The cost of acquiring new customers is much higher than that of driving repeat business, so prioritizing the customer experience is strategic not only in terms of brand reputation but also the bottom line. Yet customer service can be a cost in and of itself. Providing the space, leadership and training needed to execute a successful in-house contact center can be expensive. Businesses are faced with striking the balance between investing in brand loyalty and customer service costs cutting too far into profits.
One solution to affordably enhancing the customer experience is outsourcing customer service tasks. However, the choice of a BPO provider must be made carefully. Contact center service differs greatly as each BPO’s focus on technology, agent education, and even employee satisfaction varies. It’s vital that businesses take the time to find a contact center whose priorities align with their own. If this step is skipped or undervalued, customer service will suffer.
With the right BPO provider, businesses can deliver a stellar experience that reflects their brand’s mission and messaging without bearing the overhead of customer service technology, staff and education or the hassle of hiring and onboarding. Choosing a nearshore BPO adds the advantage of contact center agents familiar with the U.S. culture and capable of comfortably relating and communicating with customers.
By exploring our blogs, you’ll learn more about why training is so critical to CX, how friendly contact center agents change the way customers view your brand, how company culture relates to CX, and how Protel BPO delivers customer service that fuels loyalty.
Customer inquiries have ramped up since the pandemic altered consumers’ buying habits. For companies that weren’t prepared, redirects at call centers have increased and hold times have lengthened. The demand for personal connections has skyrocketed, and consumers have sought out customer service from brands that are able to provide a more empathetic approach. An unwillingness…
Outsourcing 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…
Customer loyalty has always been important, but with recent consumer trends, establishing and holding onto that loyalty is more critical now than ever. Consumer behaviors during the pandemic have been changing, but one metric that should interest you is that 75% of consumers said they bought from a variety of brands and around 60% said…
Retaining customers has always been important, but when the economy suffers, retention becomes a top priority. What’s the best way to keep customers coming back? The answer is quality customer service. Forrester, a research and consulting company, recently released its report on customer service megatrends hitting companies struggling in the current pandemic-ladened environment. In short,…
Striving to fit the label of a “customer-centric company” is on the minds of most business leaders hoping to improve the reputation of their brands. The best way to achieve a customer-centric reputation is by providing high-quality customer service. By outsourcing your contact center services, you can achieve this goal at a quick pace. If…
There is no doubt that technology can drive advances in business when it’s used in the right places at the right times. Artificial intelligence (AI) is getting much use these days and has even pushed into customer service interactions. High-functioning contact centers use a variety of modern technology, but the best ones know a quality…
For companies looking to improve their bottom line, one of the first places to look is their approach to customer service. Improvements made in relationships are valuable, and failing to create a bond with your audience can lead to reduced loyalty and a lack of return business. For the best results, consider outsourced customer service…
When 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”…
Study 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…
Maintaining customer relationships is paramount to maintaining loyalty and earning returned business. The cost of acquiring new customers is quite high, which is why the focus on a positive customer experience is so important. Customers have many options in where to spend their money, which means you have to one-up your competition. You can have…