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…