Why the Location of Your Call Center is of Crucial Importance

 

In times when everyone is trying to save a buck or two, the question of outsourcing always comes to mind for business managers. When it comes to customer service lines, everyone always wants to know—does the location of your call center really make a difference?

While there are a few ways to answer this question, there are a couple of major factors that play into it. The first and usually most important to the service provider is about price. It’s often much cheaper to outsource customer service calls offshore.

This brings up the second factor: customer comfort. Most customers want the ability to share questions and concerns with someone who not only understands English, but also has a firm grasp on conversational colloquialisms and tone. This type of communication is something that comes with shared cultural experiences, which is often lacking in speakers who are located across the globe.

Many companies opt for oversees call centers because the working rates of operators are much lower, allowing for service at a lower price. What they may not be factoring into these costs, however, is the additional call time that may be required to effectively understand or respond to a customer need, not to mention the impact of lost customers due to unsatisfactory service.

The third most noted factor in choosing a call center location is supporting the national economy. When companies choose to outsource call center jobs overseas, the money spent from employee incomes does not circulate in the U.S. This has been a huge issue for many American business owners interested in improving the economic state of our country as a whole.

With all these factors, it's safe to assume that location may be one of the most essential aspects of providing quality customer service. While price is a major consideration in choosing a call center, service and customer satisfaction are equally, if not more, important. 

At TeleDirect, we offer professional and courteous customer service directly from our Sacramento based call center. Each of our customer service representatives has all the necessary tools to meet the needs of your customers in an efficient and friendly manner, along with support from knowledgeable supervisors and trainers. 

We would love to provide your company with customer service solutions. If you are interested in learning more about our call center services, please visit us at www.teledirect.com.