More Than Just A Call Center: How To Stay Relevant To Modern-Day Customers

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Call Center

We’ve all experienced bad customer service one time or another. It’s hard to forget some of those conversations and experiences, and avoid them at all cost. Yet many modern-day businesses still hold tightly to old-school customer service tactics, refusing to change with the times.

The reality is, most customer service operations just don’t care. The reps are in a call center somewhere answering hundreds of calls about products and services that they’re not even remotely passionate about. No surprise, those types of customer service lines are widely unpopular. They simply don’t mix with the technologically advanced age we live it. Simply put, they’re antiquated.

Don’t fall into the trap of assuming you can get away with subpar customer service. Because believe us – it will come back to bite you. Slack now, bear the consequences of it later.

So make the changes you need to make in order to really satisfy customers. Maybe that means outsourcing your customer service line or maybe that just means making tweaks to your in-house operation.

Either way, here are a few tactics you can implement so your customers can get the answers they need and the products they want.

 

1. Friendly and well-informed representatives

When you choose a fulfillment partner, you can’t just pick any call center under the stars. You need to have strict criteria and high standards, especially when it comes to your representatives. They’re the ones who will be conversing with your customers – if even one of them fails to dedicate themselves to high-quality service, you lose.

Your customers’ interactions with your business reps will leave a lasting impression, so be sure it’s a good one. It requires patience and skill, as well as knowing the ins and outs of every product or service that you offer. Before you pair up with a partner, be sure their customer service crew is top-notch in every way.

 

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2. A variety of platforms

Although some find it simpler to ignore technological advances, your best bet is actually to welcome them with open arms. It may not seem worth it to you, but trust us, it’s worth it to your customers. Don’t just rely on the phone line for customer service – give your customers options. Some prefer email for less urgent requests, and some prefer social media DM’s for rapid response. You can even meet in the middle with a chat option on your website homepage.

The easier it is for customers to access you, the more they will appreciate you for catering to their needs. Moreover, they’re likely to have a much better experience when they’re allowed to use their preferred method of contact. So, think about jiving with the new way of doing things, it could be a great opportunity to connect with your customers.

 

3. A dedication to your brand and its growth

This requires your call center partner to be flexible. They need to be all-in, 24/7, always willing to cater to your unique business needs. Their dedication to you means being right by your side when you expand, and always staying up to date with the company’s new advancements, products, and services. That way, when your reps are in communication with your customers, they know how to fully and substantially respond with satisfying answers. They’ll even know which products to recommend for them.

When you’re working with employees that follow the high-touch business model, you’ve got the best. So start thinking about outsourcing to 3^rd party customer services to stay relevant.

Interested in learning more? Give us a call, we’d love to chat!