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News : New DATAMARK Report Explores How COVID-19 is Redefining the Customer Experience

#contactcenterworld, @datamark_inc

El Paso, TX, USA, Nov. 4, 2020 -- DATAMARK, a business process outsourcing (BPO) firm, recently released "How COVID-19 is Redefining the Customer Experience".

The comprehensive report is part of the DATAMARK Insights series, a growing library of resource materials designed to help business leaders adapt in changing times and create effective strategies. Focus is placed on enterprise-level solutions for organizations in industries that often get overwhelmed by repetitive back-office tasks, such as mailroom processing and customer service.

"How COVID-19 is Redefining the Customer Experience" notes that customer behavior is rapidly evolving due to coronavirus. Budgets are being reevaluated, discretionary spending is down, and more than three-quarters of the population is actively shopping around. Organizations must adapt their approach to meet their needs and retain customers in the long run.


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"When the pandemic began, organizations were worried about how they could scale up to meet higher volumes in their contact centers," explains DATAMARK President Bill Randag. "Now that the immediate crisis has passed, they're focused on the future — how they can delight people to maintain them as customers and how they can do it all in a cost-effective way."

Randag notes that customer loyalty has been shaken, and it's more important than ever for companies to show people the value they offer. Those that thrive will be the ones who retrain their contact center representatives to skip the selling and, instead, focus more on service.

"The research is clear on what creates a world-class experience in the minds of consumers. Helping them achieve their goal or educating them on how to use a product or use it better rank high," Randag continues. "We've always applied these and similar techniques in our contact centers, so our representatives and clients were well prepared for the shift."

The techniques Randag discussed are backed up by Gartner research, which indicates 82 percent of customers will decide to stay with a company after a "value-enhancing service interaction" occurs during their conversation with a representative. However, the same report notes that only 15 percent of companies leverage them, making DATAMARK's contact centers a progressive outlier.

Other areas covered by the DATAMARK report include the shift to digital channels, increased leverage of BPO companies, and greater focus on creating agile teams.

#contactcenterworld, @datamark_inc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About DATAMARK:
Company LogoDATAMARK, Inc. is a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employing more than 2,800 at their facilities in the United States, Mexico and India. They deliver customer service in omni-channel contact centers, ranging from SMS text to video chat and everything in between. Their long term client partnerships include customer care for international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

Read today's tip or listen to it on podcast.

Published: Friday, November 6, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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