From cruise lines to top clothing product companies, every industry is impacted by missed calls from customers. If this problem affects your company, outsourcing to the right contact center, like Protel BPO, can make a difference in your customer service satisfaction and to your bottom line.
When you fail to connect to your customer or potential customer, you’re losing money related to your marketing efforts. If you spent all that time and energy on a paid marketing campaign yet failed to prepare for an influx of calls, your return on investment will not meet your goals.
Tallying the Costs
A recent article shows the impact of just such a situation. An automotive company received about 70% of its calls because of paid search. With the average Google CPC in automotive being $2.46 and with the average missed call rate of 23% in that industry, the company was losing out on $53,000 a month on Google Ads.
That’s just one industry. Banks and lenders miss, on average, 49% of their inbound calls, so the situation can get even more critical depending on the industry. But no matter what industry you’re in, taking steps to lower that missed call rate, even if it requires an investment, will be well worth it.
Choosing a Contact Center
Many in-house contact centers are unprepared for an influx of calls. To be able to handle fluctuating call levels requires effectively outsourcing to a professional who can roll with your busy season.
Careful planning is what makes a contact center thrive and retain customers year after year. Top contact centers also invest in the latest telecommunications technology so the process of answering calls is seamless and efficient and supports an excellent customer experience.
The most important aspect of providing quality services is having knowledgeable customer service professionals on the line. These are highly trained individuals who come to every call equipped with the information that makes a difference to the customer.
That’s what we provide at Protel BPO. Yes, technology is vital, but it’s our friendly, helpful and informative staff that makes the difference between what we offer and what our competitors can provide. Contact us and we’ll tell you how our process at Protel BPO has made us a preferred provider of customer service.
