It’s time to rethink your approach to customer service. Recent marketing surveys have revealed a sea of change in consumers, the bulk of whom say a single bad experience with a brand will send them packing. That’s why outsourcing your customer service to a trusted contact center makes so much sense right now.
The pandemic increased the expectations that customers have for customer service. Consumers want to feel connected with the brands they choose. They want more than a simple exchange of payment for goods or services; they want a good customer experience.
“Good” Customer Service
What defines a good customer experience? It includes communicating with someone who is friendly, empathetic, a good listener and ready with the information that can help the consumer. This means the representatives you have engaging with your customers need to be excellent communicators who are well informed, and this is what you can experience while outsourcing your customer service to quality contact centers.
The Side Effects of Bad Service
Customer service failures come in all shapes and sizes. Sometimes it’s long hold times and in other situations, the customer has been rerouted to so many different people they give up. Some consumers want help instantly with a small issue that can be handled through a simple bot on a company website, yet they don’t get that option. Some customers are connected with a representative who hasn’t been trained properly and can’t answer questions or offers inaccurate information.
One side effect is that the customer becomes frustrated and may decide to spend their money elsewhere. A second side effect is that an upset customer is far more willing to share their experience than people who have received excellent customer service. Some will tell their friends, family and co-workers about it, while others will go online and share their bad reviews to a much wider audience.
When you partner with a trusted contact center to handle your customer service needs, they are able to deliver the experience your customers want. At Protel BPO, we’re a nearshore contact center based in Belize where we have access to a pool of friendly, warm people who are excited to interact with customers who need assistance.
The key to our services is that we take training seriously. We’ve established a hiring process that identifies the best candidates for the job, then we put them through education programs that prepare them for anything a customer could need. English is the official language of Belize, so there are no communication issues and we’ve also completely embraced American culture. If you’re thinking about outsourcing your customer service, contact us and find out more about how we bring premium contact center services without the premium price.