News : Customers Dissatisfied and Switching Brands
Miramar, Fla., April 25, 2014 -- Why are customers switching brands after they're dissatisfied with their customer experience? According to Accenture's 2013 Global Consumer Pulse Survey, 51 percent of U.S. consumers switched service providers in the past year due to poor customer service experiences. While there is no one-stop shop to find a universal solution to customer service dissatisfaction, there are customized solutions for organizations to provide an unparalleled customer experience, all the while addressing customer service needs.
During unplanned events and weather disasters specifically, organizations encounter challenges – trying to keep their operations up and running, while also providing excellent customer service. As these unplanned events hit businesses, they have to flex up to meet customer demands.
Their solution: provide all customer service resources with a generic script. Yet, according to the Accenture survey, among the 10 industries that the report covered, providing customers with a tailored experience was minute. Considering that during normal operations organizations struggle to provide tailored customer service experiences, why aren't organizations turning to a crowdsourcing/business process outsourcing provider, who ensures the resources at the frontline of their business are providing nothing short of world-class service, regardless of the circumstance?
In fact, according to Ovum's Global IT Services Practice Principal Analyst, Peter Ryan, "The ability to seamlessly ramp up agent capacity has long been one of the main advantages for the outsourced home-based agent model. This has been especially important for vertical markets in which seasonality and service disruption are common (most notably retail and utilities). However, Ovum's most recent research bears out that as the economy moves into solid recovery, companies across sectors are taking advantage of the work-at-home's business model for this reason, and is now one of the top-three reasons for adopting this approach to CRM. This is mainly due to the minimal effort that this business model offers in terms of moving active agents online in a very short amount of time, as compared to the bricks-and-mortar system, which physically requires contact center agents to travel to and from work at with limited notice."
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, May 2, 2014