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SpinDistribute.com Article Directory

The following article was published in our article directory on September 28, 2013.
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Call Centers: Where Great Customer Service Happens

Article Category: Business

Author Name: Aaron S. Robertson

Organizations that subcontract to call centers have a competitive advantage because they can assist customers at any time of the day, even on weekends and holidays. This provides you with good business returns and happy, loyal customers, which are the means of support of your business.

The call center is a vital tool for handling sales and support calls of all kinds. Say, for example, if one (1) agent handles an average of six (6) calls per hour, that equates to 500 agents taking 22,000 calls per day. That's 135,000 calls per week! Surely, then, these 500 agents will have an instrumental impact on the customer experience each week. Your front-lines are the face and voice of your brand every day. Every customer interface must result in a one-time resolution of their needs and requests.

Draw a picture in your mind of your organization, from your executive offices to your front-line staff, and contemplate these vital questions: Did your customer have a good experience today? Who throughout your organization can answer this? Second, which customers are happy today? What about those who are unhappy? And lastly, what improvements can be made which will impact customers the most? These three questions will create a clear view of your road ahead.

How your front line interacts with customers will have substantial effects on their overall experience. If you learn what customers are saying from thousands of calls received in call centers, imagine the value your company will gain in terms of product insights, customer trends, market awareness, and employee training efforts. These will definitely aid you in getting a single view of the customer experience and bridge the gap between brand expectation and experience.

Keep in mind, you can differentiate yourself from your competitors even if you were not the first to market and your product is not unique. Great service can be learned, and you can eventually become recognized as an industry leader. Realize that service is the main area in which to compete. There is no shortage of products and bargains. Comparing products, prices, and their availabilities are accessible to almost all consumers through the Internet. What the Internet has not been able to provide is the experience of dealing with a warm, friendly voice of a live person.

Consumers still want to feel they are buying quality products and services, that they are treated courteously and professionally, and that the post-sales support and service will support their needs. They become convinced with these things through the confidence they hear from an employee's voice, and the positive words and actions that are part of the service-oriented attitude. This is why service needs to be an important focus by any company that hopes to be a serious player in their industry.

Let's take, for example, two companies offering the same cell phones and calling plans. Same prices. Company A offers limited customer service through its automated answering service, while Company B, on the other hand, uses automation with human customer service. When a call center representative from Company B calls a customer and proactively offers to upgrade his plan, this is automatically a win-win situation for both parties. Company B will average more revenue on a monthly basis, while customers may save money in the long run. This translates into customer loyalty.

Customer expectations are changing, and if you are going to succeed, you need to drive with your eyes wide open, considering the entire customer experience at all times.

Keywords: answering service, telephone answering service, telephone answering services, call center, call centers

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