Company culture has become a priority for business leaders and rightly so. It’s a reflection of your brand’s identity and values, and it directly influences the interactions your employees have with customers. Satisfied employees can focus on the customer’s needs, while disgruntled employees are distracted by their own concerns. So, the big question is: Are the contact center employees providing service to your customers happy?
Everything else about a customer’s purchase experience with your company can be exceptional, but the moment a customer encounters an unhappy contact center employee, the results can be devastating. Given the complexities involved with operating a contact center, you will get better results by outsourcing yours.
Customer Facing and on the Front Line
Aside from your website and perhaps your social media marketing content, your customers’ only interaction with your company might be through your contact center. This means that their opinion of your brand can be heavily influenced by what occurs there. It is for this reason that your contact center employees must be customer-centric in everything they do.
Why Outsourcing Matters
The simple fact of the matter is that managing an in-house contact center is not an easy process and it takes substantial time, energy and dedication to get it right. Unless you’re a massive corporation, you probably lack the resources to pull this off on your own, which is why outsourcing makes perfect sense.
The common worry about outsourcing is that you can’t influence the company culture of your chosen third-party contact center. But consider this: highly reputable contact centers only survive when they take employee happiness into account because the consistently bad experiences that result from disgruntled employees will crush their business.
The best contact centers offer the training employees need to have confidence in what they do, allowing them to handle customer issues quickly and efficiently. They have a level of consistency that lesser contact centers can’t match. The employees are compensated for their abilities and they feel a sense of empowerment, which are two huge components of company culture that today’s workforce seeks out in an employer.
Partner with the Best
At Protel BPO, we invest in our people and provide career opportunities through a guided career path. In fact, our management positions are filled by employees who have worked their way up. Our people and our company culture are what make us different from other outsourced contact centers. But just because we offer premium services doesn’t mean our clients pay a premium. Our competitively-priced rates save our customers 40% to 60% over domestic in-house operations. If you’re looking for a contact center staffed with happy, professional people, contact Protel BPO today.