Can a nearshore contact center really boost customer satisfaction while saving money? If you partner with the right company, the answer is yes. But it can be challenging to identify the right contact center services partner. Organizations that have outsourced to nearshore contact centers have found that it all boils down to training, employee empowerment, involving clients in the educational process and providing premium solutions at a competitive rate.
Close and Communicative
Offshore contact centers have the downside of being geographically and culturally removed from the U.S. This is not so with nearshore customer service professionals. For example, Belize is an English-speaking country just a few hours away from major U.S. cities. The location is valuable for a couple of reasons. First, you can travel there easily and take part in the training of agents who will represent your brand, products and services. Secondly, Belizeans have fully embraced American culture and it’s essentially part of their culture, too.
Saving Money and Much More
The initial attraction to outsourcing to a nearshore contact center is almost always about saving money. Thanks to the low overhead of affordable Belizean-based companies, the savings can be passed down to customers. That’s what we do at Protel BPO, saving our clients up to 60% of what they spend for comparable services domestically.
That’s important, of course, but when you outsource to a company like Protel BPO, you get much more than cost savings.
The money savings only matter if there is a net positive for customer relations. When you partner with Protel BPO, you should see improvement in your customer satisfaction goals, because we excel at offering friendly and helpful services that most contact centers cannot duplicate.
Education is the Key
What separates Protel BPO from other contact centers? It’s our approach to training that makes the biggest difference. Yes, we carefully vet applicants and only onboard those who have superior communication skills, but we also put these employees through rigorous training programs that fully prepare them for a variety of customer service scenarios.
One of our selling points is that our agents fully buy into the company culture of the brands they represent, seamlessly becoming an arm of the brand. All that training overflows to interactions with customers, who often say they feel like they’re talking to a helpful friend.
For more information about our process, contact us today. Find out how our clients are improving satisfaction scores and building loyalty among customers.