Quality customer service has always been important for your company, but it is increasingly critical to the success of your business. Without a focus on delivering personalized customer service in today’s business climate, you’re going to fall short of meeting consumer expectations.
Consumers haven’t become fickle; they just won’t remain loyal to brands that don’t prioritize their need for fast and accurate customer service. For too long, companies have held on to an antiquated style of fielding customer inquiries, and this style includes long hold times and transfers to different agents who make consumers repeat their questions. Did you know that 93% of consumers today say they will spend more with brands that don’t make them repeat themselves?
Outsourcing for Effect
If you have kept everything in-house, including your contact center, it’s understandable that a sense of control is important to you. But when that gets in the way of strong service to the consumer, it’s time to consider a change and outsource to a contact center that can become an extension of your brand.
Not only can on-site contact centers be costly, but when your agents are overwhelmed it also affects service and a loss in customer retention can occur. It’s becoming clearer now than it ever has that building up strategies that personalize customer service is a must. Outsourcing customer service has become one of the go-to methods for improving the relationships brands have with their customers.
The Quality Factor
Outsourcing customer service can have an almost immediate impact on customer retention. A single bad experience with a customer service representative can lead to the complete loss of that customer. Whether it’s from not getting the answers they need, experiencing less-than-friendly service or because they feel like they’re a number, consumers usually won’t stay for a second chance. This is why strong agent training is critical. Partnering with a trusted contact center professional can ensure your agents have the training and support they need to provide exceptional service to your customers.
At Protel BPO, our clients can speak to the benefit of outsourcing their customer service needs. While we have all the modern technology that makes telecommunications a breeze, we are most proud of our approach to training our agents, who have warm and friendly conversations with your customers. We give them the tools they need to succeed, which in most cases means answering every customer query, quickly and accurately, but with understanding and empathy.
Contact us and find out more about our approach to delivering premium customer services, but at a competitive cost.