How many times have you encountered a customer asking to speak with an American rep even before you finish your opening spiel?
Although it may not be your fault, you are expected to de-escalate and at least try to make the customer feel that you are willing to assist since you already have the customer on the line. If your customer still insists, make certain you strictly adhere to your center's policy regarding returning the customer back to the queue and set your customer's expectations.
Anyway, this post is about why some US customers prefer to speak with US-based representatives. Trust is usually the primary reason, especially if the transaction involves providing personal info such as credit card and Social Security numbers. With scams and identity theft rampant with online and over-the-phone transactions, you really cannot blame them.
Another reason is difficulty communicating with non- native English speaking reps. Obviously, there are certain nuances that only a US-based rep can understand and appreciate. Most Americans don't have time to waste talking on the phone. Anything that adds to the customer's frustration such as incompetence, rudeness, or inability to communicate clearly will all add up to a bad customer experience that will make the customer ask to speak instead with a US-based rep.
Perhaps one more reason customers prefer to transact business with a US-based rep is the ease of doing business with someone on the mainland vis-a-vis someone off shore on the other side of the globe mainly because they feel a US-based rep would be more familiar with how Americans think and talk.
To overcome certain bias against talking with an off shore rep, you should, first and foremost, exude confidence and trustworthiness in your tone at the onset of the call. Trying hard to sound stateside is nice but once your customer detects you are offshore (and they will, they're not stupid), doubt sets in and you can throw trustworthiness out the window. A natural confident tone should be a good way to start a conversation.
Active listening is mandatory on each and every call. DO NOT MAKE YOUR CUSTOMER REPEAT WHAT THEY JUST SAID. Nothing irritates an American more than incompetence. Being tired or sleepy is no excuse for incompetence. If you feel you are in no condition to take the next call, notify your team lead right away. Better yet, make certain you get enough rest after shift. It is your responsibility to be in tip top shape for your shift. I hate being a party pooper but drinking after shift knowing you still have shift later tonight is IRRESPONSIBLE.
You should do your part to reverse the bias that customers are better off speaking with someone on the mainland. Look at it this way, if majority of Americans prefer to speak with an American on the mainland, how long do you think will you still have your job?
More power!
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