If you’ve witnessed long-term customers suddenly disappear, it’s highly possible that your customer experience strategies need a fresh look. From extensive hold times to unfriendly or unknowledgeable customer service representatives, there are a variety of areas where you could be creating a negative experience for the customer. Partnering with the right contact center can be the difference between a happy and a disgruntled customer.
Today’s consumers demand to be seen as more than just a number, and when you personalize your interactions, whether it’s on social media or the phone or in an email, you’re proving to them that they matter to your brand.
Another big part of personalization is being friendly. Friendliness is most effective when the customer is talking directly to the customer service rep, most often on the phone. It’s critical that the contact center you work with knows how to hire people with an aptitude for customer service. Warm, friendly agents who are empathetic and good listeners are the best communicators. Getting anything less will reflect poorly on your brand.
Consumers want fast service just as much as they want friendly service. Only partner with a contact center that has enough agents to handle your call load. Furthermore, a quality contact center will also keep up on the latest telecommunications solutions so that all calls are handled seamlessly.
There will be times when business is booming and you will need to handle a high volume of customer inquiries. There will also be slow times when you won’t need a large number of customer service reps. The right contact center will scale to your needs.
If there is one thing that will upset a customer more than anything else, it’s contacting a customer service rep that has not been trained correctly and cannot answer questions with accuracy. Maybe they’re friendly and they were quick to get on the line with the customer, but if they don’t have the tools required to solve problems, the result is a customer looking for another brand that can help.
Your contact center must adopt rigorous training programs that thoroughly educate the agents. At Protel BPO, we’re known for our highly educated team members who know how to communicate effectively with customers. Our focus is on offering a customer experience that keeps them coming back again and again to the brands we represent. Find out more about how you can improve loyalty with your customers by contacting us today.