Nearshore Inbound Call Experts (NICE Global): A Nearshore Business Solution Provider

by Adam Tork Digital Marketer

For businesses of any size, streamlined operations remain the key to success, continued growth, and positive customer interaction. Vital for the growth of any customer-facing company, various customer service related operational tasks often take up a large portion of a company’s manpower. In some instances, the need for these extensive services is met in-house, and scaled vertically with the growth of the company. However, many times, overwhelmed business owners find it difficult to keep up with the continued influx of customer service needs in-house, and choose to seek solutions outside the scope of their own companies to manage these needs.

 

            Historically, companies have greatly benefited from the lower labor costs throughout developing countries, often halfway around the world. Through the act of outsourcing various administrative tasks, growing companies have been able to dedicate additional resources directly toward ongoing growth needs, while maintaining the confidence that their daily customer service related tasks were being managed in an effective manner. Conversely, through the act of outsourcing these very crucial facets of business, companies lost the control needed to successfully ensure their needs were being consistently met, and lost the ability to perform routine quality assurance inspections.

 

            As overseas companies began to recognize their clients’ physical limitations as an opportunity to cut down on their own costs, at the price of diminished customer service efforts, companies began to see a decline in their customer satisfaction ratings. In today’s tech-driven globalized economy, a seemingly blotchy public persona based on negative customer reviews can swiftly impact sales, and essentially pivot a company’s upward trajectory. Thus, this aspect of the business maintains a vital role in the overall longevity of a successful business.

 

            As the perfect compromise, Paul Herdsman founded Nearshore Inbound Call Experts aka NICE Global, a nearshore business solution provider based in Montego Bay, Jamaica. Combining all of the benefits of traditional business outsourcing, with the force of the third largest English speaking country in the Western Hemisphere, and the unique advantages of remaining within a conducive physical location, Herdsman’s NICE Global swiftly became a standout in the realm of modern business solutions.

 

            Located just a short flight away in Jamaica, the company’s centralized location allows for regular site visits, providing business owners with the comfort of maintaining active control over their overall experiences. Housed on over 17,500 square feet of premium space, the modern facility houses a centralized hub built to accommodate all client needs, whilst looking forward to continued active expansion. With 24/7 security throughout the perimeter, modern technology, and an unparalleled corporate culture that yields high-quality, long-term employees, NICE Global has successfully created a fully functioning business outsourcing center that continues to thrive in the niche market.

 

            Unlike traditional outsourced business solution centers, NICE Global welcomes clients to visit facilities at their discretion, and proactively provides tangible progress reports to clients, essentially continuously proving their worth. Through weekly one-on-one sessions with superiors, team members provide complete transparency regarding their interactions, which is then passed to clients, resulting in a long-term trusting relationship between clients, and Herdsman’s NICE Global . Additionally, unlike many traditional centers, NICE Global experiences an incredibly low turnover rate, partially due to an extensive focus on creating a positive corporate culture, and developing staff on every level.

 

            With over 170 employees, NICE Global has delegated vast resources to onboarding new employees in a manner that will allow them to succeed within their initial period of employment, and has vowed to continue training employees on all levels throughout their employment. Not only does this practice ensure that employees are fully confident in their ability to perform their jobs at a high standard from the beginning of their employment, it also leads to highly qualified individuals who desire to succeed within the company. Thus, the company prides itself on promoting from within on a regular basis, and creating opportunities for employees to remain successful in their professional endeavors.

 

            NICE Global provides a myriad of customer-facing business solutions, all integral to the daily operations of a successful business. From traditional telephone calls with customers, to providing email support, highly trained staff provides the world-class service that keeps customers satisfied. The confidence instilled by staff allows business owners to focus their attention on other facets of business development, such as growth and infrastructure.

 

            At the root of customer-facing operations, Nearshore Inbound Call Experts (NICE Global) specialized in providing direct customer service solutions With top quality customer service support lines, the efficient staff at NICE Global is directly onboarded to be aware of a company’s mission statements, product offerings, and subtle nuances that make each company unique. By understanding the company’s vision, preferences, and bespoke customer needs, highly informed staff members can craft exceptional responses to customer inquiries, in the manner desired by clients. With capabilities in the realm of online chat, telephone calls, and email, staff is able to communicate effectively with customers in a manner that is most conducive to each business, building a custom solution for each unique situation.

 

            As the first defense in troubleshooting customer concerns, NICE Global recognizes the importance of conveying the proper message from the first customer interaction. By providing ongoing coaching, feedback, and insights related to every service call, the company continues to build upon its success, and continues to strive for perfection. Even throughout various frustrating circumstances for customers, staff resolves to troubleshoot customer concerns, and provide a pleasurable, professional, and positive interaction with all customers, resulting in a positive experience for all customers.

 

            In addition to professionally executing all customer service calls, NICE Global can also be contracted on a proactive basis, ensuring successful execution of all sales and service calls. Staff is routinely trained in regard to a client’s newest services, and expertly completes sales calls in a manner that creates opportunities for up-selling, and cross-selling. In turn, companies can see an upward swing in the sales of their desired products, and an increase in online traffic related to their chosen items. As all metrics are tracked, NICE Global works with companies to set forth short-term, and long-term goals, and provides ongoing feedback related to the trajectory of those goals.

 

            Through the company’s outsourced email program, businesses can expect top-notch email support, server management, and marketing email management. This allows for the spread of engaging customer content, in addition to effective email support, not only increasing customer retention, but increasing customer interaction rates. As with all aspects, email open rates are tracked, and the success of outsourced email management is shared with clients on a regular basis.

 

            For companies that offer products often requiring technical assistance, a vast array of technical support services are available to match a company’s unique needs. Whether putting together a product that comes unassembled, or troubleshooting an unexpected outcome, customers will always have product-specific questions, and require the assistance of a live operator for assistance. Within this important sector, staff is fully trained on servicing various products offered by the client, and maintains full scope of knowledge related to a particular product, ready to confidently tackle popular customer inquiries. Qualified technicians are consistently ready to provide tangible assistance related to a product’s usage, instructions, or troubleshooting.

 

In terms of providing technical assistance, NICE Global technicians are capable of resolving a multitude of malfunctions remotely. From software assistance, and hardware installation, to computer diagnostics, trained staff members utilize remote desktop access to resolve customer issues, rather than having to talk customers through the various actions, steps, and keystrokes needed for the customers to resolve their concerns. Not only does this make the process increasingly streamlined, it also limits customer customer frustration, and ensures a successful interaction.

 

While a constantly ringing corporate phone line may signal business success, consistently handling an increasing call volume often translates into a logistical concern for growing businesses. In this regard, NICE Global’s answering services provide an essential service, and free up on-site support staff in the process. All calls are handled by a live operator, instead of a pre-recorded message, ensuring that each customer receives the proper attention. In addition to directing live calls, staff is expertly trained to provide message capturing services, ensuring that no calls go to voicemail, and all messages are forwarded to the most appropriate parties in a streamlined fashion, ready to be efficiently handled. This attention to detail far surpasses most outsourcing companies, and parlays NICE Global’s ongoing commitment to providing unparalleled customer service.

 

With modern technology at the forefront of many shopping experiences, and customer interactions, live chat features are swiftly becoming the preferred method of communication for busy customers. Thus, NICE Global features 24/7 live chat support, providing real-time assistance for customer questions without any downtime. In this aspect, NICE Global reigns supreme as a thoroughly modern provider of business services, with the capability to handle customer support inquiries immediately, providing a level of connectivity that is valued greatly by customers seeking immediate assistance.

 

In addition to this myriad of customer-facing support features, the highly proficient staff also expertly handles various “back of the house” business strategies. From document scanning, and extensive data entry, to appointment scheduling, trained personnel handles all “busywork”, allowing clients to focus predominantly on big-picture items.

 

            With such extensive services offered by highly trained staff members, NICE Global tailors solutions based on each client’s unique needs, and creates a plan with projections for success. Through constant communication, and a transparent business model, administrative staff extends communicative efforts with clients on a regular basis, building a long-term trust with clients that is impossible to replicate elsewhere. Since the inception of the company, various clients have found ongoing success through their partnership with NICE. The company’s testimonials, and public reviews, showcase a level of commitment to providing excellent customer service, and an ongoing organization of the company that is conducive to continued success.

 

            From inception, Nearshore Inbound Call Experts (NICE Global) has continued to enjoy a positive public reputation, and has continued to grow an impressive client portfolio, inciting the prospect of future growth. For founder Paul Herdsman, expanding within Jamaica is a logical next step, and a promising opportunity to expand upon the already successful operations.

 

Follow Paul Herdsman on ThriveGlobal and Twitter.

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Created on Mar 31st 2020 00:28. Viewed 1,139 times.

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