A superior customer experience is often the differentiator between brands; customers know that if they are not receiving service that feels personal and customized and that meets their needs with laser-focused specificity, that your competitor is all-too-ready to meet their needs. For many companies, this is the initial motivator to outsource customer service. But offering…
DetailsThere is no doubt that technology can drive advances in business when it’s used in the right places at the right times. Artificial intelligence (AI) is getting much use these days and has even pushed into customer service interactions. High-functioning contact centers use a variety of modern technology, but the best ones know a quality…
DetailsThe 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…
DetailsThe past two years have changed the dynamics of the workforce in many ways. Perhaps one of the most challenging is the inability to find the needed employees for your organization to run well. Staffing shortages remain in many industries, including customer service. Has your organization suffered as a result? It might be time to…
DetailsExcellence is something that all top-performing companies accept as integral in the strategy for keeping up with and potentially surpassing their competition. It is key for operational excellence to be ingrained in the company culture, particularly at contact centers where the importance of providing quality customer care has never been more important. Lowering Attrition Rates…
DetailsIf you’ve kept up with customer service thought leaders in the last couple of years, you know that consumer expectations have evolved. The average customer expects more out of the brands they do business with, but what does that mean for your business? Keeping up on trends involving customer expectations might take time out of…
DetailsAre you thinking about outsourcing your inbound contact center services but aren’t yet convinced that it’s the right move for your brand? Aside from your social media presence, most customers will only have interactions with your brand through your customer service representatives, which means you can’t take any risks on poor interactions. This is particularly…
DetailsKeeping consumers happy is not an easy task today, but it doesn’t have to be something that falls squarely on your shoulders. Outsourcing your customer service needs is fast becoming the best way to keep up with consumer demands, and it’s something we are committed to bringing excellence to at Protel BPO. Whether you’re growing…
DetailsYou might know Belize as the small Caribbean country on the northeastern coast of Central America, but did you know that it is a perfect spot for top-quality contact center services? It’s considered one of the best nearshore countries for highly-rated contact center assistance. American businesses have recently begun to seek out services from Latin…
DetailsTips on Creating a More Impactful Customer Experience A customer service strategy utilizes a number of methods to achieve success. While nearly everyone has embraced digitization and there are many high-tech resources out there today, going with a decades-old method still provides valuable benefits, and that method is the human touch. Human-to-human interaction is one…
DetailsThe need to stay within a budget can inform many decisions leaders make at companies. When you partner with a nearshore contact center, the cost savings are measurable, but the true value you find is in improved customer service. Building Strong Relationships The key to any company’s success is return business, and this only happens…
DetailsWhen you think of a call center, what’s the first thing that comes to mind? Is it the repetitive on-hold music that after a short while gets stuck in your head? Is the robotic voice asking you to press “one for customer service”? Or perhaps it’s a cheerful agent greeting you and assuring you that…
DetailsOutsourcing is the norm today. From sales to IT management, seeking out qualified individuals to handle specific aspects of day-to-day work is the smart way to grow a business. Increasingly, companies in many industries are outsourcing contact center assistance for their customer service needs. If improving the customer experience is something you’re considering, you’re in…
DetailsCustomer service is notorious for its high turnover rate. It ranks in the top 10 for careers with the highest churn rates, which can be a challenge for organizations working to create better relationships with their customers. If you are struggling to retain agents and are looking to improve customer experience outcomes it may be time to…
DetailsThe hospitality industry centers on customer relationships. Customer satisfaction is crucial in every industry, but it’s an especially important lifeline in the hospitality industry. Given the fluctuations caused by seasonal changes, this can put an overload on representatives and affect the overall experience of your customers. The answer to the issue is to outsource your…
DetailsArtificial intelligence (AI) is shaking up the status quo in the customer service landscape, but can it lead to improved relationships and a stronger bottom line? Customer service is a wide-ranging specialty and there is room for automated processes, but the human element is still a key piece. AI in customer service is most prevalent…
DetailsAre you looking for a way to stand out in the crowd? Give consumers what they want, which is more personalized interactions. Consumers today are weary of feeling like a number and are willing to drop brands that don’t prove to them that they are of value. By personalizing your outreach efforts, you will make…
DetailsIn the realm of customer service, the experience of the consumer has taken center stage as businesses seek to enhance customer relationships and secure a solid return on investment. Outsourcing customer service, particularly to nearshore contact center vendors, has become a prominent strategy to manage inbound contact centers without compromising the quality of service. This…
DetailsConsumers have high expectations today, probably more now than ever. They don’t want to feel like a number; they want personalized services, If they aren’t satisfied with their customer experience, they won’t hesitate to go to a competitor. But what is the path to excellent customer service? The brands that get it right have found…
DetailsThe difference between a high-functioning contact center and one that fails to make improvements in customer relationships is training. It’s only through establishing strong educational programing that a contact center can deliver the personalized experiences that consumers have come to expect of the brands they do business with today. If you are failing to provide…
DetailsWhen a customer’s experience doesn’t go well, many negative effects are set in motion, not the least of which is the possible loss of that customer and the money they might have spent with your company. Recently American Express surveyed consumers to get an idea of the impact customer service has on consumers. They found…
DetailsThe sentiment customers hold towards a business plays a significant role in its development. With the evolution of technology and rising customer expectations, contact centers have become essential for fostering customer relationships. As technology continues to evolve, customer expectations are also on the rise, prompting call centers to seek ways to deliver tailored customer…
DetailsCustomer loyalty has always been important, but with recent consumer trends, establishing and holding onto that loyalty is more critical now than ever. Consumer behaviors during the pandemic have been changing, but one metric that should interest you is that 75% of consumers said they bought from a variety of brands and around 60% said…
DetailsThink about what makes your most loyal customers keep coming back. These are the people who have had numerous positive experiences with your brand, from liking your products and services to interacting with your social media posts and having friendly conversations with your customer service representatives. Customer perception of your brand is everything, so what…
DetailsMost companies talk about how they want to improve service, achieve a heightened customer experience and how they want their leaders to be stronger and provide the guidance necessary to create an effective team. The way to achieve these goals is to improve training for customer service agents, as well as create a standard for…
DetailsHappy employees create happy customers. So how do you ensure employees are happy and confident in their position? You begin with selecting people that are right for the job, giving them quality training and allowing them to grow within the organization. Outsourcing your customer service can help you ensure all of these areas are…
DetailsChange is inevitable, and rather than push against it, evolving becomes the way companies continue to compete. Change is largely a response to customer needs. Contact centers are delivering personalized care that expands the customer experience to cover customers’ increasing needs. For companies that have yet to outsource to experts in customer service, now is…
DetailsJust because the world has gone digital doesn’t mean human interaction is no longer important to customer service. The strongest relationships are built on personal contact, which is why so many organizations have turned to high-quality contact centers to manage interactions with customers. Digital transformation has brought a wealth of advancements that have had a…
DetailsFor companies looking to improve their bottom line, one of the first places to look is their approach to customer service. Improvements made in relationships are valuable, and failing to create a bond with your audience can lead to reduced loyalty and a lack of return business. For the best results, consider outsourced customer service…
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