Quality 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 path to keeping those loyal customers around for years of return business.
There are a variety of ways those queries can be answered. Traditionally, an agent fielding inbound calls was the fastest option. Today, however, top-quality contact centers offer a host of options for their loyal customers, including chat, email and even social media messaging. The most comprehensive approach is a contact center with highly-trained individuals capable of handling the most complex issues.
If your customers complain about being routed to the wrong place when they need a question answered, it’s time to rethink your approach to how you manage that relationship. When you outsource your customer service to a quality company, they have the technology implemented to correctly route calls to the right people, and the people who take those calls are armed with all the information they need to tamp down problems and even deepen a relationship that might have been on the rocks due to an issue.
Your customer support team should serve as a branch of your company. This only happens when they are completely knowledgeable of your company culture, are educated on your product and service lines and have the communication skills to convey information in a pleasant and helpful manner.
Rolling with the Changes
If your business is like most and experiences periods of ups and downs, you need to have a customer service strategy for these situations. For an in-house contact center, rolling with these changes is extremely difficult. Finding quality staff to cover your needs when things get hectic is not always possible, and if you are able to hire the right amount of people, not all of them are going to be knowledgeable or good communicators.
When you outsource your customer service to a high-quality contact center, those periods of ups and downs present no challenge. Regardless of how many representatives you need, they will be ready to communicate with your customers and provide top-notch services. Avoid the complexities and expenses by outsourcing.
While saving money is on the top of everyone’s to-do list, you can do a lot more than that when you outsource to a nearshore contact center. At Protel BPO, a nearshore contact center based in the English-speaking country of Belize, we definitely offer a cost advantage, but what we focus on is the way in which our representatives communicate with customers. Contact us and we’ll give you more information about our strategy for improving customer loyalty through quality customer service.