Kevin Herrera, CEO of Protel BPO, knows that growth is an integral part of his company. Growth has allowed Protel BPO to remain competitive in the contact center industry, but it’s also answered needs among customers who are growing as well and need extra help with customer relations.
“We began with 65 seats,” he said. “There are more than 800 seats now and in the next year, we will have more than 1,000.”
Herrera says the whole idea in terms of growth is to be a specific size – large enough to offer clients the types of efficiencies and economies of scale that are required.
Protel BPO is now eyeing other cities across Belize and in two other nearby countries where new contact centers can be established.
Training Comes First
Protel BPO has been able to grow as fast as they have because of an eye for excellence that has more and more companies looking to them for managing the customer experience. They know that it is important to onboard the right people, so they have a hiring process that only accepts the best applicants.
Training is what makes the difference. Once a qualified person is brought in, they are put through comprehensive training programs that provide them with the empowering tools that build success.
Agents are taught everything there is to know about a brand, from products to services to the company culture itself. This means that once they connect with a customer, they are acting as an arm of the brand, expertly conveying information with the perfect blend of efficiency and warmth.
In addition to the excellent service provided by the team at Protel BPO, U.S.-based companies can also save money when they outsource to a nearshore provider. Belize is an English-speaking country, but the overhead is low, which means savings are passed on to the clients. The cost-savings alone can be enough to attract many brands to Protel, but it’s the quality of service that is the biggest value.
Contact Protel BPO today and find out more about how we can improve the relationships you have with your customers.