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.
There 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…
Company 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…
Providing the ultimate, personalized customer experience is at the top of your priority list. But you know that even with high-quality products and a perfect price point, your customers can all too easily switch to a brand that seems to value and “know” them. You may find that you can best meet your customers’ expectations…
Creating a highly personalized customer experience is no longer what you do to gain an edge over your competitors. It’s what you do to survive in a competitive market. And you do it with an outsourced contact center. A recent survey about the importance of customer experiences conducted by Harvard Business Review Analytic Services included…
A few years ago, digital marketing was lauded as the strategy to end all other B2B lead generation efforts. Many marketers believed that email newsletters, social media and other digital marketing efforts would eliminate the need for traditional lead generation. As the strengths and weaknesses of digital marketing were discovered, it became clear that marketing…