The first step to improving customer service is often deciding on a contact center where it will be outsourced. And nearshore contact centers, which can save a company 40 to 60% compared to domestic in-house contact centers, are an increasingly popular choice.
Shamir Villanueva, operations director at Protel BPO, says one of the reasons his company has gained so much attention from U.S.-based companies is that Belize isn’t far from the U.S. and clients can get there easily to take part in the training of Protel agents.
“We are not far from several major cities in the United States,” he said, adding that a flight from Miami is only two hours.
And while geographical convenience is nice, Protel BPO is more known for the rapport that is established with clients.
“We’re really involved and we’re really knowledgeable,” Villanueva said. “We can build that rapport, that conversation, with anybody, and they will feel at home. I think that is the key for great customer service – that they feel like they’re somewhere comfortable and they will give that trust to us.”
Because Belize is an English-speaking country, there are no challenges with a language barrier that many offshore contact centers encounter with their clients’ customer base. Belize is in tune with American culture, as many of the top television shows viewed in Belize are the same programs that Americans favor.
Belize has a robust infrastructure and a stable political climate, which also makes it attractive to American-based companies.
“The culture here is very warm, welcoming and presenting,” Villanueva said. “Tourism is popular here, so the residents are naturally inviting. So, that comes naturally to us. We welcome everybody.”
Villanueva said Protel BPO places a high priority on educating agents so they know how to assist customers with every problem. When good training is paired with a strong work ethic, companies that are represented by Protel are on track to see their customer satisfaction scores improve drastically.
“We want to make a big splash,” Villanueva said. “You’ll see that dedication from us all the time.”
Protel BPO also takes an individual approach to client-customer relationship management. In fact, we basically become an arm of the companies we represent, as there is a seamless quality related to the fact that agents completely buy into the company culture of our clients.
“We provide a unique and customized experience from the initial greeting to designing offers and sourcing teams that cater to your interests,” he said.
Let’s talk and get to know more about each other and establish some customer service goals that will improve your bottom line.