What’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…
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…
DetailsThe future of call centers is intrinsically linked to the technological innovations that are reshaping the industry. As businesses continually strive to enhance customer satisfaction and loyalty, the integration of Artificial Intelligence (AI) into call centers is becoming a key factor. AI-driven tools, such as chatbots, automated email responders, and advanced analytics, are transforming the…
DetailsTips on Choosing the Right Contact Center for Customer Service Skilled communicators are the foundation of any good customer service strategy. One of the most powerful tools used in customer service is the contact center. Its approach to training, employee motivation, problem solving and ongoing skill development is the differentiating factor in the customer service…
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…
DetailsThe role of customer service representatives has changed. Leaving the vital task of communicating with customers in the hands of untrained personnel is a risky move and could lead to your loyal customers becoming dissatisfied with your brand. According to a survey by Vision Critic, 42% of consumers will leave a brand after two bad…
DetailsThere is a reason companies say their employees are the most valuable asset in their organization; the brand experience they offer is the voice of the company. It’s for this reason that your contact center should be staffed with high-quality professionals capable of representing your brand in a way that is consistent with your company…
DetailsCompany culture has become a priority for business leaders and rightly so. It’s a reflection of your brand’s identity and values, and it directly influences the interactions your employees have with customers. Satisfied employees can focus on the customer’s needs, while disgruntled employees are distracted by their own concerns. So, the big question is: Are…
DetailsThere’s Nothing Antiquated About Human Customer Service The advent of digital customer service methods often requires a trial-and-error approach. You test out a few strategies, and eventually, the analytics will tell you what sticks. Thankfully, there’s one tool you can use that doesn’t require expensive experimentation and or disruption to the customer experience to find…
DetailsWhen you offer a positive employee engagement experience, it leads to customer satisfaction. When customers are satisfied, they keep coming back. They also provide a valuable word-of-mouth service that funnels more business your way. Increasingly a way to get to this point is through partnering with a nearshore contact center. Nearshore services have advantages outside…
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…
DetailsIn a perfect world, customer inquiries would only pop up between the hours of 9:00 a.m. and 5:00 p.m., Monday through Friday. But the reality is these inquiries need to be addressed every hour of every day of the week, even holidays. An inbound contact center is the most efficient way to handle the needs…
DetailsTrends 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…
DetailsAre you having staffing issues? Employers in just about every industry are having problems finding workers. If that is the case for you, your customer service needs can be met through a nearshore contact center. Many people are attracted to cost savings associated with nearshore services, but the value runs much deeper than dollars alone.…
DetailsPerception in business is key. If a consumer’s perception of your brand is positive, they’re probably a loyal customer and they’ll keep coming back for business. They may even talk up your brand to other people, which can snowball into more business. Offer the right customer experience and you can gain the same advantages. In…
DetailsImagine you’re trying to juggle a dozen customer queries at once. Your customer support team is overwhelmed, and your office phone lines are buzzing non-stop. Amidst all this, you just realized that your current call center outsourcing solution is more of a headache than a help. If this sounds familiar, it might be time to…
DetailsTurnover 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…
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…
DetailsThere 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,…
DetailsMost people have a bad customer service story. Maybe it was an unbearably long hold time followed by a brief interaction with an agent who couldn’t resolve the problem. Perhaps it came at a time when you were stressed out and the agent trying to help you showed no recognition of the emotions you were…
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…
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…
DetailsDid you know that 51% of the population of Belize is bilingual? English is the official language of Belize, which is an asset for contact centers located there, like Protel BPO. When we hire customer service representatives, we put applicants through a multi-step process that ensures our chosen few have neutral accents, are focused on…
DetailsIf 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…
DetailsOperational 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…
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…
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…
DetailsMaking the choice to outsource your contact center needs is a big step, and there are many variables to think about. What do you look for in a partner that can take care of your customers’ needs? At Protel BPO, we know from experience what it takes to become a true partner that brings value…
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