Customer service is an important topic, especially in light of the relatively recent changes in customer expectations. Today’s consumers demand personalized customer services and will seek them out elsewhere if a company is unable to provide them.
Consumers have developed a sense of entitlement, and perhaps rightly so. They know their dollars are important and that brands need to earn their business. When consumers feel like they’re merely a number to a business, they’re quick to find another one that will make them feel special. That’s why it’s important to not only earn their trust but also prove to them time and again how much they mean to you.
Communication on Their Time
Part of tending to customer needs is knowing the ways in which they prefer to communicate. They have inquiries at all hours and expect businesses to respond quickly. Research from Forrester reports that 66% of consumers say the most important thing a company can do is value their time. To that end, automated services have been implemented to quickly tend to their needs.
Technology can also be used in the contact center that makes it faster and easier to connect to an actual human, which is where top-notch contact centers really excel. The best ones use the most modern telecommunications technology to provide a seamless process where hold times are limited and customers are routed to the right people.
The Contact Center Is Crucial
Technology is obviously important, whether it’s automated or connects the customer to a representative, but without quality training, the technology isn’t as effective. The foundation of every great contact center is its human resources.
There are many consequences for failing to properly train the people who have interactions with your target audience. For example, when your contact center fails to make a connection while communicating, the interaction might be perceived as negative, which means the majority of people in this situation will opt out of doing business with you again. They can also jump on social media and let their followers know about the negative interaction, which only compounds the damage to your brand’s image.
Make certain that every interaction is warm and friendly, but more importantly, that it informs the consumer, answers their questions and enhances your relationship. That’s what we offer at Protel BPO. As a nearshore company focused on high-quality customer services, we put a lot of investment into our training programs that empower our agents to deliver exceptional services. We know saving money is important, which is something we can provide as a nearshore contact center, but we’re focused on making our representatives an extension of your brand, and that’s where you’re getting value. Contact us and find out more about our approach to personalizing the customer experience.