The bad news. There are five issues common to Call Centers that can cause you to lose 9 out of 10 customers.
The good news. Once addressed, you can make your top call agents almost twice as productive as their least industrious counterparts – boosting customer satisfaction and upping retention rates.
When someone rings in to a call center looking to resolve a problem, they’re going to be pretty selfish. They might even be angry. They’ll probably be impatient, too. And so they should be. They purchased a product or a service and, for whatever reason, something has gone wrong. They don’t care about your problems as a service provider – they simply care about their problems going away. And if you can’t help, they’ll be the ones going… directly to your competition. Continue reading →
Focusing on customer satisfaction is a no-brainer for every organization. But if you truly want to build long-lasting relationships with our customers, we need to humanize our interactions.
Our organizations are obsessed with customer satisfaction. Maybe too obsessed.
It’s pretty clear why, judging from the research. Customers who receive the best experiences spend 140% more than those with who receive the poorest ones. And far from being cost-prohibitive, providing superior customer experience actually reduces the cost of serving customers by as much as 33%. Continue reading →