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After having offshored more than 200,000 call-center positions, over the past ten years, many companies are now choosing to bring those jobs back to the United States. According to Customer Management IQ, many companies are now choosing to do so because of rising wages, less available talent, and overall customer dissatisfaction.
This website cites data from Ovum, a global research firm, stating that, in the next two years, fewer than five percent of companies in North America, western Europe, and Australia, plan to offshore their support centers. In addition, the top providers of home-based service representatives are growing by more than fifty percent each year. In short, the people who answer customer-service calls in support and live chat are now going to representatives from the same countries as the callers.
Ovum has determined other reasons that companies are returning their support-center operations to their home countries:
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88% of customers with issues that are resolved will continue to do business with the company; 46% will do so if the issue is not resolved
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95% of customers who have an excellent customer experience will do business with the firm again; 35% of customers who had a bad experience will do so
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83% of outsourcing firms in India had information security breaches in the prior year
Clearly, the need for quality customer service is a driving motivator for many companies. Still, an extensive, home-based staff can be expensive. As a result, one possible solution is to use an automated self-service support system with a self-learning knowledge base. Such features:
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Cut costs
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Use native, Western English
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Answer questions quickly and correctly, and
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Are entirely secure
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Our support-software solution addresses all of the concerns that are driving many companies to reduce their offshoring of customer-service calls, and we invite you to take our product tour.
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