Turnover for customer service agents for many businesses has been challenging lately, which is only compounded by the difficulty of finding the right talent. There are also frustrations involved with training and onboarding new employees, only to lose them shortly after they’re done with their training. It seems like a no-win situation, but when you need customer service professionals on your side, you do have another option: a nearshore contact center.
Why Use a Nearshore Center?
The first thing most company leaders think of when planning to outsource to a nearshore contact center is cost. Nearshore companies are usually located in countries where the overhead is not as high as it is in the U.S., which means the savings are passed down to the client. The cost of living is usually lower, so the wages don’t have to be as high and there might even be some tax laws that result in additional savings.
While the cost savings are a huge perk, the real goal here is to improve customer relationships, which is what happens when customers are put in touch with skilled agents who receive good training. This offers measurable value because when a customer interacts with someone who is a good listener, shows empathy and has answers to frustrations, that customer becomes a long-time asset who is loyal to do business with the brand.
Important Tasks First
Your employees are not experts at providing customer service, which can cause difficulties for both your team members and customers. Employees are less productive and your customers are less happy because they’ve had a potentially business-ending interaction with someone who is not trained at providing customer service.
When you outsource to a contact center with highly-trained agents, your employees can attend to their specific tasks and leave customer care to the professionals.
At Protel BPO, our mission is to talk to every customer like they are a good friend. It’s a common comment we get from our clients: their customers rave about how warm and friendly our agents are. Based in Belize, our employees embrace brands and are proud to offer excellent customer service for our clients. Most of the customers think they’ve dealt with the client directly when they speak to us. Contact Protel BPO and find out more about how we dedicate ourselves to your customers.