Whether providing exceptional customer service or uncovering sales opportunities from new or existing customers, the tactical goal of any call center is to establish a fast, direct customer connection. For this reason, companies must strive to ensure that every customer touch point is a positive one, focused on building a relationship that will last. But without the proper resources, this is a very difficult task.
Statistically speaking, companies that are not equipped to deal with the sometimes volatile demands of customers over the telephone put themselves in serious jeopardy of losing them. In fact, seven out of ten business calls result in the caller being placed on hold. Moreover, after only one minute and 55 seconds of wait time, the majority of consumers will hang up. And 34 percent of callers who hang up the phone after being placed on hold will not call an organization back.
Further, 86 percent of customers will cut ties with an organization due to a negative phone experience. And even worse, 89 percent will turn to a competitor for service following a negative experience.
By outsourcing contact center services or program overflow to a third-party provider, like Solix, organizations can avoid issues that arise due to problems such as internal staffing constraints and budget restrictions. For a fraction of the price that it costs to purchase call center hardware and properly train and certify additional internal agents, you can:
- Augment your resources to manage inbound or outbound call volatility
- Leverage technology to match the most appropriate and cost effective solution to each customer touch point
- Ensure quality, professional brand representation at every connection with specially trained agents for your program or campaign
One of the biggest issues currently facing call centers today is the fragmentation of communications. Customers are not just reaching out to companies directly over the telephone anymore. They are taking a multi-channel approach to reaching your contact center agents – from live chat to social media to in-store kiosks. This means that your contact center must be prepared to handle any communications vehicle and multiple media platforms, especially since Americans are now spending 12 percent of their media time on mobile devices. Contact centers or customer care units within an organization must be able to adapt and grow with technology and with changing customer behaviors. Many turn to companies, like Solix, to outsource their programs or augment their internal resources to meet their demand and deliver an exceptional customer experience.