As you already know, successful companies have outstanding customer service. But did you know that a single bad customer service experience can permanently cost you a customer? It is true now more than it has ever been: if you aren’t able to tend to the needs of your customer in a timely manner, you will lose them to another brand.
It wasn’t long ago that the mission of a customer service representative was simply to help them with minor problems. That has definitely changed, and one of the reasons so many brands have outsourced their customer services to contact centers is because they know they need to focus on empowering the customer, and that takes careful relationship management skills.
The Outsourced Advantage
There was a time when you might have contracted with a call center to handle customer inquiries. That was a much simpler time. Today’s customers want a variety of communication options, and while speaking to a highly-educated representative is still extremely valuable in managing a customer relationship, consumers are looking for an omnichannel approach that only a contact center can provide.
When you outsource your contact center services, you gain access to an organization that has invested in the right technology, but more importantly, has invested in customer service representatives who know how to communicate well with consumers, questions they might have and the solutions that lead to positive outcomes.
You’ve worked hard to provide quality products or services — enough to generate some buzz and bring customers to your door, be it physical or digital. However, to gain a competitive advantage, you have to offer an outstanding customer experience. This is yet another reason to partner with a trusted contact center.
The right contact center offers a customer experience platform that considers a variety of scenarios important to advancing a relationship.
When companies first started outsourcing their contact center services, they saved a lot of money by choosing offshore companies. The results weren’t exactly what they were hoping for, which means that cost savings didn’t add up to being of any value.
Fortunately, there is another route you can take to save money and get value at the same time and it’s by partnering with a nearshore contact center. At Protel BPO, we’re headquartered in the English-speaking country of Belize, which shares time zones with the U.S. More importantly, our employees share western cultural attributes.
When your company partners with us, you get a top-notch contact center with employees who are dedicated to positive outcomes. We become an extension of your business by learning everything we can about your brand and the products and services you offer. Our employees buy into your company culture and it shows in our interactions with your customers. Contact us and let’s discuss what a warm and friendly team of highly-educated contact center representatives can do for your brand.