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 solutions.
Customers reward good service, even if they had an issue that was potentially negative. Time and again, when something goes awry and a customer service representative can resolve the situation in a fast and friendly manner, loyalty scores improve compared to what they were before the issue arose. This is strong proof that when you’ve got good customer service on your side, you can come out ahead in just about any situation.
An article published in the Harvard Business Review includes a study that further quantifies the angry-to-happy customer that was kept loyal through expert service. In this study, they looked at 400,000 customer-service-related tweets received by major airlines. A portion of these customers was contacted and a significant number confirmed that when their tweets were responded to in a professional and helpful manner, they were more likely to pay more for the brand’s services.
Outsourced customer service has many advantages over in-house methods. First and foremost, outsourced customer service professionals focus on one thing: pleasing the customer. They are able to do this by using hiring practices that yield employees who are a good fit for this type of work. Once they’ve identified these people, they put them through training programs that fully prepare them to address any issue a customer has.
Not only do these representatives know how to handle a potentially negative situation, but they’re also focused on pleasing the happiest customers. The same study in the Harvard Business Review found that when a positive tweet was replied to, these customers bumped up their loyalty to the company.
The Belizean Connection
Outsourced customer service trended toward offshore companies years ago, but the trend now is to choose nearshore vendors. While cost seemed to be the driving factor in the move to hire offshore customer service companies, the quality of customer service is driving the latest nearshore trend.
While cost savings remain an important consideration, companies choosing nearshore contact centers are now prioritizing customer service.
Belize is the home to Protel BPO, a high-quality contact center where the best-trained and motivated individuals offer exemplary services. We know the value of establishing a warm and friendly relationship with customers, and it’s something our clients have come to rely on when they partner with us. Contact us and find out more about our approach to providing you with the services you need to improve your bottom line.