Keeping your support team in-house seems to make sense, because who would know better about your company’s products and services than the people under your roof? Unfortunately, as you know, your customer support staff is usually brought in specifically for that job and may have no other experience with your company, and therefore no deep knowledge of your products and services.
What about keeping company data secure? By keeping all customer information locked down within the same environment as the company as a whole, it’s believed that there is a security advantage with the in-house system. However, you have to understand that BPO companies, particularly when you outsource to a nearshore contact center, are 100% focused on security, as any breach on their part will ruin their reputation and potentially kill their business.
The fact is that despite feeling more secure with your security safeguards, quality BPOs constantly evaluate and update their security so they can protect the data of all clients with whom they partner.
Gaining the Competitive Edge
Your company may already invest money in outsourced solutions and you may be hesitant to outsource another piece. While it costs money to outsource to a nearshore contact center, there is a lot of value in that decision for you to consider.
First, pleasing the customer is of vital concern to brands involved in every industry today. Consumer trends change from time to time and there has been a massive shift in consumer expectations related to customer service. A single bad experience with a brand can ruin a long-held relationship with a customer, which means there is no room for error anymore.
Gaining new customers is extremely expensive, which is why so many companies are invested in keeping the ones they currently have. The side effect of pleasing your current customers is that when you do a really good job of it, they are likely to talk about it, which means you gain new customers organically. It’s a win-win situation.
At Protel BPO, we’re 100% focused on pleasing customers and enhancing the relationship they have with the brands we represent. Contact us for more information about our approach to total customer satisfaction.