Are you thinking about outsourcing your inbound contact center services but aren’t yet convinced that it’s the right move for your brand?
Aside from your social media presence, most customers will only have interactions with your brand through your customer service representatives, which means you can’t take any risks on poor interactions. This is particularly important today because consumer behaviors have drastically changed in the last couple of years, most notably in their reaction to poor service: when they experience it with one brand, they jump to another very quickly.
Consider the impact poor customer service could have on your brand, along with the benefits other companies have experienced by outsourcing.
The Value of Outsourcing
Most companies are looking to save money where they can, so many are persuaded by the cost savings aspect of outsourcing your inbound contact center services. You’re saving money in many ways, including on the infrastructure it takes to outfit a high-quality contact center. Hiring, training and physical space (real estate) are also big-ticket items that can put a dent in your budget. When you outsource, none of these expenditures are your responsibility.
The real value in outsourcing, however, is in the positive customer interactions you get with a quality contact center. When a customer comes away from a positive interaction, it boosts your brand’s reputation and leads to more business and long-term loyalty.
Training is the difference between a high-functioning contact center and one that fails to assist customers effectively. When a customer service professional receives the right training, they are equipped with everything they need to improve customer relationships. Furthermore, the best contact centers know what to look for in applicants, which means they hire people who have a passion for assisting others.
When a friendly and knowledgeable agent communicates with your customers, the results speak for themselves. Not only is your customer walking away with all their questions answered and concerns met, but they also have a higher opinion of your brand and develop a stronger sense of loyalty. This results in return business.
Not all contact centers are created equal. The rush to adopt offshore contact center services years ago didn’t offer many companies what they were looking for. The price was right but the quality wasn’t meeting their standards. At Protel BPO, we’re a nearshore contact center where the price is good, but the services are even better.
We succeed due to our approach to offering personalized services that really connect with consumers. Our agents are highly trained, empowered and successful in their positions as customer relationship experts. Partner with us and realize the advantages you can get through a nearshore contact center.