While the low cost of offshore labor may seem attractive, the high costs associated with unresolved problems and dissatisfied customers often offset any potential savings. We frequently hear our clients express frustration with offshore call centers, emphasizing that a successful outsourcing experience hinges on the partner you choose. Although offshore centers might offer significant upfront cost reductions, there are several crucial factors to consider. Let’s explore why partnering with a U.S.-based call center is often the better decision.
Intuitive Balance
Offshore agents are often trained to prioritize politeness, but this focus can lead to lengthy interactions that waste valuable customer time, particularly when the agent appears insincere. In contrast, U.S.-based agents possess the cultural awareness to read customer signals and assess situations more effectively. They understand when it’s appropriate to streamline communication and prioritize the customer’s immediate needs.
Internal Focus
Many offshore centers require significant involvement from your internal team to train their agents. This can divert valuable resources away from other critical internal matters. The training process can be tedious, and with your team tied up in handling training and personnel issues at an offshore center, the cost savings may diminish significantly.
Flexibility
If your offshore center operates with a fixed number of trained agents, what happens during emergencies, such as system outages? In such situations, wait times can escalate as call volume spikes, leaving customers without timely support. Simply adding more untrained agents won’t solve the problem, as they may lack the necessary product knowledge to assist effectively.
At Hudson Software, we prioritize U.S.-based support and ensure our agents are well-trained in our products and services.
Customer Experience Matters
The traditional tiered support model often employed by offshore call centers can be frustrating for customers. More companies are shifting toward a “super agent” model, where agents can resolve multiple customer issues in a single call, reducing the need for transfers and improving satisfaction.
Research from Marchex Call DNA indicates that domestic call centers boast better conversion rates, with agents spending significantly less time delivering product information—40 seconds less on average than their offshore counterparts. This efficiency leads to clearer communication, enhances customer experience, and increases sales opportunities.
Empowering Agents
Data from Call DNA reveals that offshore agents frequently need to consult supervisors or transfer calls to resolve non-standard inquiries. In contrast, U.S. agents demonstrate a more comprehensive understanding of customer inquiries, resulting in fewer transfers and a smoother caller experience.
Though the allure of lower labor costs at offshore call centers is tempting, U.S. companies are increasingly recognizing the value of exceptional caller experiences. As a result, we anticipate a trend toward more call centers relocating back to the U.S. to optimize customer interactions and ultimately boost sales.
Conclusion
Your success in outsourcing technical support depends on your choice of partner. At Hudson Software, we are committed to using only U.S.-based agents who are trained to provide the highest level of support. While offshore call centers may present immediate cost savings, the long-term benefits of investing in U.S.-based support far outweigh the initial financial advantages.
