To stay competitive, US call centers are training workers to be super agents

Now, though, the economic winds are slowly starting to push call center jobs back toward America's shores. The workers who remain in the United States will be better trained to deal with customer needs, analysts and industry executives say — and likely be paid better as a result.

MORE: http://money.cnn.com/2018/05/18/news/economy/call-center-workers-offshoring/index.html?iid=ob_article_hotListpool

Facts: Chatbots are very unhelpful if you ever called up a 1800 hotline, They do not help and usually just forward you to an URL where you are busy trying to locate an operator. Voice recognition is bad too in noisy areas.  Offshore human operators are satisfactory to a degree.  On-shore human operators that are in the same country of the customers are the most helpful.

Analysis: Training super-agents who can handle all problems instead of just note taking is a great idea, It enhances customer service while feeding good feelings between the company and customer.  Super-agents are agents who also understand the business and do not need to forward your calls to another expert agent.   Keeping super-agents onshore also streamlines the customer support experience because of similar slangs and word speech.  If you can talk to someone in your own language, it is much faster to operate then sign language or a language that is similar but difficult for both the operator and customer to understand.

Conclusion: Support Agents and Customers should be located in the same country to enhance customer support. Training Super-agents will reduce the headcount of employees so it is cost effective.