Reshoring Manufacturing: Call Routing as a Competitive Advantage

Posted In | CRM | Help Desk | Calling Solution | Manufacturing Companies

Reshoring manufacturing is a growing trend among businesses worldwide. This involves moving production and services back to the home country from overseas, in a bid to create jobs, reduce supply chain risks, and improve the quality of products. One such service that is increasingly being reshored is call routing. This article explores how reshoring call routing can provide a critical competitive advantage to businesses.

 

The Importance of Call Routing in Business

Call routing is a crucial aspect of customer service. It involves directing incoming calls to the right department or person within a business, ensuring that customers' concerns and queries are handled efficiently. Poor call routing can lead to customer dissatisfaction, loss of business, and a damaged reputation.

 

Offshoring Vs. Reshoring

For many years, businesses have been offshoring their call routing services to countries where labor is cheaper. However, this often leads to communication barriers, cultural misunderstandings, and a lack of control over quality and service levels. It's these challenges that have led many businesses to reconsider their strategy and begin reshoring their call routing services.

 

Reshoring as a Competitive Advantage

Reshoring call routing can provide several competitive advantages. Firstly, it allows businesses to have greater control over the quality of their customer service. Secondly, it can reduce language and cultural barriers, leading to improved customer satisfaction. Last but not least, reshoring can contribute to the local economy by creating jobs, which can enhance a company's reputation and strengthen its relationship with the local community.

 

The Role of Technology in Reshoring

Advancements in technology are making reshoring a viable option for many businesses. Sophisticated call routing software can direct calls based on various parameters, such as the caller's location, the reason for the call, or the caller's history with the company. This can improve efficiency and customer satisfaction. Furthermore, digital technologies can enable remote working, which can reduce costs and make reshoring even more attractive.

 

The trend of reshoring manufacturing is here to stay, and call routing is no exception. By reshoring their call routing services, businesses can gain a critical competitive advantage, improving customer satisfaction, reducing costs, and contributing to their local economy. As technology continues to evolve, it's likely that more and more businesses will choose to reshore their call routing services in the future.