The answering service and call center industry helps hundreds of thousands of companies grow and succeed each year. A study done by The Global Call Center Network states that 86% of call centers serve their domestic country only. This statistic proves one of the biggest call center myths, that all call center representatives are located offshore to be inaccurate. As the call center industry continues to bring jobs back to the US, we’d like to also point out a few other facts that are commonly overlooked.
Below are a few busted myths about the call center industry:
Myth #1: Bad Customer Service
BUSTED! Answering services and call centers are in business to provide customer service. Through simple due diligence while selecting a vendor, you should easily be able to weed out which ones don’t make customer service a top priority. A credible service provider will operate with the main objective of delivering an exceptional customer experience. Many companies offer a quality assurance program to ensure higher service levels.
Myth #2: Language Barrier
BUSTED! Contrary to common belief, not all call centers are located offshore. There are thousands of call centers that are strictly US-based with English speaking representatives. Most offer Spanish support as well to accommodate the growing Spanish speaking population in the United States.
Myth #3: Lack of Knowledge About Your Business or Industry
BUSTED! Outsourcing your calls to call center doesn’t limit your service to your callers. Call center representatives go through intense training sessions to become an extension of every business they partner with. In most cases you can customize your account, call routing, scripting, and system integration for a seamless customer experience.
Myth #4: Too Expensive
BUSTED! Investing in a call center can actually save you money and help increase your revenue. Many call centers employ a cost model wherein customers only pay for the time they use, whereas hiring a receptionist or FTE is an unavoidable 40 hours of labor per week plus benefits regardless of call flow.
Answering service and call centers can provide you with great customer service support at a reasonable price. If you are looking to gain an advantage over your competitors, or expand your service for 24/7/365 availability download this white paper, ‘The questions you should ask before choosing your call center,’ to learn more.