When dealing with a call center, customers tend to either love it or hate it. Which of these two emotions tends to apply for your company’s customers – do you know?
Statistics to keep in mind:
- 96% of customers say excellent customer service builds trust.
- 88% of customers say the experience a company provides is as important as its product or services — up from 80% in 2020.
- 74% of customers say communicating honestly and transparently is more important now than before the pandemic.
(Source: Salesforce: State of the Connected Customer)
“It’s easier to love a brand when the brand loves you back.”
Does Your Contact Center Provide Multiple Communication Ways?
Not all customers are comfortable in trying to resolve issues by email or telephone so limiting them to a single way of contacting your company may result in irritation and frustration with your organization or brand. You’re more likely to have customers falling in love with your contact center if you offer them multiple channels of communication.
Does Your Call Center Call Back?
Customers who have to wait a long time to even get to talk to an agent are unlikely to think positively of your organization or brand. Be respectful of the many demands on your customers’ time and enable your call center to provide a call-back option.
Does Your Call Center Staff Show Empathy?
In addition to needing to resolve an issue, your customers may have personal concerns that may color their moods and expectations. If the agents staffing your call center show empathy, your organization will build trust in your customers’ minds and make it more likely to have customers falling in love with your contact center.
To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behavior is embraced by most of the winning companies.
-Colleen Barrett, Southwest Airlines President Emerita
If your customers complain about long hold times or being passed from agent to agent and having to repeat their issues over and over again, it’s probably time to switch to a different call center provider.
If you love your customer to death, you can’t go wrong.
Try it! You can’t go wrong…
Fall in Love with Your Call Center with Tyme Global Direct
With over 30 years of providing call center support to companies in a wide range of industries, we guarantee our clients a reliable, trustworthy, and love-worthy customer experience for all outsourced functions. Contact Tyme Global Direct and let us provide the outstanding call center experience you need.