Whether 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…
DetailsThere are a variety of reasons why outsourcing your contact center services is a smart strategic decision, but the one that stands out the most is the way agents at a highly respected contact center communicate with customers and improve the customer service experience. This is extremely important given consumers’ constantly changing needs in today’s…
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…
DetailsPricing and quality are still important, but the customer experience has never been more critical to consumers. According to findings by the Temkin Group, an organization that conducts customer experience research, companies that earn $1 billion can earn an extra $700 million over three years by improving their customer experience. Your company may not bring…
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…
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…
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…
DetailsIf you’ve witnessed long-term customers suddenly disappear, it’s highly possible that your customer experience strategies need a fresh look. From extensive hold times to unfriendly or unknowledgeable customer service representatives, there are a variety of areas where you could be creating a negative experience for the customer. Partnering with the right contact center can be…
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…
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…
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…
DetailsDesigning 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…
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.…
DetailsDo you want to find the best contact center for handling all of your customer service needs? Cost is a factor for most organizations when deciding who to partner with for customer service, but it is important to also look at other factors. You also want to consider how the contact center trains its agents,…
DetailsIt’s time to rethink your approach to customer service. Recent marketing surveys have revealed a sea of change in consumers, the bulk of whom say a single bad experience with a brand will send them packing. That’s why outsourcing your customer service to a trusted contact center makes so much sense right now. The pandemic…
DetailsExcellent communication is the core qualification for customer service agents. For most organizations that strive to personalize their interactions with customers, this means having representatives who are empathetic, good listeners, knowledgeable and kind. What may be a more surprising trait of every successful customer service agent is that they are happy in their job.…
DetailsThere are several tell-tale signs that you need a customer service improvement. Some companies notice it when their social media engagement is lacking. Others experience problems nurturing leads while others see glaring shortfalls in account-based marketing. These are all signs that you need to outsource your contact center for more consistent and improved customer engagement.…
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…
DetailsMaybe it’s something you’ve heard about: companies in your industry are deciding to find better customer service at nearshore contact centers. When you outsource your contact center services to a qualified and trusted professional company that focuses on customer service, you’ll never regret it. Here’s why: Happier Customers It’s true for companies that outsource…
DetailsYou 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…
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…
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…
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…
DetailsAre 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…
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,…
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…
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…
DetailsCan 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,…
DetailsWhat do people value most about their customer experience? They’re often looking for a unique, personalized customer experience; for others, some of the most important points to hit with your customer service include being knowledgeable, convenient, efficient and friendly. Prioritize these four areas and you’re likely to find yourself hitting the sweet spot with many…
DetailsKevin Herrera, CEO of Protel BPO, knows that growth is an integral part of his company. Growth has allowed Protel BPO to remain competitive in the contact center industry, but it’s also answered needs among customers who are growing as well and need extra help with customer relations. “We began with 65 seats,” he said.…
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