Operational excellence is not something that is accomplished and then checked off a list, never to be considered again; it’s an ongoing task that a company must intentionally pursue. At Protel BPO, a priority is placed on operational excellence, which is part of the reason so many of our clients stay loyal to us and why so many more are eager to partner with us.
Contact centers have a habit of making the same promise: High quality at low cost. Those are strong selling points and something nearshore contact centers like ours offer. Our rates are so competitive that we have consistently provided a 40% to 60% savings for companies over domestic in-house operations. And while cost savings are important, it’s our high-quality interactions with customers that provides the true value.
Growth in the Industry
Protel BPO began as a 65-seat contact center, but the company is fast approaching 1,000 seats. The steady evolution has allowed us to comfortably expand without growing pains, but the biggest perk of that growth is that we can bring efficiencies and economies of scale to our customers who have fluctuating needs.
Importance of Employees
What Protel BPO shares with other successful companies is that the foundation of that success is rooted in our employees. “The employees define who we are as a company,” is a common phrase from leadership at Protel BPO. A significant investment is made in employee training and in providing them with the telecommunications tools they need to thrive.
Creating opportunities for Belizeans is also high on our list of goals. The residents are naturally warm and friendly, so there is a large pool of qualified prospects from which to choose. Every applicant is carefully vetted to ensure they have what it takes to effectively communicate with our clients’ customers. Once they are hired, we begin to instill confidence in them and offer incentives that help breed success.
Cilene Jacobs said Protel BPO gave her the opportunity for a career just after she had graduated from high school.
“I believe that I excel so much because they believe in me,” she said. “I know the information and I know the leadership has faith, and that is the reason why I step out of my comfort zone and I am who I am right now – promoted to a team leader.”
Advancing the Relationship
With so much training behind every employee, they are fully informed about the brands they represent, which means they can answer any question and solve any problem a customer has. This results in a stronger bond and prolonged business relationship. Learn more about our process by contacting us today.