There is a lot of information consumers can access online to get what they need to make informed buying decisions. They also have many communication options, such as chat or email to remedy an issue they’re having with a current product or service. But there is nothing like interpersonal communication in developing more well-rounded relationships with customers. That’s why Protel BPO excels at service across many different industries.
Yes, your website is your hub of information – it may even feature automated chatbots that are capable of providing quick and easy answers to consumer questions, but what about the times when the issues are a little more complex? From text to email, contact centers offer a variety of methods through which consumers can make queries and get answers, but for the more complex issues, nothing is as effective as communicating with a knowledgeable customer service agent.
Quality Matters
An agent can’t assist customers without the right training. The best contact centers put their agents through a rigorous program to ensure they have all the answers they need to any possible consumer question.
At Protel BPO, we go the extra mile to include our clients in shaping the educational programming if they so desire. Whether it’s introducing a new client to our agents or launching a new product or service, our approach to education is part of the reason so many brands trust us as a partner in developing better relationships with their valuable customers.
Personalizing
The best customer experiences are those that include a genuine conversation. When a customer is connected to a quality agent, they are speaking with someone who is empathetic, a good listener and eager to assist. This leads to a shared experience that is of value to the customer, because if there is one thing consumers demand now more than ever, it’s being made to feel like they are more than just a number to the companies they spend their money with.
Hiring the right people is a great start because not everyone is equipped with the personality or capacity for effective conversation. At Protel BPO, we know what to look for in candidates for customer service positions and we also know how to make sure they are personable and effective at connecting with customers.
Choosing the Right Contact Center
Protel BPO is a nearshore contact center based in Belize. We’re committed to creating a bond between your customers and your brand. Contact us and get more information about our approach to education, embracing your company culture and delivering excellence.