To stay competitive in the industry and keep offering excellent service to your customers, you should not forget to keep investing in improving your contact center operation.
There are many things you can invest in, from systems to equipment. However, it would help determine your company's stage and what is the more immediate necessity. As a quick guide for your investments, here we provide you some ideas on what you should consider in your budget.
Agent Motivation
Your agents should always be the priority. They are the voice of your company and the ones that have direct communication with your customers. We never get tired of reminding you that customer satisfaction requires employee satisfaction. Invest in a promising career program with special bonuses and incentives, integrate tools that will make the job easier, simplify their tasks, and boost their performance. Additionally, do not forget those unique details that make them feel appreciated, such as recognition diplomas, gifts, and events.
Digitalization
Technology is one of the primary investments contact centers make occasionally. It is crucial to stay competitive and improve your service. This time the digitalization of your internal and external processes should be part of your priorities. With the increase of Work-From-Home agents and e-commerce, the need to be digital and online tools for procedures done onsite. Online training, HR documentation, IT chat support are just some of the processes you can invest in improving.
Nearshore
2020 stood out financially for increasing margins for specific sectors like Fintech, while other sectors like Hospitality or Entertainment took a hit. Nonetheless, Nearshore services are an excellent solution for all sectors.
A nearshore contact center allows cost reduction and increases agent capacity due to labor costs and a vast recruitment pool in Nearshore countries like Mexico. The main reason why we recommend Nearshore and not Offshore is because of the quality of the service. Nearshore call centers possess a premium bilingual capability with native-English level and cultural alignment, improving the agent-customer interaction.
Your contact center is an essential pillar of your business. Keep investing in making your service better, your agents happier, and your business competitive.
If you would like to know more about Nearshore, contact one of our experts.