Customer service is notorious for its high turnover rate. It ranks in the top 10 for careers with the highest churn rates, which can be a challenge for organizations working to create better relationships with their customers. If you are struggling to retain agents and are looking to improve customer experience outcomes it may be…
Meeting customer expectations continues to be a moving target, as the wants and needs of consumers evolve. It’s a challenge, but it needs to be met with intentionality or customers will leave to find a better customer experience with your competitors. One area in which most companies know they could use some improvement is in…
Making the choice to outsource your contact center needs is a big step, and there are many variables to think about. What do you look for in a partner that can take care of your customers’ needs? At Protel BPO, we know from experience what it takes to become a true partner that brings value…
What do people value most about their customer experience? They’re often looking for a unique, personalized customer experience; for others, some of the most important points to hit with your customer service include being knowledgeable, convenient, efficient and friendly. Prioritize these four areas and you’re likely to find yourself hitting the sweet spot with many…
There has never been a more opportune time to focus on how your organization provides customer service. Consumer needs have evolved and if you’re not meeting expectations on their terms, you may lose customers. A recent report titled “State of Service 2022” lays out some interesting information about what customers expect from customer service professionals,…
The first step to improving customer service is often deciding on a contact center where it will be outsourced. And nearshore contact centers, which can save a company 40 to 60% compared to domestic in-house contact centers, are an increasingly popular choice. Shamir Villanueva, operations director at Protel BPO, says one of the reasons his…
Did you know that consumers are willing to spend more money on brands that provide excellent customer service? Even if they can get something comparable from a different brand, they will increase spending with a company that values their patrons and provides quality service. Some of the best customer service being provided today comes from…
You are continuously seeking out ways to provide better customer service. From retaining great staff to empowering agents, focusing on empathy to speeding up the time to resolution, these are ways to grow loyalty and improve sales. But making it happen in your contact center isn’t easy. Find out how companies like yours are gaining…
Maybe it’s something you’ve heard about: companies in your industry are deciding to find better customer service at nearshore contact centers. When you outsource your contact center services to a qualified and trusted professional company that focuses on customer service, you’ll never regret it. Here’s why: Happier Customers It’s true for companies that outsource…
When a customer’s experience doesn’t go well, many negative effects are set in motion, not the least of which is the possible loss of that customer and the money they might have spent with your company. Recently American Express surveyed consumers to get an idea of the impact customer service has on consumers. They found…