For all the negativity associated with the word “outsourcing,” there’s no denying that it can be very useful for a company, and when done right, for customers too. For example, Inktel Direct is based in Miami Lakes, Florida, with offices around the nation, and provides customer service and care for companies that need the help.
Inktel isn’t the kind of outsourcing people usually think of when they hear the word. Rather than sending the work to other countries for cheaper wages, Inktel keeps the work inside the country, providing quality services for companies that need it, rather than cheap services for those that don’t. It operates in customer service, information technology, distribution, and marketing services for clients in public and private sectors.
Clients are provided with a one stop shop that includes website developers, inventory management systems, and even physical warehouse space. They can better control interactions and keep guarded against data loss, leaks, and theft, while avoiding the difficulties brought upon by differences in location and culture.
“This whole industry is about doing for customers what they can’t do for themselves,” says J. Ricky Arriola, CEO and founder of Inktel. “Many (companies) have great customer care, distribution or marketing in-house. But there are a lot that don’t have that in-house expertise, so they’ll outsource it. What we’re doing is providing the expertise that they may not have in-house.”
This is how outsourcing should be done. Customers calling in won’t have to deal with huge time zone differences and accents becoming harder to understand over phone lines, and the money and jobs remain within the nation, feeding back into the economy. Businesses can still gain all the benefits of outsourcing the work they can’t do themselves, while working closely with Inktel to make sure the customers get the best experience possible.
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Edited by Rich Steeves