If there is one thing the hospitality industry requires, it’s quality interactions between customer and host. Customer needs can occur at any time, which means it takes a highly-attentive customer service mechanism that is always at the ready. What more and more companies in the hospitality industry realize is that outsourced customer service is the way to go.
Whether it’s a restaurant, motel, hotel, or a bed and breakfast, there is an expectation of service and friendliness with every interaction between company representatives and guests. The most prudent approach to ensuring this happens is to outsource customer service to a professional.
An Extension of Your Brand
Your company culture is apparent in everything you do, from your marketing to your décor, your social media presence to your paid advertising. It only makes sense that your outsourced customer service provider embraces your brand and be an extension of your company culture. The best chance you have of achieving this is through outsourced customer service.
In a perfect scenario, your company would be busy during all seasons, but this isn’t always the case with the hospitality industry. Some seasons are simply more robust than others, which means your customer service calls are going to be heavy at times and light during others. Rather than have to deal with the fluctuations in staffing, your outsourced customer service provider will deal with the ebb and flow.
In a situation where a company has decided to set up an in-house contact center, staffing concerns are a major issue. First, most in-house attempts fail to nail down the hiring process; they bring in the wrong people for the job, which is a waste of time and money and can lead to bad communication with your valued customers who are inclined to dump your brand after only one bad call.
An outsourced contact center, however, knows what to look for in new hires. They know how to train them and how to help them embrace your company culture. Furthermore, the best contact centers have the flexibility to handle your busiest days, weeks and months when the call volume is high.
Everyone’s looking for quality, but they’re also seeking out the best fit for their budget. By contracting with a nearshore contact center, you get both.
Nearshore operations, like Protel BPO, a Belizean-based contact center, don’t have the same overhead as U.S.-based contact centers, so we can pass those cost savings to our clients. But at Protel BPO, we feel we have another advantage – our dedicated staff of expert communicators. It’s what separates what we do from our competitors. Our employees offer a sense of warmth while also completely embracing the company cultures for the clients we serve. Contact us and find out more about how we offer premium services without the premium price tag.