Designing a personalized, enjoyable customer experience has become a competitive differentiator for companies. SuperOffice, a CRM company, recently surveyed nearly 2,000 companies to ask them about their customer experience strategies and thoughts for the future. They found that businesses had three major priorities looking ahead to the next five years. Pricing and product were two…
DetailsNearshore 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…
DetailsIf you’ve thought about outsourcing your customer service, now is the perfect time to follow through with bringing professional communicators into the mix to promote your brand and make customers truly happy. Nearshore contact centers are fast becoming rock stars to companies that need a boost in the way their customers are treated. How does…
DetailsIf there is one thing the hospitality industry requires, it’s quality interactions between customer and host. Customer needs can occur at any time, which means it takes a highly-attentive customer service mechanism that is always at the ready. What more and more companies in the hospitality industry realize is that outsourced customer service is the…
DetailsBelize is known for its pristine beaches, beautiful blue Caribbean waters, Mayan ruins and rainforests filled with exotic plants and animals. Yet while the country is known for its beauty, it’s also a place where contact centers have thrived. If you’re interested in partnering with a nearshore contact center, the English-speaking country of Belize is…
DetailsThe pandemic drove home one important lesson: people desperately need other people. And while it may have been felt most dramatically among family members and friends, even a friendly voice on the other end of a customer service call felt like a lifeline. This is just one clue into why many companies are discovering that…
DetailsRecognizing that high-quality customer service is vital isn’t a problem for most organizations, but knowing when to outsource these services can be challenging. When you need cost savings without sacrificing quality, partnering with a nearshore contact center could be the best solution for your business. Partnering With Professionals The factors that lead an organization to…
DetailsWhen customer expectations evolve, so too must the methods involved in providing exceptional customer service. And while providing good customer service has always been important, what defines that for customers has changed. Customers now want more than a simple interaction; they want to feel that they are known by the brands they choose and that…
DetailsWhen a customer needs assistance, the faster you can resolve the problem the more likely you are to retain them as customers. The customer experience is about more than the quality of your products or services; it’s about your approach to showing customers that you truly value them. One way you can do that is…
DetailsWhether your company is a small operation or one with hundreds of employees and many departments, you want your customers to come back again and again. When you offer the right kind of customer experience, you can achieve that goal. If you’re looking for a way to make your customers more loyal, it may help…
DetailsAt Protel BPO, we’re focused 100% on serving your customers. That’s why we have established what we like to call “brand camp,” which involves putting our agents through brand immersion. We know that today’s consumers are more focused than ever on personalized services and that the slightest poor customer service experience could lead to the…
DetailsIn today’s fast-paced business environment, companies continuously seek ways to streamline operations, cut costs, and improve customer service. Business Process Outsourcing (BPO) services have become a popular solution for businesses aiming to achieve these goals. But what is BPO services, and what role does it play in helping companies thrive? In this blog, we’ll explore…
DetailsLanguage is a powerful tool in customer service; the choice of positive or negative words can significantly affect the quality of service and influence customer loyalty. Inbound call centers and contact centers are key touchpoints for customers, and the words service representatives choose have a profound impact. Positive language helps to create an environment of…
DetailsDid 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…
DetailsQuality customer service has never been more important. The statistics back that up. Around 82% of customers say they want instant answers to their questions, so when customer services are lacking, those questions go unanswered and you stand the chance of losing once-loyal customers. When you outsource your customer service needs, you’re on the right…
DetailsApproximately eight out of ten small businesses outsource various services. One of the most important ways outsourcing is used is for customer service. To cut costs and gain access to top-quality services, many companies choose to partner with a nearshore contact center. It’s estimated that the market for contact centers will have grown by more…
DetailsKeeping your support team in-house seems to make sense, because who would know better about your company’s products and services than the people under your roof? Unfortunately, as you know, your customer support staff is usually brought in specifically for that job and may have no other experience with your company, and therefore no deep…
DetailsCompanies that succeed have several things in common. They are experts at what they do, create solutions and products that their target audience needs and they outsource aspects of their business that are not part of their expertise. Many successful companies seek out BPO support services because they know building relationships with customers is critical…
DetailsA few years ago, digital marketing was lauded as the strategy to end all other B2B lead generation efforts. Many marketers believed that email newsletters, social media and other digital marketing efforts would eliminate the need for traditional lead generation. As the strengths and weaknesses of digital marketing were discovered, it became clear that marketing…
DetailsYou have a lot of options when it comes to customer service channels, with digital varieties like email and social media providing a personalized way to connect with customers. While you should take advantage of digital opportunities to engage your audience, it’s important to note that there’s still no replacement for human-to-human customer service. When…
DetailsRetaining customers has always been important, but when the economy suffers, retention becomes a top priority. What’s the best way to keep customers coming back? The answer is quality customer service. Forrester, a research and consulting company, recently released its report on customer service megatrends hitting companies struggling in the current pandemic-ladened environment. In short,…
DetailsThe knowledge that a single poor customer experience could lead to customer churn has motivated many companies to seek out solutions for improving relationships. One of the most popular and most effective solutions is outsourcing customer service needs to a reputable contact center. The sooner you can take proactive measures to improve customer relationships, the…
DetailsValue is found in places other than cost. While we at Protel BPO definitely deliver on cost savings, we offer much more, including helping you develop stronger relationships with your customers. Outsource your contact center with us and you’ll quickly see the advantages. The average company partnering with Protel BPO sees between 40% and 60%…
DetailsThe 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…
DetailsSUMMARY – Chatbots have become integral to modern customer service strategies, offering 24/7 availability, immediate response times, and scalability that improves operational efficiency and reduces costs. By automating routine queries, chatbots facilitate a consistent service experience and can enhance sales and lead generation while gathering valuable customer insights through analytics. However, their lack of emotional…
DetailsMaintaining customer relationships is paramount to maintaining loyalty and earning returned business. The cost of acquiring new customers is quite high, which is why the focus on a positive customer experience is so important. Customers have many options in where to spend their money, which means you have to one-up your competition. You can have…
DetailsCustomers today want to do business with companies that take customer service seriously. Ensuring every interaction between your brand and your customer service representatives is smooth, helpful and personalized will keep your customers loyal, but failing to invest in high levels of service will do exactly the opposite. Partnering with the right contact center will…
DetailsWhat’s the key to delivering excellent customer service? There is no magic, one-size-fits-all solution. Each company requires a unique approach to caring for its customers, but a common quality all successful companies share is a focus on empathy. Maybe there have been many times in your life when you reached out to customer support with…
DetailsCustomer service is no longer a service provided only to consumers who have made a purchase, as today’s consumer requires high-quality services in order to become a customer. The vast majority of consumers say that quality customer services are what they rely on to make a purchase. Failing to live up to those expectations will…
DetailsWith so many advancements in technology related to artificial intelligence (AI) and automated processes, is there really any need for the human touch in customer service? While AI and machine learning have their place, nothing rivals the effectiveness of human interaction in building customer relationships. There are many studies about consumer preferences to warrant looking…
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