Feel a mismatched Customer Experience? How about a nearshore contact center?

In today's world, customer experience is crucial for keeping customers loyal. Every interaction, like a phone call or a message, can either make customers happy or upset them. That's why many companies consider outsourcing their customer service to experts. And one of the most popular choices is investing in a nearshore contact center.

Here we will explore some signs when your current customer service falls short. And why a nearshore contact center can be the solution for this challenge.

Determining if your customer service is facing challenges

Usually, negative customer service experiences typically lead to the loss of customers or a decline in loyalty. To find out if this is happening in your company, pay attention to the following signs:

• Long waiting times

Average Speed of Answer (ASA) measures the time it takes for an operator to answer an incoming call. In this sense, the more seconds customers have to wait on hold, the more frustration they are likely to experience.

• Failure to achieve First Contact Resolution (FCR)

Customers frequently engage with a brand through different platforms, such as phone calls, social media, website chats, emails, and messaging apps. Here, customers wish to solve their issues without switching between multiple channels or repeating information that has already been shared.

• Lack of empathy and personalization

Agents can create a bad customer experience when they don't understand or show empathy toward the customer's problems. Besides, it could also be a problem when the service isn't customized to their preferences and purchase history.

All these issues can create the perception that the company doesn't value its customers. Especially when the main trend today in customer service is to provide quick, efficient, personalized, and friendly experiences, avoiding generic, slow, and complicated journeys.

These mistakes are very common due to many reasons, for example:

• Inadequate initial training of agents
• Lack of ongoing training on new techniques and procedures
• Poor feedback between agents and their leaders
• Beginner managers overseeing operations and projects
• Ineffective communication about issues between the customer and the supplier

That's why many U.S. companies choose to outsource their customer service to a nearshore location. This proves to be a strategic solution for tackling the demands of a competitive global market.

Making a difference in customer satisfaction: The impact of a nearshore contact center

Nearshore call center services can create a seamless and successful customer experience by taking advantage of their proximity, shared culture, and skilled employees. In fact, contact centers are a fast-growing industry in countries like Mexico. All these factors enable improved customer satisfaction, where a high degree of understanding and empathy prevails in every communication.

Some of the most important reasons to consider investing in Mexico are:

Higher professionalization

The Mexican call center industry has acquired great importance. Today, many people consider it a job that requires studies and dedication. This is why there is a greater professionalization of the workforce, committed to providing exceptional customer support. 

This perspective contrasts with the trend in the United States, where people see contact centers as temporary jobs, below desirable standards. All of this leads to an onshore call center with low-quality customer service.

Cultural connection

On the other hand, Mexico is a bicultural country thanks to its proximity to the United States. This means that there is a shared cultural and linguistic understanding among both countries. Causing more effective and empathetic communication between contact center agents in Mexico and customers in the United States. 

Also, the Mexican Government's data shows a nearly 70% increase in the number of Americans living in Mexico. Further promoting this cultural connection over the past three years.

Increased motivation

Another great advantage of nearshore call centers in Mexico is that they are in a highly competitive sector. This has driven the transformation and progress of the industry. Companies that offer these services frequently seek new technologies and the use of disruptive methods to exceed customer expectations. This way, they provide a more efficient and higher quality service.

Achieving positive outcomes: 3 key factors when choosing a nearshore contact center

There are many reasons to consider this type of strategy. But if you want to evaluate the benefits that nearshoring can bring to your company, we recommend you take into account the following:

Organizational culture

Your nearshore contact center provider must also align its organizational culture with the values and identity of your company. This cultural similarity, supported by a shared organizational culture, can give you the operational consistency you are looking for. And contribute to generating a more authentic service, which will allow you to build strong relationships with your customers.

Adequate facilities and equipment

On the other hand, it’s important to have suitable spaces and advanced technology in workstations to provide a quality service. This not only optimizes agent productivity but also directly affects customers' perception of the efficiency and professionalism involved in the service.

Flexibility

Finally, the provider's ability to adjust to market conditions and adopt new technologies is essential for your strategy's success. With this, outsourced call centers can stay competitive and provide a personalized, top-tier customer experience, even as the environment evolves.

Outsourcing your customer service under a nearshore strategy can be the ideal solution to serve a market of increasingly demanding consumers. Especially because it provides you with the necessary tools to raise the quality of your service in all aspects.

Are you looking for a customer experience that suits the specific needs of your business? Contact us and find out how we can help you.