When looking for a call center, many will start their search in close proximity to their business location. It can make sense to source locally when proximity matters. However, for remote technical services, should location be a factor? Check out our thoughts on how location can impact call center services, but not necessarily in the ways you might think:

When initially considering call center services, it may seem logical to use a call center that is in the same time zone as you, especially if you think you will need to make account changes or want to have a supervisor available during your business hours. However, automation technology has made it easier than ever for clients to access and change account information through an app or a website log-in, any time of day. The better question may be, how often do I need to make changes or speak to a supervisor at my current service? A quality service should handle your account as seamlessly as possible.

I concede that there may be some scenarios where time zones may matter for your choice in call center. In some cases, it may be beneficial to use a call center in a different time zone so there is more likelihood that your peak times are not the same as other accounts. This means that agents are less likely to have many callers at the same time, which means less hold time for your clients. However, time zone differences really should not impact the quality of service if the call center has experienced management and staffs accordingly. Rather, a more important factor is times of peak call volume. This is why it is extremely beneficial to use a call center with a multi-site solution, so when call volume is high at one location, calls can be easily routed to a less busy site. If your call center does not have multiple locations, there may be many reasons why it might be time to look for a different service.

A local call center can seem like the right solution if you are interested in supporting local business. However, it’s important to understand the potential downfalls of any call center location. The biggest concern can come when bad weather, power outages, or other emergencies affect their site. The last thing you want to worry about when your business needs service the most is to find out that your answering service is impacted too. It’s important that your call center has emplaced redundancy and emergency protocols, so they are able to operate when you need them most. Rather than focus on whether your call center is local, ensure that they have alternate sites that can fulfill service if their main site is down unexpectedly.

Call centers and their employees work as a representative of your business. While your local dialect may be preferred by you or your clients, the most important factor is courteous, knowledgeable service. While some of your customers may appreciate hearing a local accent when calling your business, friendly and knowledgeable service is universal. Unless your business requires extremely detailed knowledge that only a local service can provide, location is likely irrelevant. Prompt, attentive customer service, however, is appreciated by all. Ensuring that your customers receive the best support should be the primary goal. To guarantee quality customer service, your call center solutions company should constantly be looking for ways to adapt and improve services to meet the needs of your business and your customers.

While location may be a factor in choosing a call center, infrastructure, management experience, innovation, and other considerations, are likely better indicators for excellence in a call center solutions company. At WESP Communications, our mission is to provide your business with an affordable, customized plan that can expand and change with your communication needs. For more ideas on what to look for when choosing a call center, check out the posts below:

4 Factors to Consider When Choosing an Answering Service

Industry Trends: Customer Habits Shifting to Text & Email

4 Ways Call Center Automation Technology Limits Account Errors