Grade Your Current Call Center Services

Call Center Services

So how’s that call center working out for you? Sales are on the rise, customers are buying more often, and their brand advocacy is at an all-time high? That’s great. Exactly what every sales manager wants to tell his or her CEO. Sadly, though, not what most sales managers can tell their CEO. If you can’t say with certainty that your call center services are A+ in every way, just what grade would you give them?

It’s time to take a closer look at how you’re doing.

Let’s do a little math. Story problems, like the ones you did in grade school — except these are relevant. Oh, so relevant.

1. If your call center answered each call in less than 20 seconds, as opposed to the industry average 30 seconds, how many more calls could you take in 24 hours? That’s X more orders per day.

2. If your call center’s order accuracy was 99.92% instead of your current performance level, how much could you save on returns and dealing with other mistakes? (Hint: don’t forget to add up the cost of brand damage as well as out-of-pocket costs. Oh, wait. Brand damage is usually incalculable. Ouch.)

3. On average, 3% of would-be customers hang up because they’re sick of waiting on hold for “the next available representative.” If your call center services slashed that abandonment rate in half, how many more calls would that be? (Remember, calls = orders.)

Faster service means more orders. More orders mean more revenue per day. Faster service also means happier customers who buy again. Repeat business means more revenue long term.

Assess Your Current Call Center Services Now

So what’s the correct answer?

Your customers expect your call center services to be A+. All the time. Some of today’s customers are so demanding, they’ll give you a D or an F if you don’t wow them every time. It’s mean, we know, but that’s life in retail in 2018. Unlike your school days, though, you can virtually guarantee straight A’s when you partner with the right fulfillment company. In fact, here at USA Fulfillment, our clients (and their customers) routinely grade us A+.

So give us a call. We’d love to talk about upgrading your call center.