August 28th, 2015 by Leonard Klie

Through 2014, the U.S. contact center industry added 50,000 new jobs in the United States, and in just three months between April 1 and June 30 of this year, it added 20,499 jobs, following the previous quarter’s gain of 7,965 new U.S. contact center jobs, according to jobs4america.

During the 1990s, many American companies relocated their call centers overseas to substantially reduce labor costs. It would seem that many of those jobs are now coming back to the United States as companies are finding that offshore call centers do not perform nearly as well as their U.S. counterparts, according to research from Marchex, which measures more than 300 million calls annually for leading brands and agencies worldwide.

Marchex says it is possible to quantitatively compare the effectiveness of domestic and offshore call centers by analyzing thousands of inbound sales calls fielded for comparable products. Based on key metrics such as hold time, agent talk time, and dozens of other metadata metrics that assess a caller’s overall experience, Marchex determined the top three performance differentiators between domestic and offshore facilities. They are the following:

DIFFERENTIATOR #1: HOLD TIME: The average offshore call center’s hold time was about 1 minute and 15 seconds longer than the average domestic call center’s hold time for a similar product.

DIFFERENTIATOR #2: TOO MUCH INFORMATION: There was a statistically significant difference in agent talk time, with offshore agents requiring 40 seconds more time to describe the same product information to a consumer.

DIFFERENTIATOR #3: TOO MANY TRANSFERS: Offshore centers use far more call transfers than domestic centers. This is because domestic agents tend to have a more comprehensive understanding of technical topics, which limits the number of transfers.

So, just in case all of the government incentives and other peace-of-mind benefits werern’t enough, now you have another reason to bring your call center operations back to American soil. Your customers will thank you.

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