Offshore call centers have experienced lower resolution rates due to more frequent communication problems.
San Francisco, CA (PRWEB) February 05, 2013
Intelligent Office, the leading provider of communications and virtual office solutions in North America, announces the availability of premier call center services at its San Francisco facility. San Francisco Bay Area-based businesses and organizations in various industries including technology, medical, construction, retail, services, legal, government, and real estate now have access to local agents who can deliver an exceptional sales and customer service experience.
The percentage of high-tech call centers that are offshore has decreased from 30% to 12% over the past three years, according to an “Insourcing American Jobs” forum hosted at the White House in January 2012. The Daily Beast explained that companies are bringing call centers jobs back to the U.S. because of the “growing knowledge about the importance of customer interactions” and effective communications skills required in customer service calls. Customer service representatives (CSRs) are receiving more complex calls as simple ones are directed to the web or automated systems. As a result, offshore call centers have experienced lower resolution rates due to more frequent communication problems. A study by CFI Group reported that “when CSRs are perceived to speak clearly, they also resolve customer issues 88% of the time. When CSRs are difficult to understand, they resolve customer issues only 45% of the time.”
Lower resolution rates mean lower customer satisfaction, longer call duration, multiple customer contacts, greater customer attrition, and potential brand damage. These considerations can outweigh the cost savings from using overseas centers. Furthermore, according to NPR, “high inflation and double-digit annual raises in some sectors are pushing up the cost of labor in India. At the same time wages in the U.S. are falling and companies are rethinking the trade-offs associated with [offshore] outsourcing.”
“To take advantage of this insourcing trend, we are excited to introduce US-based call center services to the San Francisco Bay Area community. However, we are not your traditional call center as we focus on providing personalized, ‘concierge-style’ assistance – a premier level of service. Our agents are able to empathize and build better rapport with callers, which increases resolution rates and sales conversion,” says Wilson Tandiono, Director of Intelligent Office San Francisco. “We employ a rigorous screening process to hire only the best – the top 1% of candidates. Our training program, which is built upon 17 years of operating history, cultivates the right attitude and develops the skills necessary for our agents to deliver an outstanding experience for our clients’ callers. Furthermore, we have a track record of successful implementations and provide a 30-day risk-free guarantee.”
For more information on the services, please call 415-745-3300, or visit: http://www.intelligentoffice.com/locations/california/san-francisco/san-francisco/call-center.aspx
About Intelligent Office:
Intelligent Office (IO) is the leading virtual office service provider for mobile executives, businesses, organizations, and agencies in North America. The company is headquartered in Boulder, Colo., and has over 50 locations in North America. IO helps clients grow their businesses and work smarter by combining professional staffing with the physical and technological infrastructure of a virtual office. IO’s executive office suite, virtual office, conference room rental, call center, and virtual receptionist solutions provide support for entrepreneurs, mobile executives, professional services firms, independent contractors, satellite offices, non-profits, agencies, and small and home-based businesses. Virtual office services help businesses save on overhead costs and gain flexibility while projecting a professional presence. IO’s à la carte services can scale with a business’s needs and budget, and its cost-effective plans are great for any phase of business – whether starting out, growing, running an established business, downsizing, or branching out to a new territory. For more information on services, go to: http://www.intelligentoffice.com/locations/california/san-francisco/san-francisco.aspx.