Can a nearshore contact center really boost customer satisfaction while saving money? If you partner with the right company, the answer is yes. But it can be challenging to identify the right contact center services partner. Organizations that have outsourced to nearshore contact centers have found that it all boils down to training, employee empowerment,…
Operational excellence is not something that is accomplished and then checked off a list, never to be considered again; it’s an ongoing task that a company must intentionally pursue. At Protel BPO, a priority is placed on operational excellence, which is part of the reason so many of our clients stay loyal to us and…
Turnover for customer service agents for many businesses has been challenging lately, which is only compounded by the difficulty of finding the right talent. There are also frustrations involved with training and onboarding new employees, only to lose them shortly after they’re done with their training. It seems like a no-win situation, but when you…
There has never been a more opportune time to focus on how your organization provides customer service. Consumer needs have evolved and if you’re not meeting expectations on their terms, you may lose customers. A recent report titled “State of Service 2022” lays out some interesting information about what customers expect from customer service professionals,…
Are there lessons to be learned by looking back at previous recessions? The Great Recession of 2008 is getting plenty of attention now as economists predict a recession in the near future. One thing that doesn’t change, in good times or bad, is that consumers expect great customer service, which is something you can offer…
If there is one overarching complicating factor in the customer experience, it’s the lack of qualified customer service representatives available to assist consumers of all types. And it’s no wonder: the attrition rate for in-house contact centers is 35 to 40%. If you factor in the first 90 days of employment, the attrition rate increases…
The first step to improving customer service is often deciding on a contact center where it will be outsourced. And nearshore contact centers, which can save a company 40 to 60% compared to domestic in-house contact centers, are an increasingly popular choice. Shamir Villanueva, operations director at Protel BPO, says one of the reasons his…
Did you know that consumers are willing to spend more money on brands that provide excellent customer service? Even if they can get something comparable from a different brand, they will increase spending with a company that values their patrons and provides quality service. Some of the best customer service being provided today comes from…
You are continuously seeking out ways to provide better customer service. From retaining great staff to empowering agents, focusing on empathy to speeding up the time to resolution, these are ways to grow loyalty and improve sales. But making it happen in your contact center isn’t easy. Find out how companies like yours are gaining…
Nearshore contact centers are increasingly a top choice for companies looking to outsource their customer service. Cost savings and quality outcomes are part of the draw for nearshore contact centers, but another appealing benefit is the warmth and communication skills of the agents. When you partner with a nearshore contact center, you’re getting an immediate…