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Offshoring vs. Onshore

Customers have a desire for personalized treatment. Yet for most of customers seeking service and support, it is an aggravating maze of automated phone systems and scripted electronic voices resonating from halfway around the world. Off-shoring call-center work is still growing steadily but companies are getting the message from the consumer. The service levels are not meeting the customer's expectations. So companies have to be smarter about what they send overseas.

Forrester Research analysts indicate that companies are pulling back from offshore support. They also say that companies are recognizing that their investments are greater than anticipated resulting from a higher spend for training and the tools they need to do their job in a manner that satisfies a customer's needs and expectations.

One encouraging trend is that companies are starting to recognize that American consumers have a perception of what good customer service and support is. They are realizing that there are actual cultural differences in supporting customers and that those cultural differences cannot be learned overnight. The language barriers are still there but are becoming more and more negligible. Call centers used to believe it was all about the language and are now realizing that is not the case – there are cultural expectations that off-shore support cannot deliver at this time.

Customer Resource Services, Inc. prides itself in being able to deliver the support experience your customers expect and demand while delivering it at or near off-shore pricing. Give us a call today to learn more: 203-453-7320 option 1.