3CLogic (News - Alert), a provider of virtual call center solutions, has recently confirmed that it sees a definite reversal in the trend of outsourcing call center jobs to other countries. The company is well equipped to help those companies preparing to bring call center jobs back to U.S.
By bringing jobs back to U.S., these companies can improve customer satisfaction and brand loyalty, according to officials at 3CLogic. While resorting to outsourcing their call center inquiry and support lines overseas in hopes of lower cost per call and lower labor costs, they are compromising customer satisfaction rates, lowering their reputation, and hitting their business where it hurts: revenue.
As U.S. unemployment escalates at an all-time high rate, it also becomes a moral responsibility from the part of these companies to contribute their part to bring the country’s economy back in shape. If the recent Datamonitor report is to be believed, there are an estimated 243,000 offshore agents currently handling calls from U.S. consumers.
3CLogic's virtual call center solutions allow companies to handle their customer care activities using home-based call center agents. This service, according to 3CLogic, is more cost-effective and efficient than outsourcing.
“With 3CLogic's cloud based call centers based on VoIP and virtual capabilities, it actually costs less to have home based agents in the U.S than having agents overseas. The myth of cost savings with outsourcing has been disproved at this point; showing how logical and cost efficient it is to home shore and bring down the unemployment rate”, said Raj Sharma (News - Alert), president and CEO of 3CLogic, in a statement.
Another advantage of this virtual call center solution is that it gives freedom to the companies to launch their choice of contact centers fully from the cloud, reducing infrastructure and maintenance needs. With a number of customizable features, companies can streamline the operations and schedule the agents according to their availability.
All of these features help businesses eliminate the worries associated with agent retention, loss of productivity and faulty customer support produced by outsourcing call centers, which dramatically lowers their revenues and sales.
In a positive movement in the industry in this regard, Verizon (News - Alert) recently selected virtual call center provider inContact to support its customer care activities. The two will work together to provide a cloud-based portfolio of contact center services branded as the Verizon Virtual Contact Center, company officials said.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.Edited by Chris DiMarco