Call Center Companies- 3 Examples of CX Gone Wrong
Call Center Companies- 3 Examples of CX Gone Wrong
Call Center Companies – Choose Wisely, Provide Excellence
We’ve all been there. We’re excited about a product, ready to order. We call . . . and get a big let-down. Maybe our experience was marginally OK, or maybe it was entirely awful, but it left us feeling like a burst balloon. Surely your company isn’t delivering this kind of negative experience to customers! But are you sure? Call center companies are not all the same, you know.
Assess Your Current Call Center Company Now
What could possibly go wrong to deflate (or irritate) customers?
- Call center agents are slow to respond
No one likes to wait around on hold, and most of us won’t take it for long. Industry average wait times are OK if you’re an average company, but if your prospects and customers expect better, then give it to them. At USA Fulfillment, we’ve cut a third off the industry average time to answer. Thanks to swift answering, our call abandonment rate is half the average. Our responsiveness makes for good customer experience and good company experience, too, because every abandoned call is a sale not made.
- Robotic responses
Lackluster attitudes and inadequate training make your customers feel unimportant. Even worse, they guarantee your call center agents won’t be boosting sales by upselling and cross-selling customers. Everyone loses. Your customers expect to have real conversations with real, caring, relatable people.
- Lack of inventory visibility
Having great people is critical, but without real-time inventory information at their fingertips, they can’t hope to give customers accurate details about availability or pricing. Customers understand that back orders can happen, but surprising them with an unfulfilled order is simply rude. What it the items was a gift? Or needed for a special occasion? If they’d known about the out-of-stock, they could have ordered something else. Now, they still need to do that, but they won’t be ordering from you.
Here at USA Fulfillment, we believe the only acceptable customer experience is the one that says “wow!” If your company stands for quality, wowing customers is your goal, too. Every customer touch must be high touch — personable, knowledgeable, fast and accurate. It’s not a luxury, it’s what your brand promises and what your customers deserve.
High touch builds lasting relationships
Instead of deflating excited shoppers, the right call center can make their day, with a smiling attitude and helpful advice. Want to connect with call center services that will inflate your bottom line as well as customer loyalty and lifetime value? Give USA a call.
