Intelligent Office (News - Alert), a provider of virtual office solutions, is offering call center services to San Francisco Bay Area-based businesses and organizations. The service enables businesses in technology, medical, construction, retail, services, legal, government, and real estate to gain access to local agents who can deliver an exceptional sales and customer service experience.
According to an “Insourcing American Jobs” forum hosted at the White House in January 2012, the percent of high-tech call centers that are offshore has decreased from 30 percent to 12 percent over the past three years.
As companies realize the need for effective communications to improve customer interactions, more companies are now turning to inshore call centers. The growth of automatic and virtual call center technologies has made this switch more meaningful. Basic calls are directed to Web or automated systems, and agents are required to handle only complex calls.
Offshore call centers often do not meet the expectations of customers. They have experienced lower resolution rates due to more frequent communication problems. Lower resolution rates mean lower customer satisfaction, longer call duration, multiple customer contacts, greater customer attrition, and potential brand damage.
“To take advantage of this insourcing trend, we are excited to introduce US-based call center services to the San Francisco Bay Area community,” said Wilson Tandiono, director of Intelligent Office San Francisco, in a statement. “However, we are not your traditional call center as we focus on providing personalized, ‘concierge-style’ assistance – a premier level of service.”
“Our agents are able to empathize and build better rapport with callers, which increases resolution rates and sales conversion,” Tandion added. “We employ a rigorous screening process to hire only the best – the top 1 percent of candidates. Our training program, which is built upon 17 years of operating history, cultivates the right attitude and develops the skills necessary for our agents to deliver an outstanding experience for our clients’ callers.”
Edited by Amanda Ciccatelli