Categories: Call Center

Why Call Center Outsourcing and Customer Care Aren’t Always the Same Thing

Sometimes call center outsourcing does NOT equal customer care.

Sometimes Call Center Outsourcing Does NOT Equal Customer Care…

Call center outsourcing has been popular for years, with companies in a wide variety of B2C and even B2B industries. You can outsource to anyone, anywhere, as long as they have the right telecommunications equipment, order-taking software and a room-full of people to answer the phone or email. It works, though not necessarily very well. But anything is better than the headaches and frustration associated with an in-house call center, right?

Maybe not.

As a consumer, you have undoubtedly had experiences with call center outsourcing that were a far cry from anything you would describe as “customer care.” On hold forever. Transferred from one agent to another. Struggling to make yourself understood, or to understand the “help” you were being given. Ugh. We’re guessing you never shopped with that company again.

And so it goes for your customers.

Your call center outsourcing decisions affect customers directly. That means your sales are affected directly. Superior customer care generates superior results. Bare minimum service? Not so much. Here are just a few examples of what you could get by integrating true customer care into your call center system:

US-based representatives who are available 24/7 to work with customers in the way they prefer – via phone, email or live chat.
Faster-than-average answer rates. That means fewer abandoned calls. Here at USA Fulfillment, we answer in less than 20 seconds, and our call abandon rate is consistently less than 1.5%.
Deep product knowledge, to answer questions and make personalized recommendations. Here at USA, our agents actually use our client’s products, so they are not only knowledgeable but sincere when they speak with customers.
PCI Level 1 compliance – something any call center outsourcing partner should offer to ensure your company and customer data is secure.

Customer care means people can get through quickly and get the help they want from someone who knows what they’re talking about – someone they can easily understand and relate to. That’s the kind of happy ordering experience that motivates customers to order again. And again. Sales increase. So does each customer’s lifetime value.

It’s our high touch culture that makes all the difference.

It’s something you won’t find at other fulfillment companies, even those who tell you they “really care” about your business. Here at USA Fulfillment, high touch defines everything we do. It describes our commitment – not only to you but to your customers. It’s not a question of lip service, high touch is the business philosophy instilled in us by our founder, Shirley Moore, more than 30 years ago. And since USA is now 100% employee-owned, every one of us understands the value of attention to detail.

The head of a famous beauty empire, Estee Lauder, once said, “I learned early that being a perfectionist and providing quality was the only way to do business.” She was talking about consistent customer care at every touch point in the purchase & delivery cycle, the kind that creates Customers for Life. You can have that, too. Let’s talk.

Customer care really does equal happy customers. Now, you can take one of the following three steps to continue journey in finding the top fulfillment companies.