The Top Three Customer "Asks" for Call Center Services
Have you noticed some dramatic changes in your customers' preferences over the past several years?
If so, you are not alone. Customers are increasingly demanding more from the brands with whom they do business. Surprisingly, however, an estimated 80 percent of companies either miss or mishandle crucial engagement opportunities with customers.
While there are many new and developing channels available, the most fundamental customer touchpoint remains the call center. Focusing on and refining call center services will provide an important foundation for the development and implementation of a brand's other channels. Here are three focus areas customers are especially sensitive to:
Solutions to Problems – when it comes to inbound call center services, customers are seeking resolutions to standing issues. Training – and more importantly, empowering – agents to solve customer problems is the baseline of success. Perceived roadblocks and overt complexity in call handling, sourcing and resolution must be avoided.
Timely Service – experience shows that faster access to brands is increasingly important to customers. Quick response time is often weighed against the cost of bringing on more agents or investing in technology. Ultimately, brands should work to understand their customers' thresholds and preferences and act according to their timetable. A contact center partner's expertise should be leveraged and considered when making these decisions.
Proactivity – Outbound call center services can take service offerings to the next level. By proactively reaching out to customers and asking for feedback or offering assistance in a natural, warm way, your brand will stand out as a trusted resource. This kind of outreach can also be tied to telemarketing lead generation to help build your customer base.
As you work to refine your customer acquisition, retention and service strategies, we invite to you always remain vigilant of customer preferences and developing "asks;" investing in them now will almost certainly bring great returns later.
We hope you found this month's Dialogue informative.