When a machine is well-oiled, there is little you need to do but supervise. A thriving call center BPO company should provide excellent customer service, and be able to create a secure connection between the brand and its clients. We are listing here ten things that set successful BPO companies apart.
A great BPO call center should be well-located: the center should be in a place where the culture is similar to the site where the business is from; this cultural affinity makes the site easier to manage and creates a better understanding between operator and customer.
2. A Strong Team
The people within the call center should be highly skilled associates with a record of resolving severe customer service issues. Countries like Mexico are full of well-studied individuals looking for a challenge, and a place to show their customer service skills.
3. A Strong IT Infrastructure
Having the right systems functioning in a call center can propel it to being a great business generator. When the team has access to all the tools they need to succeed, they are happy, and most importantly, customers are too.
A thriving BPO call center is one that is well managed. Managers can use software to keep track of tasks completed by operators, issues resolved, and much more. Having a center that is well located will eliminate time zone differences that can affect proper management.
5. Creates Brand Awareness
The team behind the phone should be helping build brand awareness with each call. Customers should be reminded that the excellent customer service that they are receiving comes from a company that cares to make a connection.
6. Great Feedback
A thriving BPO call center is continually receiving and monitoring its feedback. Areas of improvement should be noted both by the team and upper management as well. By knowing what needs to be worked on the path to success is opened.
7. Is Responsive
A thriving BPO contact center should be responsive to calls, and the hold times should not be excessive. Staffing well plays a significant role in the response time of a center, and it is up to management to ensure things are running smoothly.
8. Is Cost-Effective
A BPO call center should be cost-effective. Taking a close look at the economy of the country where it is based, and what type of deal is struck with the company determines the overall cost of operations. When operation costs can be kept low, profits tend to increase.
9. Is Available
Maintaining a proper schedule that allows customers to voice their concerns throughout the day is crucial to the success of any BPO call center. Nearshore call centers, such as those near the border between the US and Mexico, are typically in the same or within similar time zones so there is little to no lag in the response time to customers.
10. Excellent Customer Service
If all of the above steps are followed, then you have a BPO call center that is delivering exceptional customer service, which as the end of the day is the name of the game. If your company is providing excellent customer service, you are creating a stronger bond with your customers and growing your business.
Do you want to work with a thriving BPO call and contact center? You can call NextDoor Solutions at (619) 400 4177 and inquire about opportunities to join the movement toward a better business. Their nearshore call centers in Tijuana, Mexico are changing the way North American companies approach customer service, and we are proud to be a part of the campaign.