There are several tell-tale signs that you need a customer service improvement. Some companies notice it when their social media engagement is lacking. Others experience problems nurturing leads while others see glaring shortfalls in account-based marketing. These are all signs that you need to outsource your contact center for more consistent and improved customer engagement.
Organizations that try to keep their customer engagement and customer services in-house are taking a fiscally responsible stance. The problem is that this commitment can eventually become a fiscal liability. For example, you may not be keeping up with the latest and most cost-efficient telecommunications technology. Simply keeping up with what’s new in telecommunications is time-consuming, but add in the cost of implementing new hardware and devices and it can be cost-prohibitive.
Turnover and other staffing expenses can become a burden on the budget, but training in most in-house contact centers doesn’t prepare agents to offer excellent customer experiences. A lack of quality training can bring down customer satisfaction ratings and is a catalyst for turnover, as employees who don’t receive adequate training don’t feel empowered to do their jobs well and it creates a sense of unhappiness in them.
Why You Should Outsource
Think about the burden on your employees during the busy season when they’re constantly fielding calls from customers or potential customers, all of whom have similar questions. It’s a situation that can lead to burnout and employee disengagement. When you outsource your contact center, you’ve got a flexible staff of agents working for you to answer those calls, whether it’s the busy season or not.
High-quality contact centers also focus on hiring people who are the best fit for customer service and have strong communication skills. Finding the people that are the best fit for this type of job is key to quality customer service.
Nearshore Perks
When you outsource your contact center to a nearshore professional, you benefit from immediate cost savings, because the low overhead in nearshore countries provides a cost break for clients. While offshore providers operate in different time zones and present communications barriers, a nearshore contact center provides the ideal solution: low prices but with a shared language, culture and even time zones.
When you partner with a Belizean-based contact center, where English is the official language, there are zero communication problems related to accents. Belizeans even have a neutral accent.
At Protel BPO, we’re equipped with the latest telecommunications technology and have prioritized training for all of our agents. Contact us and learn more about our approach to providing top-notch customer service.