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The Fourth Quarter Hum - Mark Fichera - ContactCenterWorld.com Blog

The Fourth Quarter Hum

There’s nothing like the “Fourth Quarter Hum” to lift the spirits of a marketing manager, and that’s exactly what we’re seeing and hearing at OnBrand24

Providing outsourced customer services – in the form of catalog order taking and e-commerce order processing for companies like Sappi Fine Paper, Dancing Deer Baking Co. and SodaStream – we’re experiencing a noticeable, healthy and heartening uptick in activity.  The noise level in our inbound call center has risen to a steady din of orders placed and customer questions answered.

The Fourth Quarter Hum has never failed to materialize in our 25 years in the call center business.  But with the economy so slow we couldn’t help wondering if it might arrive in a reduced state this year.  We’re happy to report that such worries were unfounded.

You’ve heard me preach in the past that there’s never a good time to cut back on customer service.  But a recession may be the worst time of all.  Marketers need to leverage every cost-effective resource available.  Providing customers extended access to friendly and informed customer service agents to assist with product orders, facilitate sample shipments and answer product questions by phone or email, is a significant competitive advantage. 

It’s a major difference over companies that tell their customers to “call back during normal business hours” or leave a message in a general voice mailbox.  The costs associated with extending personalized service are quickly outpaced by maximized revenue and stronger customer loyalty.

So if the Fourth Quarter Hum hasn’t visited you give me a call.  Enhanced customer service could be the boost you need.

Publish Date: November 10, 2010 3:24 PM

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