When you offer a positive employee engagement experience, it leads to customer satisfaction. When customers are satisfied, they keep coming back. They also provide a valuable word-of-mouth service that funnels more business your way. Increasingly a way to get to this point is through partnering with a nearshore contact center.
Nearshore services have advantages outside of the time zone similarities. Top-rated nearshore contact centers have a focus on adopting the company culture of the clients they take on. This is how they’re able to achieve full engagement with the customer base.
Satisfaction on Multiple Fronts
Employees perform at higher standards when they are happy with their employment. It’s as true in a nearshore contact center as it is with your employees. Without a sense of fulfillment and purpose within their daily tasks, employees will not go above and beyond in their efforts to succeed, because there is no motivation to do so. The best nearshore contact centers, therefore, not only take care of their employees monetarily, but they also arm them with the education they need to succeed.
It’s clear when you’re on the line with a customer service agent who wants to help, one that has been empowered to do so and will communicate with a sense of warmth and friendliness. Studies show that upwards of 60% of the workforce is not engaged, but if employers would invest in employee satisfaction, engagement rates would improve. Fortunately, the best nearshore contact centers have figured this out and consistently churn out exemplary services to companies just like yours.
An occasional complaint is inevitable. Whether it’s due to a user error or just an unforeseen circumstance beyond your control, customers will need to communicate with you about a problem they’re having. They might even be upset, and letting them stew in that mindset can lead to them abandoning your brand. But when they encounter your friendly and helpful customer service representative, studies show they will maintain their loyalty.
The Belizean Connection
Some nearshore countries are English speaking, such as Belize where the national language is English. Rather than the struggle with communication issues which is a pain point for some companies that partner with offshore contact centers, the customer experience is completely positive with a contact center in Belize.
At Protel BPO, we operate out of Belize where we offer an English-speaking pool of talent, share two time zones with the lower 48 states, offer cost advantages and quality services. Contact us today and let’s talk about our contact center outsourcing strategy. Do your clients feel like they’re talking to a friend when they reach out for assistance regarding your products or services? That’s what we offer through employees who are driven by personal engagement. We love our people and they will love your customers.