Shared Call Center Solutions Creating Momentum for SMEs - Jorge Noa - ContactCenterWorld.com Blog
Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. It is not only effective and influential but faster in operation too. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success.
The biggest advantage of outsourcing shared customer service center is its less formality and easier availability. A common agent effectively handles a number of campaigns in a professional manner. It is quite apt for small and medium-scale enterprise that requires a nominal customer support department to handle sporadic customer’s query.
Multitasking Abilities: Unlike other big customer care firms, shared contact center does likely to have multi-talented staffs who are always ready to serve customers in multifarious ways round the clock.
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The 2017 survey on customer care services has claimed that around 90% of the consumers usually prefer brands that facilitate omnichannel support. Shared call center exactly offers such support and treats each consumer with a sense of pride and urgency.
Regular Review of Complaints: Shared contact center works as inbound call center contact office. It reviews consumers’ complaints regularly and provides an astute solution to them from time to time. The Ben and company research study says that firms that grow their customer retention rates by just 5% witness profit rising from 25% to 95%. So, contact center always aims at fulfilling the customer’s demand and requirement first.
Cutting-Edge Technology and Better Services: The Shared Customer Service agents offer up-to-date technology and best contact center services to their clients. With a lesser staff and better utilization of technology, such call centers tend to perform well than their bigger counterparts. In addition, these call centers treat each of their clients with utmost satisfaction and happiness.
Simple Accounting Procedure: A shared call center only takes the consultancy charge and nothing else. It does not involve any other charges such as “commission for sales conversion, electric bills or any other incidental costs that are often chargeable by other consultancy firms. The latest customer care statistics say that 86% of customers are ever ready to pay high for better customer service experience. A firm needs to leverage on that.
Publish Date: August 24, 2018 8:19 AM
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