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3 Reasons You Should Outsource Your Customer Service to a Call Center in Canada

Posted by Randy Clapp on Aug 20, 2019

Not long ago offshore contact centers were all the rage. They offered basic customer service solutions at an incredibly competitive rate, meaning companies could ensure their phone lines were answered while saving money at the same time.

Things have changed in the past 10 years, however, and customers now expect a world-class customer experience (CX) from every company they interact with. As a result, offshore call centers are no longer able to keep up with customer expectations.

Today’s customers expect personalized experiences, self-service options, minimal customer effort and quick answers from customer service representatives who can answer more complex queries in real-time.

That’s why an increasing number of organizations are turning to outsourced call centers closer to home. The very best of these nearshore contact centers are using innovative new technologies and strategies to ensure customers become loyal followers and even brand advocates of your business.

Outsourcing your customer service to a call center in Canada will give you access to competitive costs, while at the same time allow you to benefit from close cultural alignment, top customer service talent, innovative technologies and close proximity.

Why choose a Canadian outsourced call center?

Nearshore call centers offer your company a wide range of benefits, from lower transaction costs, access to top talent, improved customer satisfaction, innovative new technologies such as contact center artificial intelligence (AI) and much more.

Outsourcing your customer service to a call center in Canada will ensure your business has a superior customer experience that delights your customers, when compared to the service offered by an offshore call center.

Here are three key reasons why your organization will realize a positive return on investment (ROI) with an outsourced Canadian call center:

1 - Cultural alignment

Canadians are friendly by nature, and this incredibly friendly culture and politeness set up Canadian call centers perfectly for world-class customer service. These traits mean Canadian Customer service agents have the perfect personalities to answer customer queries, whether simple or complex.

But it’s not just the Canadian personality that will benefit your customer service strategy - it’s the close cultural alignment between both Canada and the US. Canadians will find it just as easy to speak about those North American topics such as the Superbowl, World Series or the NBA as those living in the US.

This means Canadian customer service representatives will be able to deliver a personalized customer service that helps your organization build a stronger bond with its customers.

2 - Make the most of a strong US Dollar

While the outsourced call center you choose to partner with should be about a lot more than cost alone, the US Dollar is incredibly strong right now. That means when your organization goes north of the border your getting a lot more bang for your buck.

By spending less money on an outsourced call center that delivers a superior customer experience, not only will you benefit from happier customers and more sales, you’ll also have more money to invest back into your business for growth.

3 - Overcome the skill shortage

While record-breaking unemployment is fantastic for the US, it has resulted in a significant shortage in skilled workers which is negatively affecting many companies.

In fact, according to global organizational consulting firm Korn Ferry’s 2018 study, the United States faces a critical shortage of skilled workers that could cost the country $1.748 trillion in lost revenue by 2030 - the equivalent of 6 percent of the country’s economy.

While Canada is also experiencing near-historic unemployment lows, it’s still higher than the US. As a result, Canada has a deeper talent pool of qualified, highly-trained and highly-experienced customer service agents that will significantly enhance your company’s customer experience.

Does your organization like the sound of these benefits and want to learn more about how you’ll benefit from outsourcing your customer service to a call center in Canada, serving global clients? Contact Advantage Communications today and find out how we can help you create a loyal, satisfied customer base through a world-class CX.

Download How to Outsource Guide

Topics: Canada Call Center




Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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