Call centers are an effective means to deliver timely customer service for a growing company. Many businesses turn to offshore call centers because they’re often less expensive. However, offshore call centers have several hidden issues that many companies don’t discover until they start losing customers. Here are some of the top ways offshore call centers fall short:
- Unforeseen costs. The appeal of an offshore call center is almost always the lower cost of labor. However, hidden expenses often undercut most of those savings. For example, any protocol or software modification a company requests comes with a hefty price tag. Offshore call centers can create legal headaches for the company too, as they are often aggressive about reaching key performance indicators (KPI). If the call center breaches Telephone Consumer Protection Act (TCPA) protocols, companies can find themselves at the center of an expensive lawsuit.
- Lack of familiarity with the company. Offshore call center agents aren’t likely to know the culture of the company. Their goal to reach their KPIs can cause them to overlook the company’s end state. While they may be securing more sales, their approach can result in an inferior experience for the customer. Over enough time, customers will seek a new provider that delivers the service they expect.
- Culture barriers. Offshore call center agents often struggle to relate with American culture, which can result in unsatisfactory customer support. Language barriers are also a significant problem. Even if agents are fluent in English, they are often unfamiliar with slang terminology or regional accents. If the agent and customer struggle to understand each other, the agent isn’t likely to resolve the customer’s issue.
- Limited oversight. Companies place a lot of trust in offshore call centers, but it’s almost impossible to observe how agents interact with customers. If a call center misunderstands or fails to adhere to company protocols, the substandard service they provide will hurt the company’s reputation.
Nearshore call centers eliminate the above concerns for several reasons. Chief among them is their cultural familiarity. Nearshore call centers understand American laws and culture due to their proximity. It’s also easier to communicate with nearshore call centers as the time zone difference isn’t as significant. Contact the experts at Actec to discover how nearshore call centers can benefit your business.