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Outstanding Call Center Providers Focus on Quality Customer Services Over Vanity Numbers
Enough with the call center power rankings. Quality over quantity that’s the principle call centers should start to uphold.
Besides, the easiest way to differentiate your business from others in your industry is customer service and not rankings. The better Service you can provide to customers, the more people will seek your offers.
In fact, according to Microsoft’s State of Global Customer Service Report, 58% of customers say that customer service affects their brand choice. In the same report, 61% of consumers say they have stopped transacting with a business after a poor service experience.
In short, call center services, like customer service, can make or break your business.
So, instead of focusing on vanity numbers such as rankings and revenues, focus on these 12 service pillars. The aspects of customer service that customers, employees, and leaders consider necessary in building a successful business.
12 Key Customer Service Pillars of Call Centers
Like any firm structure, excellent customer service stays resilient with solid pillars. Here are 12 customer service pillars your call center provider should strengthen for unprecedented success.
Speed in Resolving Issues
Fast response times are a pretty obvious pillar of Service that call center service providers should focus on.
Not everyone will have the patience to wait in queues. If customers are facing problems right now, they want it to be resolved immediately.
A research report by PEGA found that 59% of customers agree that speed in resolving issues is the most critical aspect of customer service.
Business leaders (46%) and employees (53%) also agree that companies should focus on quick resolutions and fast responses to problems. Customers want swiftness through the interaction, from first contact to resolution.
Time is people’s most important resource, and customers clarified that waiting is annoying. So make it a priority to provide your customers with fast Service and solutions. Do not rely on rankings alone; focus on the BPO company’s KPIs and SLAs.
Knowledge of Product and Service
A great customer experience is not only built on fast response; the correctness of the information also matters. According to Deloitte, 66% of telemarketing call centers believe that the accuracy of the data provided will be customers’ priority in the future.
That means more product and service knowledge will be emphasized in the coming years. Instructions should be short, and agents must know how to listen correctly to customers to provide value-adding information instead of noise.
Reliability
Reliability and knowledge of Service go hand-in-hand. When the customers have to interact multiple times with the call center for the same issue, the customer experience gets diluted. BPOs and businesses do not want that.
In research by MIT Sloan Management Review, they highlighted that service reliability is the service “core” to most customers. In simple terms, reliability is the heart of excellent Service.
However, large, well-known U.S. firms are more deficient in reliability than in any other. Meaning there is a lot to be done to improve service reliability. That is why call centers are stepping up for the challenge.
With more BPOs focused on improving their service design and training their agents to be attentive to details, they can help mitigate or eliminate service unreliability.
Proactivity
Modern BPOs are adopting and developing techniques and technologies for proactive communication.
One good example of this is Omnichannel Services. According to Vector, companies that use omnichannel strategies retain an average of 89% of their customers, while companies that don’t have such plans retain only 33%.
As the number suggests, omnichannel is a value-adding trend that might stay long in the industry. It plays a vital role in helping customers interact at all levels with your brand across all touchpoints and provide a consistent experience throughout their purchase.
Among the many other trends that promote proactivity are:
- Chatbots
- Data-driven Marketing
- Augmented Reality
- Voice Commerce
- IVR
Ease of Access
With the technology boom, customers expect nothing less but easy access to their chosen communication medium.
However, that is not always the case for BPOs, as some do not have the technology to accommodate the surge of calls and inquiries. This presents a problem for businesses and customers.
In a study conducted by Microsoft, it turns out that 34% of U.S. respondents listed the “inability to connect with a live person for support” and “automated IVR” as some of the most frustrating aspects of the customer service experience. These are primarily due to outdated technology and processes.
Although 34% sounds manageable, remember that they also found out that 61% of consumers stopped transacting with a business after a poor service experience. Bad Service can cause tremendous setbacks to a business.
Personalization
Knowing your customers is important for achieving service excellence.
However, personalization does not have a direct relationship with loyalty, as per the University of Nebraska – Lincoln study. It somewhat improves communication between customers and brands, which is another essential part of customer service.
It, however, contributes to driving customer satisfaction towards your company, which can sometimes indirectly influence trust.
Digital Edge
The value of technology in the call center setting is incomparable to anything else. Technology is a leading enabler of BPO and plays a significant role in achieving success.
In a study about the relationship between quality and technology in a BPO setting, they concluded that there is a relationship between the two.
Technology allows the adoption of best practices in a business to speed up. It also contributes to providing a sustainable quality level of Service even during maintenance hours. In short, it provides business value to both buyers and service providers.
Due to this value, companies seeking BPO actively leverage the advantages by making the most of technology.
Consistency
The goal of each call center provider is to provide a seamless and safe service experience for all customers through every customer touchpoint. Consistency means that regardless of the channel (email, web chat, phone, etc.), the experience and the information conveyed are all the same.
However, consistency seems to be a massive problem for BPOs.
This is based on a Customer Experience Executive Report, which revealed that only 10% of organizations believe they are “excellent” at delivering on expectations.
The same study also revealed that 70% of customers identify First Contact Resolution as the most important factor when interacting with a brand.
Customer Contact Week Digital’s 2019 Market Study emphasizes this conclusion even more. They found that 66% of call center businesses are looking forward to investing in Advanced Analytics to provide a better customer journey. This is not only to fast-track customer service with AIs but also to drive service consistency.
Customer-Centric Service Delivery
Service should all be about the customer’s convenience. So, any innovations or new strategies should be implemented for the betterment of the quality of service.
That is why new-generation BPO companies are adopting AI tools that can fasten and improve customer service. AI tools such as sentiment analysis can help speed up processes by quickly identifying the sentiments within a large data set, often faster than a call center representative.
AI helps determine customers’ expressions and tones by scanning through keywords in their messages. This helps to analyze and manage customer experience across different touchpoints.
CRM is also a popular tool that call centers use to provide customer-centric service delivery. With CRM, live agents can identify pain points and provide solutions to all related questions customers have trouble answering.
Nurturing Responsibility
Businesses are so caught up with the competition that some ignore customers’ complaints. BPOs who care about vanity numbers, such as their rankings on different websites, pay a considerable amount of money only to look good.
Unfortunately, that is not how to nurture responsibility.
Listening to customer complaints and responding effectively is good business. Customers love it when expectations are met, as advertised. Staff should be flexible and creative to solve and anticipate problems.
Creative Thank Yous
Most BPO companies will not take the time to thank their customers.
Although it sounds out of place, saying thank you for patronizing your services and products means a lot. For one, it sends a positive impression that your brand cares about them. And that their time and effort in inquiring about or getting to know your company is appreciated.
Showing customers how thankful you are is not only limited to words. You can guide it through offers and extra services, as well.
Focus on BPO companies that know how to make customers feel special. It is a huge plus for your business image and will help you stand out.
Customer Retention
Customer satisfaction is parallel to customer retention.
If you want your customers to stay loyal to your brand, get a BPO partner to provide customers with a
To measure how well a company can satisfy its customers, look at its Net Promoter Score (NPS) and Customer Effort Score (CES). These are the ultimate performance indicators to help you identify if a BPO company can genuinely help you with your goal.
Why Should You Outsource?
Outsourcing is a practical approach to contracting out corporate processes to third-party companies. When utilized properly, it minimizes the risks involved in various operations, delivering an assortment of benefits from cost savings to increased competitive advantage and service enhancements.
It can assist your company in being more adaptable, agile, and flexible in response to the market’s ever-changing conditions and problems.
Focus on your business core
Outsourcing may significantly improve the operation’s performance because it frees up time and resources to focus on your core business and lets your employees focus on their primary responsibilities and long-term plans.
Tasks that aren’t suited to your skills – or for which you lack expertise – should be delegated to professionals who can handle them considerably better and in less time. Spending every second of your day dealing with something that doesn’t match your company’s significant strengths wastes money and time.
Reduce costs
One of the most time and cost-consuming operations of any business, regardless of the size, is hiring and training the workforce. These procedures can take months; there is no guarantee that the individual in issue will be a worthwhile investment and valuable team member. By paying solely for the services you intend to use, you can transform labor costs into variable costs.
Most businesses have periods of the year when they have more work and, as a result, more capital and periods when they have less work and, as a result, less capital. Usually, you would pay your employees the same wage throughout the year and cover other costs such as office and restroom supplies, furnishings, specialist equipment, computers, and servers.
Improve Service
Bel and outsourcing can assist in improving Service. Why invest time and money in training an in-house customer care team when you can hire specialists who can generally do the job of enhancing one? IT performance, HR tasks, and financial services are some of the most widely outsourced occupations, and firms worldwide have been working in those specific industries for years. Having an offshore company handle non-core business activities usually leads to better Service.
Lower Regulatory Costs
Companies can pay offshore workers less, and significantly lowering regulatory costs also drives down the outsourcing price tag. Programs like Social Security, Medicare, and unemployment insurance don’t exist in many developing countries, further driving down outsourcing costs. Even if an outsourced worker makes the same as their American or European counterpart, lower regulatory costs mean it’s usually much cheaper for the business to go with the overseas employee.
Outsourcing Gives You Access To New Technologies
The demand for investing in the most up-to-date and high-quality technological facilities has grown due to the rapid growth of companies by digitalization. Through outsourcing, you can minimize prices without jeopardizing the quality of your services and products. Outsourcing might help you lower your equipment costs. Your outsourcing partner should have the tools and resources required for your business. With this, you will have a lot of savings to use for service enhancement.
Allows You To Assemble Your Dream Team
One of the critical advantages of staff leasing is working with a team of experts who best fit your business requirements. For a growing business that aims to expand operations continually, getting assistance is necessary to accommodate your business’s increasing needs. It may be wise to outsource your talent acquisition. Outsourcing saves you from finding suitable candidates with the required skill set for the role. Looking for an effective outsourcing partner who can help you enhance efficiency and productivity is essential.
Outsourcing may significantly improve the operation’s performance because it frees up time and resources to focus on your core business and lets your employees focus on their primary responsibilities and long-term plans.
Tasks that aren’t suited to your skills – or for which you lack expertise – should be delegated to professionals who can handle them considerably better and in less time. Spending every second of your day dealing with something that doesn’t play to your company’s significant strengths wastes money and time.
The Most Outsourced Call Center in the Philippines
Are you looking for a reliable outsourced call center provider that understands all the 12 pillars of excellent customer service? We are your best option.
We are Magellan Solutions, the premier BPO service provider to SMEs. You can guarantee the best results with our wide range of services and our unwavering focus on quality over quantity, industry discipline, state-of-the-art technology, talents, and business transparency.
Not only that, we have 18+ years of industry experience. And we are also an ISO 27001-certified, GDPR-compliant, and HIPAA-compliant firm.
Shoot us a message if you want to experience a difference in your business today! Our business development team will be with you ASAP!
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