When consumers interact with a customer service representative and come away from it feeling more like they’ve encountered customer disservice, the results are fairly consistent: they go elsewhere to do business. To prevent this situation in your organization, consider outsourcing your contact center services.
It’s unfortunate that almost 80% of organizations think they’re offering “world-class” customer service, but only 8% of their customers agree. CDI reported in a customer service study that 79% of customers who receive bad customer service will tell others about it, which leads to a tarnished reputation. Among that 79% of people, nearly 90% of them will move on to a competitor to do business. This should be evidence enough to spur company leadership to invest more into finding quality customer care.
Outsourcing Your Contact Center
In-house contact centers often fall to people who don’t have the experience necessary to manage a high-functioning service, nor do they know what to look for in new hires who are qualified for this type of work. Time and again, company leaders are urged to seek outside help from professionals who make contact center work their full-time profession.
Specialized contact centers are able to pull from a pool of qualified applicants, educate them so they are completely prepared for the first day talking with customers and are provided with oversight to give them guidance when needed. Many also have highly talented oversight teams that will observe and reward positive results accordingly. In fact, some of the best contact centers will provide their employees a point system that allows them to promote from within. This is a method that facilitates empowering individuals, giving them even more motivation to improve upon their customer service skills.
Nearshore Advantages
Belize is a nearshore country that is known for offering exemplary contact center services. For example, at Protel BPO, we’re based in Belize where the national language is English, so there are no language barriers to deal with in our employees. They’ve adopted the American culture and can easily adopt the company culture for the client they’re handling.
At Protel BPO, culture is extremely important. We’ve established a company culture that proves we truly care about our employees, so they’ll care about your customers. Belizeans are known for their warmth and friendliness — these characteristics are built into the culture, so we’re already ahead of the pack in that regard. If you’re looking for lower-cost customer services solutions without sacrificing quality and value, contact us and let’s talk about how we can help you.
