A quick trip down memory lane reminds us that the 1990s saw a massive rise in the practice of offshoring call centers. With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions.
But times change – and so do customers. Today’s consumers expect personalized experiences – especially in complex care scenarios that transcend basic, transactional interactions. And that can only really happen with close cultural alignment as well as an environment that empowers agents to make better decisions.
Simply put, offshore doesn’t cut it. You know it – and your customers know it too.
More and more companies are choosing contact center locations closer to home with rich talent pools where agents are not only fluent in their customers’ language but can also pick up on cultural nuances that are difficult to teach non-native speakers. Business leaders are realizing that linguistic and cultural barriers are detrimental to complex support scenarios.
That said, keeping your contact center onshore is, well, costly – mostly thanks to stronger economies and higher costs of living. Of course, if a differentiated customer experience and brand is important, it’s worth it.
Still, North American contact centers vary wildly in their costs and in their quality – how do you find what works best for you?
TL;DR – A differentiated customer experience is critical, but keeping it onshore can be expensive. Outsourcing your contact center to Canada can help you stretch your dollar while still gaining access to highly-educated, culturally-aligned talent.
We believe we have the answer to keeping your contact center in North America without breaking the bank – and without sacrificing quality: Look North of the border.
Most people think onshore means their search for an outsourcer is confined to the 50 US states (or even just 48 continental states). But despite being separated by politics, economies, and lines on a map, Canada – particularly metropolitan Canada – is an excellent alternative.
We explore a number of reasons for this below, but the short version is that Canada offers competitive cost factors, close cultural alignment, readily-available top talent, and attractive proximity. Read on!
The US Dollar is strong right now, giving American businesses a lot of buying power outside their borders (one US Dollar currently equates to 1.33 Canadian Dollars). That’s not to mention the fact that the US and Canadian economies are closely linked, and the exchange rate hasn’t varied much for most of the last couple of decades. Economic outlooks project that this will be sustained for the foreseeable future.
Ultimately, you’re getting more bang for your buck by outsourcing to a Canadian contact center partner. Although your decision is more complex than price alone, there’s no denying that it is an important component. When all other factors are comparable, the projected ROI is what may ultimately lead you to choose one outsourcer over another. In Canada, that ROI may look significantly more attractive.
(Curious what pricing we can offer you? Just fill out our pricing request form here.)
Of course, we know you’re not just looking for a “cheaper” way to outsource your contact center. You want a more affordable option that doesn’t come at the sacrifice of amazing quality. Let’s explore some other ways Canada may be the answer for you.
The US unemployment rate is at a record low, generally touted as a good thing. That said, it does make hiring significantly more difficult. With fewer people actively looking for jobs, companies are forced to get more creative in their recruitment strategies, poaching talent from competitors and overhauling their benefits programs to attract more people.
Though Canada’s unemployment rate is at near-historic lows also, it’s about two percent higher than the US – a difference that’s just significant enough to create a deeper talent pool. And those people are well-educated – more than 70% of adults in Halifax have completed a post-secondary program. That means we have extensive access to people who have the skills and competence to handle complex service scenarios in support of our clients and their customers.
Canadians can chit-chat about the latest Superbowl/World Series/Stanley Cup playoffs just as easily as Americans – and you may be surprised by how often that conversation comes up on a customer call. Your friendly neighbors to the North are also equally adept at interpreting passing comments, slang, or tone of voice that indicate a customer’s attitude – information that can help these agents deliver a better customer experience.
Ensuring cultural alignment in your contact center program is likely why you’re choosing to onshore in the first place. These types of interactions are hard to measure and may seem inconsequential, but they are at the heart of next-level customer service. Being able to pick up on tiny details or chat about everyday topics are what makes a customer feel heard and valued. Those are the customers who stay loyal to your brand and often end up evangelizing their family, friends, and networks.
Before you worry that the money you save in heading North will be eaten up by hours spent flying and driving to some remote Canadian town, bear in mind that provinces like Nova Scotia – home to our very own Blue Ocean offices – are a stone’s throw from New York. Not so remote after all.
Proximity matters because we do recommend that you get face-to-face with your outsourced contact center on a regular basis – and even before you make a decision to partner up (read why here). Most metropolitan Canadian cities, including our very own Halifax, offer nonstop flights to most major US cities. That’s a big deal.
Choosing to keep your contact center onshore doesn’t necessarily mean you’ll be paying through the nose. If you want a more affordable option while maintaining high quality “wow” customer experiences, consider looking North of the border to Canada (we love it here!).
Publish Date: June 24, 2019
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|6.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|11.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|14.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
|15.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|17.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|18.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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