Obsessing about Customer experience

Obsessing about Customer experience

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Obsessing about Customer experience with a few employees is one thing, but if you’re looking to scale, focus on creating a structure that allows your employees to deliver a meaningful customer experience.

In reality, that’s easier said than done. Creating structure that allows employees to give a superior customer experience consistently and maintain that level of excellence in scale is a big undertaking.

If you ask most company leaders they’ll tell you they want to give a great customer experience. Employees also want to give a great customer experience. Lets face it, we’re all customers. The thought of treating others as we would want to be treated is great. So why do companies fail so miserably so many times?

We’re not all the same.

Yes, the end goal is we all want to feel good/satisfied interacting with a company, but what we consider good/satisfied is not necessarily the same for another person. What motivates one person does not necessarily motivate another. What one wants, isn’t necessarily what another wants. There has to be different ways of helping people in order to achieve the ultimate goal of customer satisfaction, or as we say here at GuateCall, “Meeting and exceeding expectations.”

Creating a great product or offering a certain service takes time, effort, training, fine tuning and constantly looking for ways to improve. Creating the customer experience we want to deliver takes the same amount of consistent planning, training and effort. The kicker is most companies are good at bringing a product or service into the market. They may be good at promoting and selling the product and even servicing the product, but as the company grows there is a strain in management’s time and so most of the energy is placed on sales and marketing. Customer service or experience is usually left for people to patch together as a reaction to growth needs. Usually this patch has a general training, key metrics that need to be hit and a QA system that rewards or punishes the customer service representatives based on adherence to key elements of the interaction with the customer. As customer complaints rise, CSAT scores and other measurements are added. More reward and punishment naturally follows and at this point the customer service representatives are more interested in reaching their bonus and protecting their job than they are delivering a great customer experience.

Being customer focused is no different than bringing products or services to market.

  • It takes effort.
  • It takes time.
  • It takes a commitment to excellence.
  • It takes building a culture that encourages the customer experience to be a priority.

Most companies do not have the level of experience or staffing necessary to create such an environment.

Outsourcing to a company that specializes in creating the customer service experience is a great way to increase customer satisfaction while continuing to focus on what the company does best. At GuateCall, we have years of experience delivering superior services. Our team will work hand in hand with yours to create the processes necessary to become a seamless part of the organization.

This article is written by Perry Silber. Perry Silber is one of the founders of GuateCall. GuateCall is a nearshore contact center located in Guatemala Central America / Latin America. Our location allows us the ability to increase our service levels while still being priced competitively. If you would like to learn more about our call center and its bilingual English and Spanish services in voice, chat or email, reach out to me at 713-474-2222 or by e-mail perry@guatecall.com .

Outsourced Bilingual English Spanish Call Center Support – GuateCall

Outsourced Bilingual English Spanish Call Center Support – GuateCall

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GuateCall’s bilingual English Spanish call center services will help you penetrate the U.S. Hispanic market and build a loyal Spanish speaking customer base. Whether you need inbound customer service, web chat or email support, our fluent Spanish call center agents are here to help. Our Spanish call center also helps by providing outbound services to generate new customers as well as other services such as market research and follow up calls.

The U.S. Hispanic population has an immense buying power and is growing rapidly, not only because of its size, but because its average household income is growing considerably. Major companies have focused on this population for years and other savvy companies are now targeting this market as well. GuateCall’s bilingual English Spanish call center support is prime to help you reach this growing market. GuateCall offers a best in class outsourced call center support experience. We do this through our American owned and run bilingual English Spanish call center support center located nearshore in Guatemala, Central America.

The U.S. Hispanic population is now over 57 million people and growing.  In 2015, Hispanics controlled $1.3 trillion in buying power, an amount larger than the GDP of Australia or Spain, according the Selig Center for Economic Growth, up 167% since the turn of the century. The increase is more than twice the 76% growth in non-Hispanic buying power during the same period. The center’s projections show U.S. Hispanic buying power continuing this trend, reaching $1.7 trillion by 2020.

Worldwide, the Spanish speaking population is growing and with the developed internet connectivity that is now well established in Latin American countries especially Mexico, Guatemala and the rest of Central America as well as South America, the need for Spanish call center support has never been greater. The Hispanic population and more specifically, the younger Hispanic population is very brand aware and love to shop. They use their mobile phones as their preferred method of shopping online. They love seeing brands speaking their language and appeal to their culture. It creates a unique connection between them and the brand which translates to loyal customers and a large revenue stream.

When picking a bilingual Spanish call center to help service the Hispanic population, the choice between using a US based call center and a nearshore call center become clear. The obvious choice would be to look at nearshore call centers. Here are a few of the great benefits to outsourcing nearshore to a bilingual English Spanish call center company:

  • The ability to have a large supply of native Spanish speakers to service your customers.
  • No need to pay the premium wages for Spanish call center agents like in the US. This is a significant savings that can range from 30-50%.
  • Guatemalan Spanish Call center agents in particular have a very neutral Spanish so they are easily understood by all Spanish speakers.

GuateCall’s bilingual nearshore English Spanish call center is perfectly situated to help you penetrate and service the Spanish speaking Hispanic market. Guatemalan Spanish Call Centers are so successful because they are known throughout the world as having a very neutral, easily understood Spanish accent. No matter where the Spanish speaker is from, our Spanish call center agents will be easily understood.

GuateCall’s Spanish call center agents can help you with maintaining and or creating ways to target and service the Hispanic population. Some of the offerings for our Spanish call center services include:

  • Inbound Spanish Call Center Support
  • Outbound Spanish Call Center Services
  • Spanish Customer Service
  • Spanish Up-Sell and Cross-Sell
  • Spanish Retention Programs
  • Spanish E-mail Services
  • Spanish Web Chat Solutions (Click to Chat)
  • Spanish Business to Business Programs (including Demand Generation & Appointment Setting)
  • Spanish Market Research
  • Spanish Satisfaction Surveys
  • Spanish Lead Generation and Qualification

At GuateCall, we pride ourselves on being an extension of your brand. We work hand in hand with our customers to meet targets while upholding the vision and mission of the company. Take the opportunity to reach out to us and see how GuateCall will help your business grow!