Consumers have evolved, and at a rapid rate over the last year. The customer experience now takes center stage for organizations looking to retain their valuable customer base. But what does good service entail? For most consumers, it’s a polite, warm and friendly interaction with a brand. Are your customer-facing representatives offering that level of service?
Consumers want more than just a friendly face: they want timely assistance when they have a need. They want a convenient option for having their needs attended to. In today’s landscape, a positive customer service interaction centers around convenience. Some customers want to do a virtual chat on their computer or mobile device while others prefer a quick phone call. Having multiple options will ensure you’re offering the kind of convenience they’re looking for.
One way consumer behaviors have changed since the onset of the pandemic is that customers place an even higher focus on meeting their expectations. One negative interaction with your brand and they will jump to a competitor.
To meet their expectations, you must focus on personalizing your approach. The more you know about your target audience, the more you can personalize every connection you have with them. The more personalized your interactions are, the more you are able to prove to your customers that they are of value to your brand, that they aren’t just a number, and that they matter. This drastically improves retention and loyalty.
Outsourcing customer services is now a part of many successful companies’ best practices. Why outsource? The number one answer relates to the training a contact center provides its employees.
At Protel BPO, we have one highly-trained team leader for every 16 highly-trained agents. And for every team leader, we have a dedicated quality assurance professional that provides all the support necessary for positive customer experiences.
“We have a deep understanding of the client and their brand,” said Kevin Herrera, CEO at Protel BPO. “We have a deep understanding about the company culture for all of our clients, which makes us an arm of their brand.”
At Protel BPO, team leaders are fully immersed on a day-to-day basis, making them deeply connected and fully aware of tweaks that need to be made for providing the best possible customer service.
“Team leaders know all the nuances of each individual member of the team and provide one-on-one training that fits agents’ personality and motivations,” Herrera said.
An agent at Protel BPO, working on a campaign for J.Crew, commented recently, saying they strongly believe that Protel BPO has prepared the agents through its comprehensive training program.
“We have direct contact with those we work with, and we are provided with all the information and have access to what we need for us to do our job most efficiently from day one,” the agent said. “We have access to an understanding of the brand — access to the team leads from our clients — whatever new changes come, we are kept informed.”
For more information about what we offer at Protel BPO, contact us today.