NOWADAYS it isn’t enough to come up with a great product or service. While unique selling points are vital and while excellent marketing strategies give brands a leg up in the global marketplace, we find that even these don’t cut it in today’s fast-paced and ever-changing customer preferences.
Looking into 2023, the most important requisite to gaining customer loyalty is CX or Customer Experience. CX refers to the overall perception a customer has of a company or brand, based on all interactions they have had with the company, including pre-purchase research, purchase, and post-purchase support and engagement. The goal of CX management is to optimize the customer experience in order to drive customer loyalty and increase business success.
Simply put, customers aren’t just looking for a well-made, defect-free product. They want efficient after-sales service, after-sales service that isn’t hard to access, a company that shows genuine concern for customers, and even a brand that helps save the environment or is involved in some advocacy.
If that sounds like perfection, then it’s best to believe that people now want “perfect”. Impossible?
Not at all. Many global brands have embarked on this kind of “perfection” via teaming up with a business process outsourcing center to closely interact with their clients.
Back to basics…
Global companies need to carefully select their partner business process outsourcing (BPO) center because the success of the partnership can have a significant impact on the company’s operations and bottom line.
Your choice BPO center will be responsible for handling important business functions, such as customer service, data entry, and accounting, and a poor selection can result in poor service, increased costs, and damage to the company’s reputation.
By carefully researching and selecting a reputable, experienced BPO center with a track record of success, global companies can ensure that their business functions are being handled efficiently and effectively. They can be assured that their customers are taken care of and even potential ones are constantly engaged to convert them into loyal advocates
To start, a good BPO partner must have:
Quality customer service: The contact center should provide excellent customer service, with agents who are friendly, knowledgeable, and able to resolve customer issues quickly and effectively.
Scalability: The contact center should be able to scale up or down to meet the changing needs of the business and ensure that customer demand is always met.
Quality management: The contact center should have effective quality management processes in place to monitor and improve the quality of customer interactions and ensure that agents are meeting performance standards.
Multi-channel support: The contact center should provide support through multiple channels, such as phone, email, chat, and social media, to meet the diverse needs of customers.
Automation and self-service: The contact center should provide automated and self-service options, such as IVR and chatbots, to help customers quickly and easily get the information they need.
Reporting and analytics: The contact center should provide detailed reporting and analytics on customer interactions, which can be used to identify areas for improvement and inform strategic decisions.
Employee engagement: The contact center should have an effective employee engagement program to ensure that agents are motivated and engaged, which will lead to better customer service.
Data security: The contact center should have robust data security practices in place to protect customer data and ensure compliance with relevant regulations.
By possessing these characteristics, a good contact center can help a company improve its customer service, increase customer satisfaction, and drive business growth. Your partner makes a difference. Team up with a BPO known for dedicated support teams. Find those who have higher retention and customer satisfaction rates, including those who offer continuous training so that employees are aligned with technology upgrades and customer preferences.
Talk to us. NEARSOL global businesses do EVEN BETTER!
NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2011 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition, a global accreditation that tells stakeholders what employees think of the company culture.
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