3 Benefits Of In-Country Customer Service

One of the most common complaints for customers (who are evaluating the customer service they receive from a company) is a lack of understanding caused when calls are redirected to an offshore call center. Customers have admitted to choosing the services of a company based largely on where their customer call centers are based. This applies to industries from telecommunications, to banking, mail order shopping, and home energy; customers across the board agree that a call center based in their home country counts in favor when they’re choosing a company.


3 Benefits Of In-Country Customer Service

Here are some benefits to not outsourcing customer service:

1. Language

It goes without saying that brilliant customer service relies on a mutual understanding between the customer and the company representative. Customers only make a call to a call center when they need help with something, often with little time to spare. They want to know that their problem will be dealt with efficiently; here a language barrier can cause communication problems, which can lead to extended call times or a lack of understanding resulting in a repeat call.

2. Cultural Understanding

Someone in the same country understands the day to day to operations in a country; things like the last cut off for post, normal work hours, school hours, and anything else that could potentially pose a problem when waiting for deliveries or maintenance men. Customers appreciate it when their customer service advisor understands their problems without explanation no matter how trivial the matter may seem.

3. Access To The Workforce

Employees report that meeting the person in charge of their company motivates them to deliver excellent service. By keeping call center jobs in your home country, dropping by on the center is a much more viable option that if half of your workforce is based halfway across the world. Many large corporations that moved operations out to cheaper countries in the past decade have been leaders in the wave of companies coming back to the UK. Faced with rising costs in previously affordable countries, corporations are finding that bringing services back to the UK is as cost effective as basing centers overseas.

Hiring A UK Workforce

Recruitment agencies already have a high number of applicants who are qualifies to work in call centers. When moving services back to the UK, a recruitment company can deal with the whole process of advertising positions, interviewing and processing contractual paperwork. Photo Credit: Shutterstock

When most people think of Nike, they think of shoes, retail stores, and, of course, athletes. That's all true, but there's more. Behind Nike's walls, you'll find the doers and thinkers who design, create, and innovate every day. There are also data scientists who discover and leverage athlete insights to create the future of sport.

You might be surprised to learn about the impact you can have in Data & Analytics at Nike versus at a major tech giant. Nike employees get to work on a wide array of challenges, so if you're obsessed with math, science, computers, and/or data, and you love sport, these stories may inspire you to work at Nike.

SHOW MORE Show less

Employee loyalty is something every company longs for. It's estimated employee turnover costs as much as 130-200% of an employee's salary. When a talented, knowledgeable, trained employee leaves, it's bad for business. And, when lots of them leave, it can be the kiss of death.

SHOW MORE Show less

If you saw our first video, you might have heard about the interview situation one of our viewers, Remi submitted. He was in an interview and was asked the question: How many cows are there in Canada right now? - What a weird question but this is a technique that some hiring managers are using these days.

SHOW MORE Show less

If you saw our first video, you might have heard about the awkward situation one of our viewers, Kevin submitted. He is a college student who's working a part time job to make ends meet. The manager/owner of the company has become a micro-manager who watches him work on camera and reads his company emails. A bit over the top wouldn't you say?

SHOW MORE Show less

All work and no play can create a tense and unwelcoming environment. Studies have shown that employers that offer additional perks have employees that are happier and more loyal to their place of employment. If you are looking for an employer that acknowledges how important it is to give its employees a place to de-stress and bond with their co-workers, check out these companies!

SHOW MORE Show less

In this week's episode of "Well This Happened", we want to know what you would do if you worked for an owner who micro-manages you my watching you work on camera and reading through your company emails.

We want YOU to be the career coach and tell us which one is the RIGHT answer!

Think you know? Vote below, and stay tuned for later this week when we announce the right answer (and why the other ones are wrong).

SHOW MORE Show less