2018 Inbound Call Center Trends
2018 Inbound Call Center Trends
Inbound Call Center
If your inbound call center isn’t evolving with the times, you can count on losing sales and brand reputation. You have to keep your eye on the trends if you expect to deliver the speedy, smooth, accurate ordering process customers now expect.
So what’s trending with inbound call centers that hope to better align themselves with customer desires?
- A holistic view of the customer experience
- Streamlined, seamless omni-channel ordering
- Emphasis on customer feedback
- Better analytics to boost call center performance
- Proactive service
- More robotics
- Increased integration of artificial intelligence
- Virtual agents
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If these are trends, the future is now at USA
Customers may be clamoring for faster, simplified service from more access points, but what they are really saying is, “See me!” I am a unique person.” Yes, some customers just want to place an order. But many want more. They have questions. They’d love to hear some recommendations. They want an experience that’s all about them.
The truth is, you don’t have time for reputation-killing delays and mistakes. You need a fulfillment partner that can do it all.
High touch attention to detail and personalized service aren’t anything new at USA Fulfillment. That’s been our business model since the day we opened our doors more than three decades ago. Our multi-channel inbound call center is open 24/7. It’s co-located with our back-end fulfillment operations, so communications and every other part of your customer’s ordering process is seamlessly integrated for maximum efficiency.
Of course we embrace automation, but we do so very strategically. Robotics, AI, and other emerging technologies can save time, but they cannot replace the human touch. Your customers will never reach a “virtual agent” when you partner with us. Instead, the friendly, US-based live person they do reach will be fully trained and equipped to provide one-on-one, proactive assistance and advice.
Continuous improvement is a trend that never goes out of style
USA Fulfillment is ISO 9001:2008 certified, but we know high touch requires continuous improvement. Our customer care reps consistently provide exceptional response, because we hold ourselves to standards far higher than industry averages. We help clients continuously improve, too, through custom-tailored, real-time tracking and reporting that delves deeper than basic performance statistics.
Your competition gets stiffer every year. Customers are judging you on more than product quality. No matter how amazing your products and brand reputation, you need to deliver a consistently exceptional customer experience.
Our needs assessment quiz will help you pinpoint where you’re failing your customers – and losing growth opportunities. And our free e-book will help you find the inbound call center partner that can do it all, and do it exceptionally well. Not by compromising, cutting corners, or over-relying on technology, but by assuring each of your customers receives a fully humanized, high touch experience, every time.
