Call center and customer relationship management company OneTouch Direct is opening a call center in Orchard Park, New York, that will bring up to 300 jobs to the area.
The company specializes in direct and integrated response marketing programs, and brings its services to big name clients like AT&T and IBM.
The reason OneTouch has its eyes on the Buffalo-area suburb is its ties to its company leaders. Both Joe Mole, the co-founder, and Chris Reed, executive vice president of operations and client services are from Western New York. The area also gives the company a place to pursue more customers.
OneTouchDirect’s move highlights important information when it comes to call center hiring. Whenever we as consumers contact customer service, it is an interaction that can make or break our impression of their products or services. There has always been a lot of debate about the advantages of looking offshore vs. working with a domestic call center. While every company has different goals, and there is certainly not a “one size fits all approach”, there are a few advantages to leveraging the domestic call center for customer service needs, one of which is bringing jobs to areas that would otherwise be at a loss without.
The ability to create domestic jobs, driving the engine of the economy, is an integral service that call center operations can provide. Local knowledge, local relationships, and personal interactions are crucial to good communications between customers and businesses. It’s better when those roles can be filled by people who bring those capabilities to work every day.
Often, domestic call centers can provide that “off-script” interaction that shows their ability to relate to the people they are talking to. When that happens, questions and answers feel more natural, creating better understanding between you and your customer.
In the end, companies find that hiring for a domestic call center pays off with well-trained agents, a stronger brand identity, accessibility, and more effective communication that improves customer care and solves problems quickly.