feeling as a none important client. If after that call their issue
doesn't get resolved, the parent's experience will be frustration,
anger and dissatisfaction. This will open a gap for the customer
to knock on the competition's door, only if the other company
offers native Spanish speakers in their call center.
Hispanics, when well appraised with excellent customer
service, become more loyal to a brand.
With the satisfaction gained, they are most of the time
sharing positive experiences to their friends and relatives by
word of mouth. So Hispanics' positive experience more than
likely guarantees an increase of referrals, transforming into
new customers for companies.
Near-shore Call Centers have gained strength by offering
Customer Service Support from Mexico. Since BPO Contact
Centers in Mexico are 2 to 3 hours away by airplane, more
and more companies are outsourcing the Spanish Support
to Centers with great return on investment. Their Hispanic
Market continues growing month by month.
Marzo/Abril 2015 | |
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