10 Reasons For Partnering With A Call Center In The USA For Better CX Delivery
The modern business landscape demands a lot from companies. They need the right skills, technology, and resources to provide adequate customer service in a global marketplace. This often requires a large team of customer care specialists, a deep understanding of the product and market, and a commitment to problem-solving. Many companies have turned to business process outsourcing (BPO) as a solution to the challenges of building and maintaining an in-house customer support team.
Suppose you are a business running your operations in the USA or serving customers in the USA as your target audience. In that case, you should collaborate with a call center in the USA that specializes in delivering seamless customer experiences (CX) for customers. How well a company can provide an efficient and hassle-free CX greatly influences your brand’s reputation and market value in the business world.
According to PwC’s Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Therefore, outsourcing customer support to a reputed call center in the USA is the most suitable choice to positively impact your organization and help you acquire and retain more customers.
Here are a few of the top reasons why associating with a reputed US-based call center can help you deliver superior CX.
- Unrestricted by Time Zones
Nowadays, the significance of having a customer care provider located in the same or nearby time zone has amplified. In case of any issues with your product or service, reaching out to your customer care company becomes considerably more manageable. This approach can eliminate the risk of possible delays when making long-distance phone calls. Moreover, it enables you to keep track of any changes in their availability and working hours.
- Communication in Local Language
Using the local language for communication is crucial in business. Customers who cannot comprehend your message may feel frustrated and dissatisfied. Language barriers pose a significant challenge for global enterprises. Customers may become irritated when they require assistance from representatives who need help understanding their language. Similarly, when representatives need help comprehending the customer, communication breakdowns can adversely impact problem-solving efforts.
As a business proprietor, you aim to provide the best customer experience. However, comprehending customer feedback can be challenging at times. For instance, even if overseas outsourcing firms employ English-speaking agents, it is much easier to understand pronunciation, accents, phrases, and idioms when communicating between two speakers of US English.
- Cultural Affinity
Having customer support agents located in the same neighborhood as your customers can help establish a connection with the local culture. When customers reach out for assistance, they should feel like they’re speaking to someone who understands the nuances of their culture. Customers appreciate interacting with representatives knowledgeable about local trends, emergencies, and everything important to their community. Collaborating with an inbound call center services provider based in the USA can help you effectively fulfill the market’s demands.
- Similar Holiday Calendar
Businesses are increasingly aiming to leverage the potential of the global market. However, despite expanding their operations overseas, many companies still need to consider the impact of differing calendar changes from those in the US. Coordinating holidays between countries can pose a challenge, as some nations observe just one holiday per year. In contrast, others have multiple holidays that fall on different dates each year.
Even if you find a partner in another country, they are likely to work on their national holidays throughout the year. Your call center agents will still be available during their busiest times. However, you’ll need to schedule them off for holidays when no other call center agents are available to assist customers in need! By partnering with a call center in the USA, you can ensure that all your holidays and festive occasions are in sync.
- Higher CSAT Score
Customers often need more satisfaction with call center agents who are located overseas. Customer satisfaction is crucial for customer retention. By partnering with a local BPO provider in the USA, customer service representatives can interact with clients more frequently, deepening client relationships and enhancing brand value. BPO partners are known for their superior customer service, which promotes client retention. A US-based call center has all the necessary systems, including advanced creative software and CRM tools, to gather customer feedback and monitor consumer behavior to provide optimal customer care.
- 24/7 Customer Service
Businesses, whether large multinational corporations or mid-sized businesses are increasingly targeting global consumers. Meeting the constant needs of customers requires 24/7 customer support, prioritizing the resolution of their issues, be it a holiday or the weekend. In such cases, outsourcing customer service to a specialized third-party provider offering round-the-clock customer support services is preferable. According to research, businesses that contract with US-based inbound call centers for their customer support services earn more than those that rely on an in-house customer support team.
- Quick Turnaround
One of the worst things a business can do for its customer service is to keep a caller on hold for an extended period. This should be avoided as a general principle to ensure better customer satisfaction. Having a large customer care staff available can help ensure customers’ questions are immediately answered and their issues resolved in just a few minutes. To operate on a shorter turnaround time (TAT), businesses should provide outsourcing firms with adequate information about their products, services, and corporate culture.
- Efficient Legal Procedures
When partnering with a foreign call center, it’s crucial to understand and comply with the relevant laws and regulations to avoid potential penalties and fines. For example, the labor laws in the United States are clear and transparent. Still, when outsourcing BPO services to an overseas vendor, you may be subject to different labor laws. In addition, there are numerous compliance requirements to follow when operating in the USA, and your foreign call center partner may need to be more familiar with them.
This can increase the risk of penalties, mainly if the partner handles inbound calls and back-office services such as accounting, payroll, or accounts receivable management. Having a local US-based call center partner can make it easier to address any issues.
- Enhanced Efficiency
Regardless of the industry, customers are considered the backbone of any business. Manufacturing companies, for instance, focus more on production than addressing customer concerns. One of the benefits of using a third-party service provider is their commitment to satisfying clients. This allows businesses to focus on core operations and allocate resources more efficiently across all administrative tasks. In addition, with no linguistic, cultural, or time zone barriers, US-based customer service can provide faster and more effective support than offshore customer service.
If your business is in the US or has a brand that is well-known in Europe, Asia, or other regions, it’s crucial to build strong relationships with US customers. The best way to achieve this is by partnering with a call center in the USA. At these contact centers, customer service representatives are highly trained to understand that communication is about answering questions or providing after-sales support and fostering relationships with customers. By hiring a reputed and efficient inbound call center services company in the USA, you can meet all these requirements by delivering compelling customer experiences (CX).