If you’ve thought about outsourcing your customer service, now is the perfect time to follow through with bringing professional communicators into the mix to promote your brand and make customers truly happy.
Nearshore contact centers are fast becoming rock stars to companies that need a boost in the way their customers are treated. How does this happen? Most U.S.-based companies that have outsourced to nearshore contact centers will tell you it’s all in the friendliness factor, as well as the training agents get to make them fully educated on whatever your customer needs.
Consumers don’t want to feel like a number to the brands they spend their money on. Consumer expectations have evolved and they want fast service, but they also demand that it be from a friendly agent who knows exactly what they’re talking about and can convey that information effectively.
Why does this level of service matter? Because not only will you retain your current customers when they receive personalized services, but almost 70% of them will spend more money with you simply because of the excellent customer service they have received.
It’s About the Training
It’s true that the best agents are those with expert communication skills, but it takes more than a good listener with an empathetic ear to make a difference in the contact center: They must also be highly educated about the brands they represent. Outsourcing your customer service to a top-notch company that focuses on developing agents through excellent education programming and ongoing training is the key to success today.
Too many on-site customer service departments miss the boat on training. They either don’t take the time to fully train their agents or don’t have the information they need to give agents the tools necessary to succeed. Rather than being able to field complex calls from customers, they’re underequipped, which leads to an unhappy customer who is now willing to jump ship and strike up a relationship with a competing brand.
At Protel BPO, we not only select the top applicants from a large pool of great candidates, but we also put our new hires through a comprehensive training program, often involving leaders from the brands we represent, and give them the tools they need to thrive at their jobs. Our agents do not hit the floor until they are fully ready to answer any and every question from our valued customers.
Furthermore, our training programs are also set up to keep our agents abreast of new products and services, so as our customers evolve, we are right there with them, never missing a step. Want to partner with Protel BPO? Contact us and let’s talk about how we can boost your bottom line by outsourcing your customer services.