Approximately eight out of ten small businesses outsource various services. One of the most important ways outsourcing is used is for customer service. To cut costs and gain access to top-quality services, many companies choose to partner with a nearshore contact center.
It’s estimated that the market for contact centers will have grown by more than $14 billion between 2020 and 2025. There are reasons why this growth is occurring and it has a lot to do with consumer expectations and the ability of outsourced professionals to meet those expectations.
Consequences of Bad Service
Consumers prefer to make purchases with companies that offer exceptional customer experiences. The consequences of ignoring these demands have also been made clear – consumers will readily leave a brand after a bad experience, even if they have had a long and seemingly loyal relationship with the company. In some cases, it only takes one misstep before the customer severs the relationship.
Consumer expectations change all the time, but a more drastic evolution occurred around the time of the pandemic. Organizations that fail to respond have felt the consequences, but all is not lost; partnering with a nearshore contact center is a step toward providing better experiences for customers.
Why Outsource?
Contact centers only have one job and that’s to make customers happy. They do that by being available at a moment’s notice, capable of delivering the exact information a customer needs and doing it with a smile. That doesn’t seem like a lot to ask, but it’s something in-house contact centers consistently fail at delivering.
The following are some of the most common reasons organizations large and small outsource to a nearshore contact center:
- Improved customer experiences
- Access to high-tech solutions
- Scalability for the busiest times
- Fast response to changing needs, such as product launches
- Save money
Establishing an in-house contact center is costly and may not add value to an organization. While outsourcing comes at an expense, it’s far less costly than in-house operations yet offers a valuable return on investment related to creating better customer relationships. These are long-term advantages that can be counted in dollars.
Why a Nearshore Contact Center?
When budgets are tight and every penny matters, saving money becomes a priority. But you also don’t want to put your customer relationships in the wrong hands. Fortunately, you can gain access to high-quality service without paying premium prices.
This is what nearshore contact centers offer. Because the overhead is low, savings can be passed on to clients like you. That’s what we offer at Protel BPO. Yes, our customers can save up to 60% on what they would spend on an in-house contact center, but our real value proposition is in the services we provide and how they positively impact customer experiences. Contact us and learn more about our services.
