The offshore vs. nearshore debate for outsourcing customer service is gaining traction thanks to the emergence of Belize as a nearshore powerhouse. While El Salvador, Nicaragua and Panama have all grown as countries providing contact center services, only Belize has English as its official language. And not only do Belizeans speak English, but they also have a neutral accent, which is ideal for providing customer service.
The Importance of Communication Skills
Many offshore contact centers struggle to provide good customer service. In many cases, the problem is the language barrier. Some employers are rejecting 95 out of 100 applicants because their English is not strong enough to communicate with English-speaking customers.
In Belize, where English is the official language, BPO leaders find a highly-educated talent pool with a neutral accent. Many U.S.-based companies are identifying Belize as the ideal source for nearshore contact center services.
Western Culture Familiarity
Belizeans not only speak English but share a culture with the U.S. and are extensively familiar with American customs. Belize shares two time zones with the U.S. and there is a steady stream of American pop culture infused into the country.
This is important, because even in countries where many residents can speak English proficiently, there is a difference between speaking it and comprehending exactly what is being said. Colloquialisms are often lost on those who aren’t immersed in American culture, but this is not the case in Belize.
One of the primary benefits of partnering with a provider in Belize is the ability to secure nearshore services but with offshore pricing. But even at these reduced costs, clients also see a higher level of excellence when they are working with Protel BPO.
U.S. companies can save 60 to 80% by partnering with Protel BPO compared to an onshore contact center. But just because you’re saving so much doesn’t mean you get cheated out of top-ranked services. Protel BPO’s highly-selective hiring services, extensive training and employee incentive programs have cultivated a team that offers unparalleled excellence in customer experiences.
When our clients partner with us, customer satisfaction ratings and metrics improve. We provide personalized services that elevate the customer experience, and it shows in their return business and loyalty. Contact us and learn more about how we provide value to our clients.