Domestic Customer Service Call Centers Outpace Overseas Providers

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U.S businesses continue to discover that the hidden costs of customer service outsourcing far outweigh any potential labor savings. A renewed focus on service quality and value leads many businesses to shift from overseas call centers to domestic providers.

With Dell, Capital One and JPMorgan all reversing course on outsourced customer-facing communications, it has become apparent that outstanding service is essential for long-term customer retention.

"Simply put, it's all about quality," explains Anita Rubio of Pocket-Poet, Inc. "There is no substitute for high-quality customer service, which is why we never skimp on quality to save a few pennies per call." Rubio, like many business leaders, has seen a boost in consumer loyalty resulting from an improvement in overall customer service.

"We have seen an increase in inquiries from businesses shifting from overseas call centers," says Tony Dopun, Answer Force.com consultant. "Business owners are finding that the marginal cost differential is far outweighed by the superior support provided by U.S. based call centers. Businesses around the world spend billions of dollars to reach and engage reluctant consumers and customers. Organizations who choose to follow these large-scale marketing campaigns with sub-par customer service will see significant numbers of frustrated customers switching to competitors."

Portland-based Answer Force is an industry leader that provides high quality inbound call center services. After weathering the storm of overseas competition, the domestic call center is seen by businesses ranging from micro-businesses to multi-national corporations as a cost-effective source of high quality customer support.

"Every customer is important and we simply can't put the success of our businesses in a call center that struggles with infrastructure and quality," explains Jan Skawinski of Gelato Pro, Inc. "When it comes to customer service, quality should never be sacrificed."

With only a marginal difference in cost between domestic and overseas call centers, quality is tipping the scales in favor of domestic customer communication providers like [Answer Force.com] for businesses looking to provide superior customer support.

ABOUT ANSWER FORCE

Answer Force is a full-service contact center providing service to nationwide clientèle from their Portland, Oregon, location. By investing in proprietary technology and developing web-enabled software solutions, Answer Force offers tailored businesses solutions to companies, governmental agencies and educational institutions that outsource their call management. Combining more than a decade of experience in business-to-business telecom with the latest in program development, Answer Force provides customers with premier customer service quality for a fraction of the cost of comparable in-house services.

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Tony Dopun
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