Are you a hospital or physician’s office that needs phone support? Are you at crossroads deciding whether to go for an outsourced call center or hiring someone internally?
Well, it may be time to pause and reassess the situation. Though not highlighted as much, services that utilize domestic, remote call agents are often a great option for more than one reason.
In their drive to save costs, it is not uncommon for any organization to outsource their call center scheduling or customer service needs. But the result does not always turn out as bright as expected. Why? Offshore call centers often prevent the organization from having real conversations with clients and responding to their specific concerns. Even though this could be a good idea for a short span when handling the excess workload, it is not always conducive in the long run. Choosing a domestic call agent, where the majority of an organization’s patients or customers are based, has great benefits. It especially has a positive impact on the company or brand on several fronts. Here are some of the benefits:
Great Patient Experience & Better Services
Providing a world-class experience takes a lot more than merely following the script. Professionals are required to be empathetic toward patients and be familiar with their culture and the context of where they come from. This, along with a thorough familiarity with the native language helps establish a personal connection. Local agents in a domestic call center make customers feel more comfortable and connected with the organization. When callers realize that the company is familiar with their struggles, problems, and language, it leads to stronger, better relationships and a good reputation. This also results in greater patient satisfaction and brand loyalty.
Effective Brand Protection
The brand value of an organization is of paramount importance. Opting for domestic call center resources allows better facilitation of brand image by keeping the interaction between the company and customers simple, meaningful, and foresighted. As the call center professionals are direct employees of the company working within its very premises with customers belonging to their familiar society, the urge to assist is more genuine. This leads to effective brand protection.
Superior Knowledge of Market & Familiarity with Services
It is essential for a hospital to have in-depth knowledge of patient behavior and cultural influence on it. This helps enhance their communication with patients to achieve their goals better. Domestic call centers are undoubtedly more familiar with the brand and its services, which makes it easier for them to clarify patient queries and problems. Consultation thereby becomes smoother and easier. It is highly likely that a domestic agent has been in a similar situation just as the customers. This allows them to converse in a relatable way with clients and turn it into a positive, personalized experience.
No Cultural or Language Barriers
Context is highly important while providing patient services. Speaking a similar tongue has its own advantages while building a relationship between the organization and its customers. However, it is more than just speaking the same language. The cultural perspectives that are ingrained within the native employees play a significant role. Offshore agents may not possess the undertones, subtleties, and context that cultural continuity has to offer for providing a personal experience.
A US-based client can highly benefit from a domestic call center due to its same-day communication efficiency. This enables customer service professionals to solve customer problems and address issues quickly. A domestic call center also facilitates invaluable help in training their agents, go-live updates, successful change implementation, imparting essential advice during focus groups, and a lot more. It ensures in-person feedback from the agents in understanding a brand, their objectives, and the key features of the services provided. Domestic call centers provide improved responsiveness to deliver greater customer satisfaction.
Security, Flexibility, Agility, and Scalability
Due to no involvement of any third party, the risk of client-data exposure reduces. Customers become more confident in learning that they are directly interacting with representatives from an organization. As a domestic call center is directly under the supervision of a firm, announcements, and amendments to existing processes can be implemented seamlessly with immediate effect. Proximity allows work to be done with enhanced accuracy and faster too. It provides scalability and flexibility to deliver quality output without any delay.
Unsurprisingly, organizations that depend on outsourced solutions have to put up with poor customer satisfaction scores on a regular basis. In fact, while 80% of enterprises claim and believe that they offer great service, only 8% do so, as per their customer feedback. In short, companies widely underestimate the perceptiveness of their customers. Notably, consumers know when a business is saving money at their expense. At the end of the day, functioning with a domestic call center fetches better returns, both tangible and intangible. With a more solid brand identity, well-trained agents, accessibility, and seamless communication, there is a leap in patient care and problem resolution.
After all, there is no place like home.