Personalized customer service isn’t easy to come by. But having a team of empathetic, friendly and knowledgeable people at a contact center doesn’t have to be a challenge – you just need to partner with the right company. When you want to focus on your company’s core competencies while treating your customers well, outsource to a top-ranked contact center and your brand will shine.
Before you make a final decision about any contact center services provider, you will want to know what kind of return on investment (ROI) you can expect. A nearshore contact center offers similar cost savings when compared to an offshore provider, but there are more benefits to using a nearshore contact center.
It isn’t all about money. While partnering with a nearshore contact center may save you up to 40-60% compared to an in-house center, ROI can be calculated in other ways, such as the customer experience. When the customer service professionals at a contact center make a good impression on your customers, this becomes a long-term gain because a happy customer will remain loyal to the brands that treat them right.
Matching Your Culture
There’s a misperception that if you have an in-house contact center, the people working there automatically absorb the company culture, but this is not always the case. It is not about location, but about training. A well-trained agent will act with empathy towards your customer, represent your company goals well and truly act as an extension of your company.
When you outsource to a high-quality contact center, their goal is to offer seamless services, so even if the contact center is hours away from your facility, the people working there will have gone through a comprehensive training program, perhaps including officials from your company, so that the culture is represented. This level of consistency makes a difference in the opinions of the customers and it shows in their return business.
Outsource to a Nearshore Contact Center
While the objective is not solely to save money, the financial aspect is important and this is where nearshore contact centers can become an attractive option. Low overhead means savings are passed down to the customer. But low overhead doesn’t mean low performance.
At Protel BPO, we’re 100% focused on providing value, not just in terms of cost, but also in terms of customer service. Our clients tell us that their customers feel like they’ve conversed with a friend after speaking to our customer service professionals.
Want to learn more about our methods? Contact us and let’s talk about our extensive training programs, our proximity to major U.S. cities and our ability to save you big money compared to what you would spend domestically for similar services.