As we near the end of 2017, it’s only natural that our attention turns to 2018 and what the new year may hold. While none of us can know what’s in store, it is a good time to examine trends in an effort to be ready for changes that are bound to come. Here at Centris, we understand how rapidly changing technology, as well as customer expectations, can impact a business, particularly that of the contact center. As we prepare for 2018, here are some of the ways that a nearshore contact center in Mexico, can help your business meet the demands of 2018 and beyond.
NEARSHORE CONTACT CENTERS & YOUR BUSINESS
There are a number of advantages that a nearshore contact center will offer your business, all of which can help your business better meet ever-changing demands. Here are just a few:
- Proximity– Close proximity to the U.S. makes the nearshore contact center much more accessible to U.S. based businesses taking anywhere from 1-4 hours to travel by plane at an approximate cost of $400.
- Time Zone– In addition to proximity, a similar time zone is another advantage that a nearshore contact center offers enabling the U.S.-based business to better serve their customers.
- Cost– A nearshore contact center, such as Centris, can reduce overhead expense by as much as 50-70%.
Again, these are just a few advantages that a nearshore contact center offers that can help any business better meet the demands of the future. However, when we look at the trends we are likely to see when it comes to the expectation of the customer, this is, perhaps, where the nearshore contact center can make the greatest impact.
In an article published earlier this year by IBM, it detailed how Millennials are a driving force in customer expectation. They tend to “want it now” and expect to be able to communicate with businesses across a variety of platforms. They want questions answered quickly and they tend to be less loyal to brands because they have grown up with more choices available to them. Given these, and many other unique qualities of millennials, it becomes increasingly more important to provide a customer experience that is fast, efficient and superior in every way. This is where a nearshore contact center can make a significant impact thanks to the shared cultural alignment that a nearshore contact center offers.
Nearshore contact center agents, such as our agents at Centris, understand American culture. Many have grown up in the U.S. and are completely bilingual, eliminating the frustrating language barrier often present in off-shore contact centers. Nearshore contact center agents understand American pop culture, are familiar with U.S. media, social media, and virtually every aspect of American life. This makes the Mexico nearshore contact center an extension of the U.S. businesses they support, making them uniquely qualified to help them meet the demands of the future.
If you are looking for a nearshore contact center that can help you meet the demands and challenges of the future, contact us. We will provide a customized solution for your company that will consistently provide a superior customer experience and be flexible enough to meet the demands of the future.
http://www.nearshoreamericas.com/mexican-contact-centers/
https://blueocean.ca/economics-nearshore-versus-offshore-contact-centers/
https://www.ibm.com/blogs/watson/2017/01/customer-service-millennials/
