Acquiring new customers is a costly venture. When you’ve made improving customer satisfaction scores a high priority, you increase your chances of return customers that become loyal to your brand. It’s estimated that retaining customers is anywhere from five to 25 times less expensive than getting a new consumer on board with your brand.
That statistic alone should be alarming enough to help you reset, but here’s another one for you: 89% of consumers who have had one bad interaction with a customer service representative will jump ship and find another brand to get what they need.
Slowing the Churn
Forward-thinking company leaders will track metrics to gain insights into where they can make improvements. Tracking your churn rate should be on your monthly or quarterly to-do list. The churn rate is the volume of consumers you lose over a period of time, which depends on your industry and the frequency with which consumers make purchases. The goal is to discover underlying reasons for why they leave. If it’s immediately after speaking to your contact center’s agent, you might have stumbled upon an important clue.
Perks of Quality Customer Service
While your target audience might feel a connection to your brand through your social media sites or your website, it’s likely that the only true interaction they have with your brand is through your customer service representatives. These interactions are vital in retaining customers.
According to an article in the Harvard Business Review, consumers have an “impulse to punish bad service.” And while consumers are more eager to spread the word about bad service than they are about good service, part of the goal of gaining positive customer satisfaction is to follow through with what you tell customers you do. The authors of the article mention that consumers usually base their loyalty to a brand on the basic promises that are made to them.
The contact center comes into play in several ways, but most importantly it is to inform the consumer and assist them with their needs, whether it’s a shipping question, choosing the right product or service, or helping them with a problem that has occurred.
Making Customer Success a Priority
Outsourcing your contact center needs is a smart option, but you must choose wisely. At Protel BPO, we’re a nearshore contact center located in Belize — an English-speaking country. Our number one priority is providing exemplary customer service. We work as an extension of your brand, taking care of your customers like they are our own. Contact us and let’s discuss how we can improve your satisfaction levels.