Nobody could have truly predicted how consumer behaviors would change in the face of a global pandemic. But one thing that is certain is that those who adapted to the changes did one thing extremely well, and that is to deliver a valuable customer experience despite the challenges.
Business as usual no longer has the same definition. The labor shortage has presented retailers with a list of challenges that trickle down to the consumer. Whether it’s a product quality issue or a delay in shipping, customer service representatives must be prepared to ensure the customers’ needs are being met adequately.
Faster Is Better
According to a survey from a company that produces a top-rated CRM platform, 85% of respondents said customer service should be faster. In fact, quick service ranked ahead of personalized service, empathetic service, flexibility in policies, consultative service and omnichannel service.
Nearly 100% of respondents said contacting customer service should be easier, which means they don’t want to have to jump through hoops to be connected to the person who can help them. By choosing the right contact center, you can ensure that your customers’ calls are directed to the right people and that their questions are answered quickly and correctly. Our agents are trained extensively to meet the needs of customers with in-depth knowledge of the company and its products or services.
The bulk of consumers today prefer the digital-first methods of interacting with brands. Remember, speed is important to these people, which is why they’re jumping to the digital technology to get what they need.
Social media is also an option, as is text. However, don’t forget about the power of the phone. Yes, consumers still heavily rely on phones to communicate with brands in order to more comprehensively get to the bottom of an issue. At Protel BPO, we invest heavily in technology that allows our agents to route calls, reduce hold times and monitor progress related to telecommunications.
Highly-educated agents provide the best customer experiences and by far do the most to boost the image of a brand. Technology is important, but it’s useless if the people behind the technology aren’t trained and empowered to truly assist customers.
At Protel BPO, we’re committed to giving our agents the tools they need to assist customers in any scenario. The training is such that they become an arm of your company, fully capable of improving and expanding the relationships you have with your customers. As a nearshore contact center, we provide the cost savings that companies are looking for, but the main attraction is the level of customer experience we’re able to provide. Contact us and find out more about our approach to pleasing the customer.