It’s been a top focus of customer service conversations in 2022 and it’s slowly sinking into decision-makers at companies in many industries: consumers are less forgiving than they were prior to the pandemic when it comes to customer service interactions. Offering more personalized services is increasingly what your organization needs to provide to keep customers loyal to your brand.
Major Changes and Challenges
Multiple surveys, studies and analysis of feedback show that consumer patience is at an all-time low. Some report that three in four consumers say they will step away from a brand they were once loyal to after three bad customer service experiences. But what does a bad experience consist of?
Top customer service complaints include:
- Slow service
- Unfriendly representative
- Uninformed representative
- Long hold times
- Too many call transfers
- Poor communication skills
If you have received these complaints from your customers, the reason for not meeting customer expectations could come from many areas. First and foremost, you may not be hiring the right people as agents – those who enjoy assisting people and have a knack for effective communication. You also may not have extensive training that gives them the tools they need to succeed. This lack of preparation to solve customer problems leads to unhappy agents, and unfortunately, your customers are on the receiving end of their dissatisfaction.
Meeting Individual Needs
Did you know that the newest generation of consumers prefer self-service? Gen Z is a huge proponent of solving problems on their own, so if you’re not giving them the tools to do that, you could be failing to provide a reason to remain loyal to your brand.
This requires a dedication to keeping up with technology that provides the means for problem-solving that falls into consumer preferences. Quality contact centers are always implementing new solutions that match the unique needs of the consumer.
Nearshore Contact Center Advantages
Paying for outsourced services comes with a cost, but there are alternatives to domestic contact centers where the price of entry may be too steep for many companies. Nearshore contact centers, such as those located in Belize, have low overhead, which means the savings are passed on to the customer. And even at those lower costs, you’ll see improvements in customer service at a nearshore provider in Belize over other types of contact center providers.
At Protel BPO, we only hire people who fit the profile of a customer-centric individual eager to please. And then we put them through a thorough education program that makes them experts on the companies they represent. Contact us and find out how our clients are benefiting from our services.