What’s the key to delivering excellent customer service? There is no magic, one-size-fits-all solution. Each company requires a unique approach to caring for its customers, but a common quality all successful companies share is a focus on empathy. Maybe there have been many times in your life when you reached out to customer support with…
Language is a powerful tool in customer service; the choice of positive or negative words can significantly affect the quality of service and influence customer loyalty. Inbound call centers and contact centers are key touchpoints for customers, and the words service representatives choose have a profound impact. Positive language helps to create an environment of…
In the realm of customer service, the experience of the consumer has taken center stage as businesses seek to enhance customer relationships and secure a solid return on investment. Outsourcing customer service, particularly to nearshore contact center vendors, has become a prominent strategy to manage inbound contact centers without compromising the quality of service. This…
Consumers today expect excellent service when reaching out to the brands with which they spend their money. When a customer experience is at its best, it’s because the customer’s wants and needs are already known by the customer service professional. They’ve done their homework and are ready to listen, offer information and give the customers…
Most people have a bad customer service story. Maybe it was an unbearably long hold time followed by a brief interaction with an agent who couldn’t resolve the problem. Perhaps it came at a time when you were stressed out and the agent trying to help you showed no recognition of the emotions you were…
When customer service representatives leave their posts in droves, companies lose money and customers get less-than-optimal service. Unfortunately, the customer service industry is notorious for its turnover rate. Nailing down the reasons for such high employee attrition is difficult, as every company’s experience can differ, but one of the common themes is that employees are…
Labor shortages have hit just about every industry. Among the more persistent problems this causes is that customers feel their needs aren’t being met by the brands they spend their hard-earned money with. Fortunately, there’s a customer service solution available. According to the U.S. Chamber of Commerce, the retail trade industry is experiencing a “quit…
With so many artificial intelligence-generated customer service tools available today, companies small and large are taking advantage of technological improvement so they can better connect with customers on their terms. But failing to offer the human-based element will alienate a large portion of your audience that requires more than what a chatbot can offer. It’s…
Business leaders don’t rise to high positions by making irrational decisions – they take measured steps that are planned and well-considered that yield positive outcomes. Outsourcing plays a big part in those successes, and it can be used to gain access to everything from IT solutions to customer service support. At Protel BPO, we know…
Outsourcing is the norm today. From sales to IT management, seeking out qualified individuals to handle specific aspects of day-to-day work is the smart way to grow a business. Increasingly, companies in many industries are outsourcing contact center assistance for their customer service needs. If improving the customer experience is something you’re considering, you’re in…
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…
If you’ve kept up with customer service thought leaders in the last couple of years, you know that consumer expectations have evolved. The average customer expects more out of the brands they do business with, but what does that mean for your business? Keeping up on trends involving customer expectations might take time out of…
One of the most widely recognized criticisms about the customer service industry, particularly in jobs related to contact centers, is the turnover rate. For those experiencing a 40% attrition rate, that’s something to be celebrated because that represents the best-case scenario. Therefore, before partnering with a contact center, it’s important to ask crucial questions about…
Consumer preferences change; they always have and always will, but it is important as a business leader to monitor these changes so you can stay on track with your level of service and provide a great customer experience. What’s changed recently, mostly in the last three years, is consumers choosing to do business with companies…
There are many advantages to outsourcing your customer support. A key benefit of outsourcing is that professional contact centers are skilled in knowing what qualities to look for in an agent. Far too often, in-house customer service departments, plagued with staffing shortages, hire people who aren’t a good fit for customer service. This often leads…
Excellence is something that all top-performing companies accept as integral in the strategy for keeping up with and potentially surpassing their competition. It is key for operational excellence to be ingrained in the company culture, particularly at contact centers where the importance of providing quality customer care has never been more important. Lowering Attrition Rates…
Quality interactions between customer service agents and the consumer don’t happen by chance. It takes an intensive training program and the right work atmosphere for an employee to gain the tools they need to provide valuable service. Outsourcing these services to a high-quality contact center is one of the best ways to achieve better customer…
Keeping consumers happy is not an easy task today, but it doesn’t have to be something that falls squarely on your shoulders. Outsourcing your customer service needs is fast becoming the best way to keep up with consumer demands, and it’s something we are committed to bringing excellence to at Protel BPO. Whether you’re growing…
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…
The need to stay within a budget can inform many decisions leaders make at companies. When you partner with a nearshore contact center, the cost savings are measurable, but the true value you find is in improved customer service. Building Strong Relationships The key to any company’s success is return business, and this only happens…
Can a nearshore contact center really boost customer satisfaction while saving money? If you partner with the right company, the answer is yes. But it can be challenging to identify the right contact center services partner. Organizations that have outsourced to nearshore contact centers have found that it all boils down to training, employee empowerment,…
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…
If there is one overarching complicating factor in the customer experience, it’s the lack of qualified customer service representatives available to assist consumers of all types. And it’s no wonder: the attrition rate for in-house contact centers is 35 to 40%. If you factor in the first 90 days of employment, the attrition rate increases…
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…
Nearshore contact centers are increasingly a top choice for companies looking to outsource their customer service. Cost savings and quality outcomes are part of the draw for nearshore contact centers, but another appealing benefit is the warmth and communication skills of the agents. When you partner with a nearshore contact center, you’re getting an immediate…
There are several tell-tale signs that you need a customer service improvement. Some companies notice it when their social media engagement is lacking. Others experience problems nurturing leads while others see glaring shortfalls in account-based marketing. These are all signs that you need to outsource your contact center for more consistent and improved customer engagement.…
Excellent communication is the core qualification for customer service agents. For most organizations that strive to personalize their interactions with customers, this means having representatives who are empathetic, good listeners, knowledgeable and kind. What may be a more surprising trait of every successful customer service agent is that they are happy in their job.…
It’s time to rethink your approach to customer service. Recent marketing surveys have revealed a sea of change in consumers, the bulk of whom say a single bad experience with a brand will send them packing. That’s why outsourcing your customer service to a trusted contact center makes so much sense right now. The pandemic…
Are you having staffing issues? Employers in just about every industry are having problems finding workers. If that is the case for you, your customer service needs can be met through a nearshore contact center. Many people are attracted to cost savings associated with nearshore services, but the value runs much deeper than dollars alone.…
Designing a personalized, enjoyable customer experience has become a competitive differentiator for companies. SuperOffice, a CRM company, recently surveyed nearly 2,000 companies to ask them about their customer experience strategies and thoughts for the future. They found that businesses had three major priorities looking ahead to the next five years. Pricing and product were two…