One of the most detrimental customer service actions a company can take is subjecting a caller to prolonged hold times. As a fundamental guideline to enhance customer satisfaction, it is imperative to avoid this practice. Maintaining a substantial customer support team can guarantee prompt responses to customers’ inquiries and swift resolution of their concerns, typically within minutes. To streamline operations and achieve a shorter Turnaround Time (TAT), organizations should furnish outsourcing firms with comprehensive information about their products, services, and company ethos.
Streamlined Legal Procedures
When engaging with a foreign call center, it is paramount to grasp and adhere to the pertinent legal norms and guidelines to prevent potential fines and penalties. For instance, labor regulations within the United States are well-defined and transparent. Still, when outsourcing BPO services to an overseas vendor, you may deal with disparate labor laws. Moreover, operating in the USA entails adherence to numerous compliance prerequisites, which your foreign call center partner may need to acquaint themselves with. This raises the risk of potential penalties, primarily when the partner handles inbound calls and back-office functions like accounting, payroll, or accounts receivable management. Opting for a top call center in the USA can facilitate the resolution of such issues.
Amplified Operational Efficiency
Irrespective of the industry, customers are regarded as the lifeblood of any enterprise. Manufacturing firms, for example, place more emphasis on production rather than addressing customer queries. Leveraging the services of a third-party provider bestows the advantage of their unwavering commitment to customer satisfaction. This empowers businesses to channel their focus towards core operations and allocate resources more efficiently across all administrative tasks. Furthermore, with no language, cultural, or time zone hindrances, opting to outsource call center services can deliver swifter and more efficient support than offshore customer service.
As previously mentioned in the article, while the cost of outsourcing to a top call center in the USA may be higher compared to offshore outsourcing, it can offer superior value in terms of service quality and proximity to your business. U.S.-based call centers provide a unique blend of cultural alignment, language proficiency, shared time zones, and personalized service, all contributing to elevated customer satisfaction, increased customer loyalty, and an enhanced brand reputation.
Moreover, their deep understanding of local regulations, market dynamics, and dedication to data security positions them as the ideal choice for businesses aiming to deliver exceptional customer support. Outsource call center services is a way for companies to underscore their commitment to providing outstanding service and ensuring a positive customer experience.