In today’s economy, every business is searching for a way to cut costs and monetize opportunities. Companies have looked to outsource services to offshore contact centers in the effort to reduce costs. While outsource labor may look to be a less expensive option on paper, what is the hidden cost of dissatisfied customers being sent to a non-US based, “offshore” agent to represent your business, brand and reputation?

An offshore agent’s speech may be impeccable, but cultural differences will prevail.  Brand image and passion about products are an absolute necessity in order for the agent to up sell, service and represent. USA products and services are best represented by USA agents who can identify with the service. Take for an example Apples.  A USA agent can relate to the numerous types of Apples; apple pie, applesauce, apple turnover, caramel apples and candied apples. Apples are not only part of our diet but we relate in our culture to apples. Would an offshore agent understand “Johnny Appleseed” and “American as Apple Pie” or of course “an Apple a Day keeps the Doctor Away”? The same concept applies to products marketed, used and made in the USA!

Communication is the key to success. American slang and colloquialism is commonly used in our country “y’all”, “you bet”, or “back in the day”. How can an offshore agent represent your brand if they do not have a relationship or understand the cultural differences of your clients? When building the business case, I strongly recommend utilizing a US-based and employed call center.  You will be able to increase your savings by Outsourcing “Onshore” with a Made in the USA Agent! This experience will be one that you will be proud to share with your customers.

Contact ILD’s  best in Service USA Outsource Center to meet your needs, inbound, outbound, back office support and lead generations. As Senior Vice President of ILD’s Outsourced Division, I promise you a quality conversation with a company willing to strategize and customize to your objective to meet the need of your business. Or check us out www.ildcorp.com.

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