Nearshore contact centers are increasingly a top choice for companies looking to outsource their customer service. Cost savings and quality outcomes are part of the draw for nearshore contact centers, but another appealing benefit is the warmth and communication skills of the agents. When you partner with a nearshore contact center, you’re getting an immediate advantage.
One of the fastest growing nearshore contact center service regions is located in Belize. While the citizens of Belize have the reputation for warmth, creating that in a workplace still takes intentionality. When customer service agents aren’t happy, that attitude spills over to the customer. Conversely, when they are happy, the customer can tell and the interactions are not only helpful and pleasant, they are also overwhelmingly positive.
But what makes an employee happy? It comes down to a few basic but highly important items. First, they have to be trained to do their jobs well. When they have the tools to succeed, employees are immediately encouraged. Next comes compensation. Are they paid a fair wage? Do they have the possibility of upward mobility? Employees need to know they’re working for an employer that values their need to rise to higher positions. At Protel BPO we understand this and have many practices in place to ensure our team feels valued and equipped to do their job well.
When you partner with the right nearshore contact center, you get a team of motivated and engaged people who are detail-oriented and immersed in the brand they’re representing, which includes buying into the company culture. When all these factors are prioritized, the interaction between service agent and customer can be a positive experience, even if the reason for the call was something negative.
Studies show that a positive interaction with a customer service professional can turn a negative situation into a positive experience. Even if the customer was ready to stop doing business with a brand, a great agent can redeem the conversation, impress the customer and even end up increasing brand loyalty. This is only possible when an agent is empowered, properly trained and motivated.
At Protel BPO, we incentivize our agents with rewards and an awareness that promotions from within are the norm. We value educating our employees, too. We offer a program called “Brand Camp,” which is an immersive approach to training that prepares them to become an extension of the brand they represent. As our CEO, Kevin Herrera says, “Happy employees equipped with the right incentives and training provide the very best in contact center services.”
Contact us and learn more about what we offer.