It takes five good customer experiences to offset one bad experience, but that’s only happening when a customer actually stays around after that bad experience. It’s easy to see how important it is to provide quality customer services at all times and to have a better chance at doing that, outsourcing your contact center could be the key.
Achieving high retention rates is a priority for successful companies. When you develop a quality product/service and the customer is happy with it, you get loyal customers. But what about the times a potential or current customer has a question? What if something goes wrong with an order and they need to reach out to you? When you outsource your contact center, you have access to the kind of expertise that will make that interaction a positive one.
A contact center can become an extension of your brand. Your company culture is reflected in everything they do, which is important for consistency’s sake. When your customers interact with agents at a contact center, they need to feel like they are connecting to your brand, and this can’t happen when a contact center doesn’t absorb everything they can about your products, services and your culture as a whole.
Top-quality contact centers have strong education programs, which gives the agents the tools they need to succeed. This may not happen with an in-house contact center.
A quality contact center has happy employees. Employees don’t get that way by accident – they’re often empowered by their managers and team leaders and approach their jobs with a sense of purpose and meaning. This is the sign of a dynamic workplace environment where decisions are sometimes made “from the bottom up.” Rather than be micromanaged, empowered agents take actions to ensure the customer is informed, assisted and pleased.
One of the biggest fears about outsourcing is related to cost. Offshore contact centers offer rates that are more affordable than establishing an in-house service, but the disadvantage is that the customer service isn’t always very good. There are many reasons why the communication fails, but much of it is due to a language gap.
With a nearshore contact center, the agents are steeped in western culture and have neutral accents, which is valuable for customer interactions. The cost factor is also a plus with a nearshore contact center.
At Protel BPO, we’re a nearshore company located in Belize where English is the official national language. We are completely focused on the customer experience and success, which we are able to achieve because our agents convey a sense of warmth and truly care about helping your customers. Contact us and find out more about how our partners succeed with us.