Trends come and go, but one thing that will never change is the importance of the relationship you have with your customers. Lately, the focus has been on the customer experience, which includes a variety of factors that impact your customers’ feelings about your brand. According to a report from Gartner, more than 80% of…
DetailsFinding the right outsourced customer support is possible, but some important considerations need to be addressed before you can identify what’s going to be a good fit for your organization. There are many options out there today for getting help with providing a more well-rounded customer experience, but some key things you should consider while…
DetailsYou’ve made the decision to outsource your customer service needs. What’s the next step? Do you look for a partner or a vendor? Do they need to be domestic, nearshore or offshore? Does it matter how much the customer service provider can scale to your needs? There are plenty of inquiries to make as you…
DetailsLabor shortages have hit just about every industry. Among the more persistent problems this causes is that customers feel their needs aren’t being met by the brands they spend their hard-earned money with. Fortunately, there’s a customer service solution available. According to the U.S. Chamber of Commerce, the retail trade industry is experiencing a “quit…
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…
DetailsWith so many artificial intelligence-generated customer service tools available today, companies small and large are taking advantage of technological improvement so they can better connect with customers on their terms. But failing to offer the human-based element will alienate a large portion of your audience that requires more than what a chatbot can offer. It’s…
DetailsBusiness leaders don’t rise to high positions by making irrational decisions – they take measured steps that are planned and well-considered that yield positive outcomes. Outsourcing plays a big part in those successes, and it can be used to gain access to everything from IT solutions to customer service support. At Protel BPO, we know…
DetailsThere has never been a more important time than now to focus on ways to improve customer service. Consumers today are not willing to let errors slide – there is a high likelihood that they’ll move to a competitor after a single misstep, even if they were formerly loyal to your brand. When you outsource…
DetailsCustomers can get upset when they aren’t happy about the way they have been treated by companies they spend their hard-earned money with. The behavior, which has been defined as “customer rage,” is the topic of a national study that reveals the rage triggers that can be avoided by providing good customer service. It was…
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…
DetailsThere is a lot of information consumers can access online to get what they need to make informed buying decisions. They also have many communication options, such as chat or email to remedy an issue they’re having with a current product or service. But there is nothing like interpersonal communication in developing more well-rounded relationships…
DetailsOne of the top ways consumers learn about the products and services they purchase is through online reviews. Does your business have a disproportionate number of bad reviews related to customer service? If so, it is time to do something proactive about it. Outsourcing your customer service needs can be a valuable part of improving…
DetailsA happy customer is a long-term customer, but it doesn’t happen automatically; it takes personalized customer service to establish a great relationship between a brand and a customer. When you partner with a nearshore contact center, you get the kind of assistance that you need to turn one-time purchasers into loyal customers. “But aren’t you…
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…
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…
Details“Loyalty” and “customer retention” are often found in the same sentence. Why? Because without having loyalty to a brand, consumers simply don’t stick around for more than one purchase. Does a one-time purchase mean the product was bad? Maybe. But more often than not, it was the customer experience that lacked. Quality customer care means…
DetailsIt seems everyone is in a race to win over new customers. But how many organizations are hitting their goals? Placing a stronger emphasis on keeping current customers happy should be just as important, if not more important, than acquiring new buyers. The customer experience has to be at the forefront of every company’s list…
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…
DetailsAt Protel BPO, we deliver on all of our promises. As a contact center with staffing flexibility and where customer service excellence is our expertise, we bring value in more ways than just cost savings. We’re forging tighter bonds between companies and customers, which creates long-term loyalty that improves the bottom line. Advantages of partnering…
DetailsOne of the most widely recognized criticisms about the customer service industry, particularly in jobs related to contact centers, is the turnover rate. For those experiencing a 40% attrition rate, that’s something to be celebrated because that represents the best-case scenario. Therefore, before partnering with a contact center, it’s important to ask crucial questions about…
DetailsConsumer preferences change; they always have and always will, but it is important as a business leader to monitor these changes so you can stay on track with your level of service and provide a great customer experience. What’s changed recently, mostly in the last three years, is consumers choosing to do business with companies…
DetailsLocally owned and operated, Protel BPO is a Belize-based company that specializes in customer service. With a leadership team that brings more than 50 years of experience to a hands-on environment that includes highly-educated customer service professionals, our contact center is poised to continue to grow and build on its reputation as a top-rated customer…
DetailsMany businesses are based on providing a service that focuses on one specific need. For example, Nike creates quality athletic wear and Ray Ban produces specialty eyewear. Unless your business model centers on offering quality customer service, is it best to have this important part of your company in-house? Hiring for roles unrelated to your…
DetailsCan customer service really be part of a marketing strategy? In some ways, it always has been, as the goal of customer service is to keep your customers coming back. While some marketing ploys are built around attracting customers, customer service is critical in retaining customers. Why? Because customers who are treated with excellent service…
DetailsThere are many advantages to outsourcing your customer support. A key benefit of outsourcing is that professional contact centers are skilled in knowing what qualities to look for in an agent. Far too often, in-house customer service departments, plagued with staffing shortages, hire people who aren’t a good fit for customer service. This often leads…
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…
DetailsThe demand for quality customer care is growing, which is why so many companies in a vast array of industries have chosen to outsource their customer service. At Protel BPO, the evidence is clear – our clients are strengthening their customer relationships by partnering with us. We believe every client’s experience should be a great…
DetailsSo you’ve made the decision to outsource your customer service needs to a professional company. Do you know how to find the best contact center to meet your unique needs? There are several factors to consider as you narrow down your search. Flexibility Flexibility can apply in a couple of very important areas. First, you’re…
DetailsYou likely are aware that the majority of consumers who have a bad customer experience will move on to another brand. Going one step further, some of these people are eager to let others know about the negative experience they had through highly public platforms like social media. To ensure this doesn’t happen again, companies…
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…
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