Creating a highly personalized customer experience is no longer what you do to gain an edge over your competitors. It’s what you do to survive in a competitive market. And you do it with an outsourced contact center.
A recent survey about the importance of customer experiences conducted by Harvard Business Review Analytic Services included the responses of 680 executives. Almost three-quarters (73%) said that a reliable and relevant customer experience is critical to their success, and 93% reported that this would be the priority in two years.
In order to deliver customized experiences, companies need to be able to collect, analyze and act on reliable data. But there’s a disconnect: while there is widespread agreement among executives that the customer experience must be the priority, only 23% said that they are equipped to act on the data they collect.
Complicating the issue is that for many companies, the push is for business acquisition, rather than customer loyalty. And customers are responding in kind; loyalty and relationship-building is shoved aside as customers recognize that there is always another company ready to sell to them at a lower price and with more conveniences.
The Harvard Review survey also found that executives, while seeing that the customer experience is critical, aren’t particularly efficient at implementing a successful one. Only 15% said that their companies were “very effective” at delivering a relevant and reliable customer experience.
Closing the Gap: In a market where both products and services are increasingly commoditized, executives are asking what companies can do to retain loyal customers with an exceptional experience.
When you outsource your contact center, you have the opportunity to choose a service that specializes in listening and empathizing with your customers. Rather than simply solving the issue and jumping off the phone, a contact center agent listens to the customer to identify the pain points and then resolves the challenge with an empathetic approach.
This requires training and an excellent contact center partner, but that’s where Protel BPO comes in.
The Warmth of Belize: When warmth and friendliness make all the difference in closing the gap on the customer experience, companies turn to Belize. As a nearshore contact center provider, Protel BPO offers a set of advantages that other outsourcing partners cannot match: a shared language, a shared culture and that additional Belize warmth.
Because Belize is a nearshore outsourcing partner, you will also experience significant cost savings, freeing up resources to invest in digital solutions that further benefit your customer experience plans.
At Protel BPO, we understand that the customer experience you want to offer may not feel within reach. Contact us to learn more about how our contact center services can build customer loyalty at a cost-effective rate for your organization.