Case Study: Clinical and Surgical Practice Resources Provided in the Ultimate Customer Environment
Sight Partners, an emerging national leader in clinical and surgical practice resources, recognized a need for expansion and professional service and connected with Protel BPO to meet that need. Key data includes achieving an average wait time of 90 seconds, well below the Sight Partners goal of 2 minutes. Protel BPO continues to exceed expectations and has come alongside Sight Partners as a trusted piece of their expansion and continued success. As the first outsourced resource Sight Partners chose to work with, Protel’s high-value, scalable and flexible solutions are brining top-level customer service to complex processes like prior authorizations and insurance, as well as many other kinds of service that aid in surgical practice success and support.
Case Study: A Quick Shift to Record-Setting Online Sales
Like many large-scale retailers, a well-known Fortune 500 clothing retailer found itself pivoting not just once, but twice, as the pandemic abruptly led to the closure of many of its brick-and-mortar stores. The company had been working with other companies in the contact center industry but found that they needed a different solution to meet customer expectations for service.
This Fortune 500 top clothing retailer was looking, in particular, for a contact center service provider that could supply agents that had an outgoing personality and were exceptionally conversational.
The retailer considered several contact center service providers, but when they visited Protel BPO, they noticed they treated their agents like family, rather than simply focusing on numbers. This Fortune 500 clothing retailer had a similar set of values and goals. As a next step, this top clothing retailer partnered with Protel BPO to create a program designed specifically to meet its high standards for customer service.
A collaborative approach for reviewing calls and coaching also sets this relationship apart. Read more today about the successes formed in this partnership, and how Protel BPO used detailed training, reporting and other solutions to solve challenges.
Top Notch Training: Delivering the Experiences That Lead to Customer Loyalty
Your customers are shifting their priorities, especially when talking with companies.
While traditional factors like price and quality remain more important for some consumers, many consider themselves to have gone through a significant transformation in how they prioritize brand following in light of the pandemic.
Why is this so important? When a customer is confronted by poor service, or when they feel that their preferences aren’t being understood or considered, they know that there is another company standing by, ready to offer them the experience they want.
Contact centers must be mindful of a concept called “Reimagined Customers, and there are some key categories that have eclipsed quality and price in terms of customers’ response to a brand. Protel BPO can address “reimagined customers” and what matters most to them with consistent, quality-driven contact center solutions. Read more here:
How Strong Is the Human Touch in Your Customer Experience?
The customer experience has gained importance across every industry, with companies competing no longer just on product and price, but on factors like personalization and the ability to anticipate customer needs.
For many companies, the key is finding the right balance between efficiency, cost savings and the immeasurable value of building relationships with customers. The customer experience, while often driven by data and tracking customer behaviors, is also somewhat void of meaning when it loses human connection.
Determining the right mix of technology with human interaction is a challenge every company must grapple with, but with the right solutions any company can optimize cost savings while maintaining meaningful connections with customers.
Read more here:
Case Study: Protel BPO Brand Camp
How Do Agents Get To Know Your Brand? Brand Camp.
When you trust the Protel team with your contact center solutions, you can trust that the introduction and training process is as thorough and rigorous as possible. We refer to the process as Brand Camp, and we take every moment to the highest standards of brand knowledge.
The Brand Camp experience is so important to every level of our team, from the agent to the team leader and our management. At Protel BPO, we know our agents act as an extension of your in-house team, representing your brand with accuracy and a commitment to your company’s vision and goals.
There’s no magic; it’s a combination of training and a commitment to your brand. Read more today about how Protel BPO trains agents for your best experience possible.
Read more here:
Advanced Training for Exceptional Customer Experiences
Nothing matters more than how your customer engages with your brand, from the first “hello” to the conclusion of the experience. The Protel agents that serve your company are carefully vetted before they even reach the interview stage.
At Protel BPO, we don’t consider training to have a start and end date. Instead, we take a continuous approach, based on the belief that it is an ongoing investment to support the highest level of customer experiences.
As they become more tenured with the company, our agents receive in-depth training that allows them to serve your customers with increasing excellence throughout their employment. Read more today about our philosophies around agent training for exceptional customer experiences.
Inspired Leaders Lead to Customer Satisfaction
Companies that focus on developing leaders then have the challenge ahead of how those leaders move the needle on customer experiences. They need to measure the right customer satisfaction metrics and gain a deep understanding of customer expectations. In addition, they have the complex task of keeping agents happy by investing in their development.
At contact centers like Protel BPO, team leaders can simplify their efforts by focusing in on a few key metrics that tend to make a significant difference quickly:
- Minimizing Hold Times
- Making Agent Training Highly Relevant
- Measuring Customer Satisfaction
- Investing in the Right Tools for Agents
Read more about how Protel BPO has an ongoing commitment to inspired leadership that makes an impact every day on customer satisfaction.