HOW NEARSHORE INBOUND CALL EXPERTS ARE CALLING SHOTS IN THE CUSTOMER SERVICE INDUSTRY
Customer service is one of the areas that can make or break a company based on customer experience. Poor customer reviews from customers can lead to the poor performance of the business, something that Nearshore Inbound Call Experts is working to fix. Many companies are unable to handle their customer service inhouse so they choose to outsource the services to companies that can. Nearshore Inbound Call Experts, also known as NICE Global, is located in Montego Bay, NICE Global is focused on providing solutions to companies in the county. this allows the outsourcing companies to continue with their normal operations as NICE Global handles their customers.
Launched in 2014, the company has expanded not just on the client base but also in the range of services that they offer. This includes live chats, email chats, live calls, troubleshooting, business analysis, management of accounts and customer data management. The founder, Paul Herdsman, has prior experience in outsourcing solutions for companies. He managed businesses that handled the services for countries like India, the US, and Honduras. The verse experience proved vital as he set up NICE Global.
Once an employee is hired, according to their skills they are then placed under a probation period where they have to prove their competence, knowledge of their field and understanding of daily routine. After the period, those tasked with receiving live calls are then trained on methodology through practice. The company also practices the Four Point Pledge Program as a compass for their training. The program follows four steps; training, launch, results, and optimization. This ensures that once an employee is through with it, they can handle any sector or task they are expected to complete. Their commitment to providing the best in the industry has elevated them to just that, the best in the industry.