Study after study concludes that retailers who have established a relationship with their target audience — who show them that they really care about their satisfaction — are the ones that get the return business. When you outsource to the right inbound contact center, you have an opportunity to build the kind of relationships that prove you care about your customers.
This is a similarity successful retailers share; they’re able to take being customer centric from a tenet of their company culture to something that is actively projecting outward to the target audience. And while this can be conveyed to some degree through marketing on social media platforms and in advertising, it’s best felt when a customer directly interacts with the brand.
Rather than risk losing an opportunity to establish a relationship with your customers by choosing an inferior inbound contact center to handle these interactions, bring in a dedicated entity that provides top-quality communication.
How Outsourcing Excels
In many ways, the traditional on-premise inbound contact center is set up to fail. They too often lack the management skills that employees need to thrive at their job. Turnover is high because motivation is low. There’s a lack of consistency in training and employees often don’t have the answers they need to assist customers or potential customers. When you outsource with an inbound contact center that specializes in retail, you don’t risk any of the above.
The rate at which hardware and software evolve is astounding, and it’s true when it comes to the technology used in the contact center industry. It’s an expense they absorb in an effort to stay on top of their game and ahead of the competition. In-house centers can’t compete with outsourced centers in terms of adopting the latest and greatest technology that makes them more efficient at handling calls.
Scale with Demand
There will be days when your contact center requires extra help and there will be days when less help is needed. Outsourced companies are able to keep up with this demand, which means when business is booming, your customers aren’t on extensive hold.
Retailers face huge fines when customer data is compromised. Don’t risk this pervasive problem by hiring an inferior contact center — only go with the one that has a proven track record of keeping data safe and has a strategy for disaster recovery.
Some of the best inbound contact center services for retailers are through nearshore companies that excel at communicating with consumers. At Protel BPO, our customer-centric approach to dealing with consumers has proven a valuable asset to our customers. Contact us and let’s talk about how we’ll do the same for you.