March 28, 2024

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Committed to Local: Why Unwind Does not Outsource Customer Service

In today’s interconnected world, businesses are constantly seeking ways to optimize operations, reduce costs, and expand their bottom line. One strategy that has gained significant traction in recent years is outsourcing customer service to other countries. While there are some advantages to this – specifically in reducing corporate expenses – there are also significant downsides, especially in the hospitality industry. 

One key ingredient that sets Unwind apart from its competitors is our commitment to local value. We believe the cities and counties where we manage homes should benefit from the presence of our vacation properties. From the restaurants to the markets to the recreation industry, the local economy should experience upward momentum from Unwind properties.

Our commitment to local extends to our property management as well. In this blog, we’ll dive into the reasons why Unwind is committed to providing guests with local resources, and why we will not outsource customer service to agencies from other countries. We think you’ll agree that this greatly enhances your luxury vacation experience.

Cultural Barriers

First, one of the most significant challenges of outsourcing customer service to other countries is the potential for language and cultural barriers. While outsourcing destinations may offer multilingual support, there can still be issues with accents, idiomatic expressions, and cultural differences that can lead to misunderstandings and frustration for customers. Ensuring clear communication and understanding between agents and customers from diverse backgrounds can be a constant struggle, impacting the quality of service provided.

Consistent Quality

Maintaining quality control and consistency across geographically dispersed customer service teams can be a daunting task for businesses outsourcing this function. Differences in training standards, performance metrics, and service delivery processes can result in inconsistencies in the level of support provided to customers. Many outsourced customer service centers simply read from a script to troubleshoot customer complaints. This is incompatible with Unwind’s commitment to curated experiences for each of our guests, and it is impossible to ensure that the person who answers your call will know the intricacies of the home you’re in and the area where you’re vacationing. 

Negative Local Impact

While outsourcing customer service to other countries may yield cost savings for businesses, it can have adverse effects on the local economy and job market. Offshoring jobs to low-wage countries can result in layoffs and unemployment in the domestic workforce, contributing to economic disparities and social unrest. Plus, outsourcing customer service functions overseas may lead to a loss of jobs in communities that rely on these opportunities for employment, exacerbating income inequality and eroding the social fabric.

A Personal Touch

At Unwind, we believe guests should have round-the-clock access to a property manager who knows the home and local area well. That’s why all of our homes have a dedicated manager on call 24/7 throughout your stay. That manager not only knows the home well but also the area where you’re visiting. That means if you need recommendations for dinner, want to rent bikes for the family, or want any local experience, your property manager is just a phone call away. No need to wait for the operator or be redirected to the appropriate agent. Just dial the number and the next sound you’ll hear is your home’s property manager ready to offer any help you need. 

While outsourcing customer service to other countries has been beneficial for many corporations, it is simply not compatible with the Unwind experience. Language and cultural barriers, quality control issues, negative impact on the local economy, and customer dissatisfaction are significant barriers that simply do not hold up against a truly personalized touch. Unwind’s commitment to local serves as the catalyst for everything we do, and that includes how we maximize every guest’s experience when they choose to stay at an Unwind luxury vacation home. 

We hope you’ll make a reservation today and experience the difference for yourself.

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