Discover the pros and cons of U.S. vs international BPO operations to determine which option is better for your business. Learn more in this comprehensive guide.
U.S. Call Centers vs. International Call Center Operations: Which is Better?
The same rules apply regardless of what industry you’re in or what type of product or service your company offers. Without excellent customer service, you can’t expect to go very far. After all, when customers don’t feel heard or respected, they’ll take their business elsewhere. As business owners, you know this must be avoided at all costs—but developing an excellent customer service strategy can be challenging. That’s where experts can help.
Most successful businesses choose to outsource their customer service platform. This guarantees better support for their clients and leads and helps their internal team perform better and more efficiently. However, many businesses struggle to choose a call center service. A significant part of this decision is hiring U.S.-based call centers or internationally-run ones.
If you are unsure whether you would prefer to work with a U.S.-based call center or an internationally run one, read on to learn some of the pros and cons of both options. If you have any specific questions, don’t hesitate to contact our expert team at (208) 999-1111.
U.S.-Based BPO Companies
U.S.-based BPO companies like TeleDirect operate solely within the United States. This means that all of their agents are U.S.-based, fluent in English and reachable via a U.S.-based (typically toll-free) number. However, many call centers can still receive calls from international clients.
Curious about the pros and cons of working with an American call center service? Check out our handy list.
Advantages of U.S. Call Centers
- Local Accessibility
Sometimes, it’s just easier for customer service reps to be in the same state or country as the clients they are helping. Not only will agents be able to escalate calls to local services if necessary, they can also use contextual, geographical knowledge to solve issues quicker. Everyone will be in the same (or similar) time zone, creating a more cohesive experience.
- Cultural Compatibility
Nuance can be critical in customer service—and language matters. That’s why a local call center is crucial to a successful business. Your agents will be on the same cultural wavelength as your customers, making them less likely to cause accidental offense through word choice.
- Data Security
We love to travel. But we’d much prefer to stay put when it comes to data. Local call center representation means your data information doesn’t need to cross international waters. You will also have better access to local support and authorities in the unlikely case of any breach.
Challenges of U.S. Call Centers
American call center companies are some of the finest in the world, but quality comes with a price tag. However, while U.S.-based call center platforms might be a bigger investment, that’s because they are worth every dime. Not only do they cover all eventualities, but they can also be entirely customized to your unique business needs. At TeleDirect, we also offer scalable options that work across various price points so that more brands can grow with us.
- Availability of Qualified Personnel
Some parts of the world are renowned for having great customer service platforms. These countries tend to have stellar inbound and outbound live agents trained for years in their craft.
While the United States does not have such a reputation, there are certain companies whose agents adhere to the high standards across the world of telemarketing. We are one of them; our agents are true pros.
International BPO Companies
Advantages of International Call Centers
- Lower Costs
Due to differing exchange rates and economies worldwide, international BPO companies can sometimes be a more affordable option for American companies to invest in.
- Increased Flexibility
By working with a call center in another part of the world, you will have agents in different time zones and, therefore, will be able to offer more coverage around the clock. However, many American call center companies (like TeleDirect) also offer 24/7 coverage within the United States.
- Improved Language Skills
The U.S. is a melting pot of cultures and languages. That’s why having an internationally run call center can be advantageous—your callers can receive support in their native language. However, plenty of U.S.-based call centers have this same advantage. At TeleDirect, we ensure that our agents are multilingual to help more clients.
Challenges of International Call Centers
- Cultural Differences
Minor cultural differences can sometimes lead to misunderstandings, which can have a more significant impact than intended over the phone. It can be helpful for your callers and agents to have the same cultural touchpoints.
Sometimes, it can be challenging for a customer to be physically removed from the agent supporting them. It can hinder case resolution, as sometimes it’s required to contact local services for additional support.
- Data Privacy Concerns
As we mentioned before, the less distance your data needs to travel, the better. International call centers may be more affordable and flexible, but you might have an increased chance of your customer’s personal information being leaked.
How to Decide Between U.S. and International Call Centers
Ultimately, the choice is yours. However, we believe the best decision for U.S.-based companies is to go with a local call center. With TeleDirect, you will enjoy the cost-efficient, multilingual benefits of an international BPO service without any of the challenges that come with it. To learn more about how our U.S.-based call center can help your business boom, call (208) 999-1111 today for a conversation. We can’t wait to learn about your brand and help it grow.
Smitha is the CEO and CFO of TeleDirect. As the CEO of TeleDirect, Smitha is responsible for running all facets of the business and has a proven executive management track record. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. She is also responsible for organizational improvements and streamlining business operations that drive growth, increase efficiency, and bottom-line profit.