Retaining customers has always been important, but when the economy suffers, retention becomes a top priority. What’s the best way to keep customers coming back? The answer is quality customer service.
Forrester, a research and consulting company, recently released its report on customer service megatrends hitting companies struggling in the current pandemic-ladened environment. In short, Forrester deduces that success depends on “how well and how fast you respond” to customers.
Forrester’s report addresses improvements that can be made through implementing technology, such as digital channels and artificial intelligence, which the report says can “fuel customer service transformation.” And while it is certainly true that contact centers with the latest modern hardware and software have the tools required to succeed, they also need to focus on the human element, which includes the expertise to provide superior customer experience on a personal level.
The findings in the report back up this theory, as it mentions the need for agents who can engage closely with customers to resolve complex issues. The “trust” factor is mentioned because it serves as the base for any good relationship. When a customer needs to talk to a company representative, how confident are you that they’re being attended to by a person who has the skill set to establish that high level of trust?
Outsourced customer service has long been established as the preferred method, simply because outsourcing is the best way to save money while having professional communication experts conversing with your customers. While offshore contact centers are usually the most “affordable” option, the services can’t match those of a nearshore contact center that is closer to your headquarters, shares time zones and have a more compatible culture known for its easy communication style.
Nearshore contact centers have gained a reputation for excellence, which can’t happen without a group of dedicated and high-educated agents with neutral accents. The best nearshore centers establish hiring practices that ensure they get the right people for the job.
One of the most powerful communication skills is the ability to listen. When a customer calls in with a problem, they must be fully understood, asked the right questions and given the correct answers to resolve complex issues. This is something high-quality contact center representatives can do.
At Protel BPO, we become partners with our customers. Our representatives buy into the company culture of the organizations we work with, become completely familiar with all products and services, know how to communicate with your unique customer base and can provide seamless customer experiences.
Protel BPO is fully committed to our employees so they’ll be fully committed to your customers. As a nearshore operation, we’re able to save you money while delivering premium services. Contact us and find out more about our approach to providing a quality customer experience.