There are many advantages to outsourcing your customer support. A key benefit of outsourcing is that professional contact centers are skilled in knowing what qualities to look for in an agent.
Far too often, in-house customer service departments, plagued with staffing shortages, hire people who aren’t a good fit for customer service. This often leads to employee turnover, a common problem among in-house customer service departments. The retention rate of the average in-house customer service department is notoriously low, but the opposite is true of professional contact centers.
When you partner with the right customer support center, they will have intentional hiring processes that identify the best candidate for service positions. They will have a strict protocol with interviews and testing, ensuring that the person who ends up talking to your customers will be a good representative for your brand, with excellent communication skills, including an ability to show empathy and a commitment to solving customer problems.
To say the labor market is “tight” is an understatement. Employers are having a tough time onboarding new talent and they’re also having trouble keeping talent. In-house customer service departments struggle because the talent pool is already low locally, so bringing in more help for a busy season can be nearly impossible.
Outsourced nearshore customer support professionals are not as challenged in this department because they are headquartered in an area where the talent pool runs deep. Furthermore, their retention rates are better because they know how to empower and incentivize their employees. This is something that can be challenging in a traditional, in-house contact center where budgets are tight and there may not be flexibility to offer incentives or in-depth training.
If step one is hiring the right type of person for customer support, step two must be a rigorous onboarding procedure where education and training are prioritized.
A team of happy employees is cultivated by offering the tools teams need to succeed. Success breeds success, and top-quality contact centers know how to empower their employees through education. When agents communicate with customers, they provide the information the customer is looking for and the interaction is a complete success. With consistently excellent work, employees feel fulfilled in their work and know that they really matter.
At Protel BPO, we’ve established the best training for our agents so they can act as an arm of the brands they represent. We also incentivize them and promote from within. Our agents know they are valued by Protel BPO and the clients we serve. Contact us and let’s discuss how we’ll take care of your customers.