All the hard work you put into the products and services your company offers can be futile if you’re falling short on a crucial aspect of doing business today – the customer experience. Consumers demand quality products and services, but they will not spend money with you if they feel undervalued. There are three main…
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…
DetailsCustomer service is an important topic, especially in light of the relatively recent changes in customer expectations. Today’s consumers demand personalized customer services and will seek them out elsewhere if a company is unable to provide them. Consumers have developed a sense of entitlement, and perhaps rightly so. They know their dollars are important and…
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…
DetailsThere are many reasons to partner with a nearshore contact center; namely, your ability to improve customer relationships, but there is another component linked to social responsibility. While you have a responsibility to your employees to remain profitable, you can also help out communities that truly value your business, and you can have a positive…
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…
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’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…
DetailsWhen consumers interact with a customer service representative and come away from it feeling more like they’ve encountered customer disservice, the results are fairly consistent: they go elsewhere to do business. To prevent this situation in your organization, consider outsourcing your contact center services. It’s unfortunate that almost 80% of organizations think they’re offering “world-class”…
DetailsIt’s always been difficult to seek out new customers and convince them to become loyal to your brand, which is why companies do their best to keep their current customers. And they have good reason: Studies show that 93% of customers are more likely to make multiple purchases with companies who provide excellent customer service.…
DetailsPrice is still important to consumers, but it’s not the only thing they consider before making a purchase. What drives brand loyalty today is largely related to customer service. When you outsource to a trusted contact center, you can improve your relationships with customers and get ahead of the competition. According to the report “The…
DetailsQuality customer service has always been important for your company, but it is increasingly critical to the success of your business. Without a focus on delivering personalized customer service in today’s business climate, you’re going to fall short of meeting consumer expectations. Consumers haven’t become fickle; they just won’t remain loyal to brands that don’t…
DetailsWhen customer service representatives leave their posts in droves, companies lose money and customers get less-than-optimal service. Unfortunately, the customer service industry is notorious for its turnover rate. Nailing down the reasons for such high employee attrition is difficult, as every company’s experience can differ, but one of the common themes is that employees are…
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…
DetailsWhen peak season arrives, it seems that, no matter how prepared you are, something comes up to remind you that you didn’t plan for everything. Customer service departments often struggle the most during busy times, scrambling to hire qualified individuals and get them trained in time to field an influx of calls. Unfortunately, this task…
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 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…
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…
DetailsStudy after study concludes that retailers who have established a relationship with their target audience — who show them that they really care about their satisfaction — are the ones that get the return business. When you outsource to the right inbound contact center, you have an opportunity to build the kind of relationships that…
DetailsProtecting your brand’s reputation is a high priority, but so is improving that reputation. If you’re nervous about outsourcing your inbound contact center services due to a lack of control over your brand’s image, consider the successes companies in many industries have had by going off-premises with their contact center, partnering with proven professionals. Losing…
DetailsOutsourcing your inbound contact center services can save your company money, but that’s only one reason outsourcing is popular. The money you spend on these services offers an amazing ROI because you’re enlisting expertise from the people who make it their full-time job to provide a positive customer experience, which is the most attractive part…
DetailsPleasing consumers takes more than just impressing them with products and services. Today, consumers are spending money where they feel valued, and it’s the interpersonal communications with your brand that turn them into loyal customers. This is why it could be key for you to outsource your customer service to a nearshore contact center. Improving…
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…
DetailsPersonalized customer service isn’t easy to come by. But having a team of empathetic, friendly and knowledgeable people at a contact center doesn’t have to be a challenge – you just need to partner with the right company. When you want to focus on your company’s core competencies while treating your customers well, outsource to…
DetailsIt takes five good customer experiences to offset one bad experience, but that’s only happening when a customer actually stays around after that bad experience. It’s easy to see how important it is to provide quality customer services at all times and to have a better chance at doing that, outsourcing your contact center could…
DetailsWhen someone loves their job, it shows. In fact, they might not even think of their daily nine-to-five as a job at all. This is what you want in a contact center representative charged with communicating with your customers. Unfortunately, there are a variety of ways in which a contact center employee can begin to…
DetailsNobody could have truly predicted how consumer behaviors would change in the face of a global pandemic. But one thing that is certain is that those who adapted to the changes did one thing extremely well, and that is to deliver a valuable customer experience despite the challenges. Business as usual no longer has the…
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…
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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