There has never been a more important time than now to focus on ways to improve customer service. Consumers today are not willing to let errors slide – there is a high likelihood that they’ll move to a competitor after a single misstep, even if they were formerly loyal to your brand. When you outsource to a quality contact center, you’ll not only avoid costly mistakes, but you’ll also improve your customer relationships.
If you’re convinced you need to strengthen your position with customer services, you may be on the lookout for a cost-effective, consistent and accountable contact center to partner with, but which one will fit your needs? Choosing correctly will save you a lot of time and money and will get you on the path to long-term customer relationships.
You want your customer service agents in the same time zone as your customers, or very close to it. For this reason, an offshore contact center may not be the right choice. These are often located on the other side of the globe, which is not an ideal situation given the time differences.
Working in different time zones creates a host of problems, including difficulty in staying in sync and a lack of collaboration during critical times, such as launching a new product or service and addressing training needs in a reasonable fashion.
There are many factors that go into effective communication between your brand and your customers. Good communicators are good listeners, which is difficult to teach and why great contact centers have hiring practices that identify candidates with the right communication skills.
Effective communicators are also armed with answers to consumer questions. This is a quality that can be taught, but often falls short during agent education sessions. The best contact centers have robust, thorough and comprehensive education programming that instills a sense of empowerment in agents. They come to the job each day with everything they need to succeed, which provides many other benefits that trickle down to their interactions with customers.
At Protel BPO, we’re a nearshore contact center located in the English-speaking country of Belize. We share a time zone with most of our clients and are located close enough to major U.S. cities that our clients often take the short plane ride down to be part of the training exercises for their products and services.
If you’ve made the decision to outsource your contact center, we make the process easy for you. Let us take care of your customers so you can run your business. Contact us today and see how you can improve customer relationships while boosting your bottom line.