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 with an outsourced customer experience.
There are many possible situations that may lead you to consider outsourcing your inbound contact center, here are four that particularly indicate that it’s time to boost your service with some additional help:
Your Team Is Overtaxed: An outsourced contact center can take the pressure off your team and improve the satisfaction level of your agents by removing some of the more mundane calls from their lines. Outsourced inbound contact centers can provide a wide variety of services, including appointment scheduling, order taking, upselling and cross-selling, complaint and support calls.
You Are Seeing an Uptick in Complaints: Aside from dropping sales numbers, this is one of the clearest indicators that something needs to be addressed. When complaints are on the rise and particularly when they are escalating to reaching the executive level, this is a sign that the customer service team is struggling.
You’ve Lost Brand Consistency: If your in-house agents are no longer consistently representing your brand, it may be time to consider outsourcing to an inbound contact center that specializes in acting as an extension of your company.
You’re Losing Your Edge: When it becomes evident that you’re losing customers to competitors, it’s a clear indicator that customers are no longer enjoying your brand experience. This may mean that service has declined or they want more interaction and engagement.
For some companies, all four of these reasons may take a backseat to cost-effectiveness. Based on location, you may determine that you can realize significant cost savings by choosing an outsourced customer experience with a nearshore provider.
Choosing the Right Inbound Contact Center
There are a number of factors that every company must consider when choosing an outsourcing partner, but here are a few key considerations:
- Language: The English proficiency and cultural match of the agents serving your customers
- Location: Is the outsourcing partner in a convenient location for collaboration when an in-person meeting is optimal?
- Brand Consistency: The ability of the outsourced customer experience to act as an extension of your company and your brand experience, at a cost that delivers the right return on your investment.
The Immeasurable Value of “The Belize Touch”
At Protel BPO, we are very proud of what has become known as “The Belize Touch.” Our nearshore location makes it a short, convenient flight from the United States for planning and collaboration. Our location also ensures lower costs while still sharing the culture and language of your customers. These features can be easily calculated for their contribution to your return on investment.
Perhaps the best feature of Protel BPO’s services is harder to quantify, but it may be its most valuable service. Belize adds an element to the vibrant American culture that can be summed up in one word: warmth. The customer experience you offer will be reminiscent of reaching out to a warm friend, ready to help with any issue or request.
When it’s time to choose an outsourced customer experience, contact us at Protel BPO. Whether you need to lower costs, reduce complaints or simply relieve an overtaxed in-house contact center, we have the solution your business needs.