How Call Center Outsourcing Helps to Retain Customers? - Jorge Noa - ContactCenterWorld.com Blog
Customer retention could be a big challenge for any business. A firm has to adopt a multipronged approach to ensure long-lasting success of a business. It has to keep its on hand clientele base happy while searching new leads.
Hiring customer retention call center services could be an apt solution to retain the existing customer-base while resolving their queries and doubts in the sincerest manner. According to a report published by CFI Group last year, 63% of the consumers admitted that first contact resolution is vital to continue with the firm. But such a response is possible only when the customer support team is highly skilled and experienced.
Outstanding IVR Support: Customers want instant services. For this the optimum utilization of the IVR facility is important. Customers don’t want to go round and round. So, a simple IVR system with prompt and straight connection to the call center executive is important.
Empathy and Courteous Behavior: Call center statistics revealed that around 79% of the consumers want direct human intervention via phone when in need. So, a good telecaller never jumps to any conclusion without carefully listening to what the customers want to say. This is the cornerstone of Call Center Outsourcing business etiquette.
Right Words at Right Time: Call center works are basically centered around one’s own ability to tackle the customer’s problems. A personal touch is necessary to keep the chat engaging and enlightening. For example; the phrases like “How may I help you or it was a pleasure talking to you” can do magic in the minds of the customers.
Proper Billing: Wrong billing could seriously piss customers off. The amount of customer’s billing should be exact and accurate. Any error in billing could hurt the faith of the customers so a firm should keep all details in the bill perfect and precise.
Employee Satisfactions: Every employee should be motivated in such a manner that he gives his 100% on duty. An employer has to motivate constantly his employees so that the latter perform outstandingly well during a live chat with customers. A survey by Microsoft has found that around 82% of the customers are ready to wait for 5-6 minutes to talk to a telecaller but anything more than that could be damaging.
Publish Date: August 31, 2017 12:58 PM