A happy customer is a long-term customer, but it doesn’t happen automatically; it takes personalized customer service to establish a great relationship between a brand and a customer. When you partner with a nearshore contact center, you get the kind of assistance that you need to turn one-time purchasers into loyal customers.
“But aren’t you in better hands with an onshore contact center?” It’s a valid question and plenty of research should go into finding a provider of customer service that will fit your needs. Ask anyone who has partnered with a quality nearshore company and they’ll tell you about the value you get. In fact, there are many advantages to partnering with a nearshore contact center, the most widely discussed being cost: You can save up to 60% of what you would spend with a domestic provider.
If cost savings were the most important aspect of outsourcing your customer services, offshore contact centers would corner the market. While offshore services look attractive because of the cost, they lack the ability to effectively communicate with your customers. There are also other issues, such as time zone differences and reliability problems. These are obstacles you don’t experience with a nearshore provider.
You need a contact center that is flexible enough to cater to your needs when you are at your busiest. For example, when call volume goes up well beyond what you experience during the slow season, you need plenty of agents at the ready so your customers aren’t on hold. A nearshore contact center has the staffing needed for these busy times. Scalability is also important for companies who want to push a marketing campaign or release a new product or service.
Communication and Cultural Similarities
Nearshore contact centers are more culturally compatible than offshore centers. For example, Belize is home to quality contact centers in part because it is an English-speaking country that shares a time zone with the U.S. The close proximity is important for reduced travel time and expenses, which is something clients of contact centers appreciate when they fly down to take part in training.
The true value of a contact center is in its ability to improve relationships with customers. There is no language barrier with nearshore contact centers, so it’s easier to have a meaningful conversation that flows organically.
Nearshore contact centers thrive when the economic and political situation is stable. Belize is a good example of a country where the overhead is low but the infrastructure is modern, including telecommunications technology that is vital to a contact center’s ability to connect to consumers easily and efficiently.
At Protel BPO, we’re a customer-centric company that prides itself on absorbing the company culture of the organizations we represent. Our agents are eager to assist customers and have been highly trained to handle any question, problem or situation your customers encounter. Contact us and let’s talk about how we can save you money while improving your relationships with your customers.