Customer service is important, and this is something that successful business leaders have always known. But did you know that approximately 90% of consumers in America use customer service as a vital component in deciding whether or not they’ll do business with you? Nearly 60% of consumers will switch companies when the customer service they receive isn’t up to their standards. These two reasons alone should be enough to convince you that inbound contact center services should be on your radar.
When you put your best foot forward and provide a positive experience for your current customers, you’re going to get them back 90% of the time to make a repeat purchase, according to Salesforce Research. But if you don’t choose the right inbound contact center services provider, you’re more likely to turn away customers than see them come back to you time and again. Why is this important? Because it costs between five and 25 times more to attract new customers than it does to keep your old ones.
People Still Talk On Their Phones
Whether it is through a text message or any variety of communication apps available through smartphones today, people have options in how they communicate with others. But a study by Zendesk shows that more than 50% of consumers prefer to use their phone to reach out and talk to a customer service professional.
When your provider offers top-notch inbound contact center services, they’ll have well-spoken, friendly and knowledgeable communicators ready to respond to all inquiries, but they’ll also provide other means of communicating — ones that will fit the expectations of the customer.
Nearshore Contact Centers
Outsourcing contact center services outside the U.S. became popular more than two decades ago because companies realized how much money they could save, but that boon was short-lived. Whether it was waiting on hold, customers repeating questions to multiple people or having trouble with overall communication, it became apparent that the cost savings didn’t provide any value.
At Protel BPO, we’re a nearshore contact center located in Belize where the national language is English. We offer cost savings you might find with an offshore contact center, but without the downsides that so many companies experienced when they went offshore for their service. In fact, our high-quality employees embrace the same culture as Americans and have zero issues with communication inconsistencies. Furthermore, we share two time zones with the U.S.
We understand the inbound contact center services need to be customer-centric, high quality and consistent, which is why we only hire the best representatives who will put your brand in the best light. Contact us and learn more about why so many industries have reached out to us for our services.