Striving to fit the label of a “customer-centric company” is on the minds of most business leaders hoping to improve the reputation of their brands. The best way to achieve a customer-centric reputation is by providing high-quality customer service. By outsourcing your contact center services, you can achieve this goal at a quick pace.
If you’ve spent any time researching contact centers, you know there are so many to choose from that selecting one can seem daunting. It doesn’t have to be. Check out the following tips and you can make an informed decision that will end up improving your customer satisfaction stats.
Experience in Your Industry
The best contact center for your organization will be one that has dealt with your industry almost exclusively. You can significantly narrow your search if you take this into account at the onset of your search. Contact centers with experience in your industry will have you hitting the ground running and experiencing little to no issues with the learning curve because they already know your customers’ demographics, needs and concerns.
Quality contact centers do more than just train their representatives — they educate them through programs that get them up to speed on all your products or services and how to address any issue a customer might have with them. As you narrow down your list of potential contact centers to partner with, make sure they all have robust education programs.
Be sure to ask your potential contact center partners about their hiring process and their retention rate. The ones that don’t have insights that clue them in to what makes applicants a good match for this kind of work will have poor retention rates. The ones that do it right identify the aptitude in applicants who are a good match and reject those who will likely fail, which means they are probably offering poor customer services, which is a fast way to lose customers.
Should your customer service needs blow up, can your contact center handle the calls? Be sure to hire a partner that has the staff on hand that will prevent your customers from being on hold for too long.
Offshore contact center services come at a bargain basement cost, but they are also notorious for offering less-than-stellar customer service. As you look into pricing, you may decide domestic contact centers are out of your budget. Take advantage of the value found in a nearshore contact center where you will share time zones, yet not pay beyond your means.
At Protel BPO, we’re a nearshore contact center located in Belize where the population is known for their friendliness and has fully adopted Western culture. Our representatives are highly educated individuals with a passion for providing exemplary customer services. Contact us today and let’s discuss the nearshore advantage.