According to a Microsoft report, 69 percent of respondents to a survey believed customer service was very important to their choice of loyalty to a brand. A positive customer experience with your offsite call center agents is one of the best ways to increase brand loyalty.
Failing to create a positive customer experience has serious consequences.
The Microsoft report found that 56 percent of respondents had stopped doing business with a brand due to poor customer service. Eighty percent of respondents in the U.S. said it took some or a lot of effort to resolve a customer service issue. What’s more, 33 percent said they used social media to complain about a brand or its customer service.
These are unacceptable numbers for businesses trying to increase and retain their customer base.
Enhancing Brand Loyalty. Your offsite contact center is the idea resource to improve brand loyalty. Every customer interaction whether by a phone call, live web chat or a response to a customer email is an opportunity to show that your business is customer focused.
Proper agent training about your brand, services and policies is key. If the call center agent doesn’t have the knowledge to answer questions, customers will get frustrated. Technology is also important. How easy is it for a caller to reach a live person? Do they have to go through so many steps that by the time they talk to an agent, they’re angry?
Another critical element to a good customer experience is how the agent treats the caller. Agents must be patient, polite, understanding and have a willingness to do what it takes to resolve issues. Agents should believe that a call can only be successful when the caller is satisfied.
The quality of the call center agents falls on the hiring policies and screening of the offsite call center company. When selecting a company, ask for names of their current clients. Call their service number and see how the call center staff responds.
Access Call Center is one of the leading call centers in North America. With its headquarters in Tijuana, Mexico, it’s ideally situated geographically to serve businesses throughout the U.S. Staff is bilingual. To discuss your call center needs, call (800 number), 664-135-31-68 or go to https://accesscallcenter.com