Many businesses are based on providing a service that focuses on one specific need. For example, Nike creates quality athletic wear and Ray Ban produces specialty eyewear. Unless your business model centers on offering quality customer service, is it best to have this important part of your company in-house?
Hiring for roles unrelated to your specialty is especially difficult, which could be the reason why customer service departments have such notoriously high turnover rates. When a company isn’t able to hire the right person for the job, mutual dissatisfaction develops between the two parties, resulting in a revolving door of employees coming and going. It’s expensive, inefficient and can cost you customers.
Can You Keep Up With Company Growth?
Growth is a good thing, right? It is if you can keep up with it. While you might be poised to produce the required amount of goods as your business grows, are you able to keep up with an influx of customer needs?
If your customer service scores are already a bit on the low side, it only gets worse when you don’t have the required staff to attend to the needs of the customer. When you outsource your customer service, the contact center you partner with has all the help you require, even in your busiest season.
Establishing and maintaining an in-house customer service department is expensive. There are costs associated with every aspect of it, including infrastructure, hiring, training, updating, upgrading, management and a long list of overhead items.
When you outsource to a nearshore contact center, you don’t have any of those costs to worry about and you can focus on what you’re good at. You will also save in areas like office space, benefits and even training—all overhead costs are handled by your provider.
Protel BPO has an advantage over others in that it is a nearshore company based in Belize where the overhead is low. You not only get the cost savings of outsourcing, but you also get the cost savings offered by a nearshore contact center.
But just because you’re saving money doesn’t mean you’re sacrificing quality. The opposite is true. At Protel BPO, we work seamlessly as an extension of your business. We are 100 percent focused on customer satisfaction and that’s why so many big brands (including J. Crew) rely on our services.
Learn more about what we have to offer by contacting us today.