A Simple Guide To Boosting The Efficacy Of Your Customer Call Center

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Customer Call Center

As a consumer, there’s nothing better than having easily accessible customer service. Maybe there’s an issue with your order that was just delivered, or maybe you just have some questions to ask before you purchase a product.

When customer service is readily available, it streamlines the ordering process. The customer can ask all the questions they need and order ASAP; they can get a wrong order fixed quickly; they can talk to professional humans rather than wait all day long listening to an automated message. The quicker you are to respond to their needs, the more apt they are to continue buying your products or services.

Here’s how to boost the efficacy of your customer call center so customers will leave happy and satisfied every single time.

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Partner with professionals

The concept of creating an exceptional customer call center is pretty basic – hire friendly, knowledgeable, professional representatives – yet the idea is lost on so many businesses. It only makes sense that you would welcome the highest quality employees to your team so you can provide your customer with a high-quality customer experience.

But when you outsource to a third-party customer call center, your 3PL partner just might not care as much as you do. So keep your standard high and do your research – you’ll need the best of the best.

If you’re on the hunt for something exceptional, look for:

• An extremely low internal employee turnover rate. This ensures the team members know your company and your product(s)/service(s). Agents engage in conversation with your customers, creating trust and building loyalty for your brand.
• Call answered in 20 seconds or less, on average
• An abandon rate below 1.5%, consistently (the industry norm is 3%)
• 24/7 service available with on-site agents
• Call recording and monitoring
• Agents that undergo rigorous brand training so they have firsthand knowledge of your products
• An integrated end-to-end process from product ordering to pick and pack and delivery.

Expand your services

A successful fulfillment process requires that every piece of the puzzle has value. When value is lost or when logistics are inefficient or inaccurate, your chain is disrupted. Your call center is a large and important part of your fulfillment process. If it’s not serving your customers or highly inefficient, you’re going to lose loyalty.

It will also perform a domino effect on the rest of your fulfillment chain, leaving the entirety of your logistics on par with the industry average, at BEST.

So kick it up a notch with all the bullet points mentioned above. But don’t stop there. Show your customers that they can talk to you wherever, whenever. That means email, phone call, social media, online chat, etc. It means that they can reach you at their own convenience, on their favored platform, on their own time. They’re minutes away from placing an order online and have a question? No problem, they can reach a customer service rep within minutes via your website live chat.

Catering to your customers is the key to boosting the efficacy of your call center. Interested in learning more? Give us a call, we’d love to chat!