Happy 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 covered.
While you might not consider an outsourced customer service team “your employees,” they are working as a branch of your brand, and when they fully commit to adopting your company culture, they are working for you in a manner that is indistinguishable from the customer’s perspective.
Improving Customer Relationships
According to a report from Gallup called “The State of the American Workplace,” when your customer service reps are engaged with your customers and strive to serve them with everything they need, you can get a 20% boost in sales.
Employees don’t magically become engaged with customers. It takes employee development strategies to get to that point. When an employee feels like they are on a path to where they want to be, they have a reason to work more meaningfully and go the extra mile to assist. This is the perfect scenario for a customer service rep who needs to be engaged with a customer to be fully effective.
Training Is the Key
All new employees will need strong training and development programs to perform well in the area of customer service. At Protel BPO, we know what to look for in applicants during the hiring process and we are dedicated to ongoing training for our agents.
We also know that it takes more than training to breed success. Based in Belize where the citizens are known for their warmth and friendliness, it carries over into our workplace where our employees are truly cared for. That attitude transfers over to your customers, who also feel like they’re being cared for. In fact, the feedback we get often is that “our customers say they feel like they’re talking to a friend.”
Contact us and let’s talk about how you can save money on your customer service while improving loyalty and your bottom line.