Discovering A Call Center Solution Provider
Right or wrong, the customer is always right.
We have learned, lived and breathed this adage as call center owners and managers. We have shared this simple yet pertinent sentence with our agents in order to provide the best in customer service. Perhaps an old saying, the fact that the customer is always right is now more important to remember and put into play more than ever.
As a matter of fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Microsoft Basically, if the customer is in the wrong, it is highly suggested that you find a solution to make it right. 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. Harris Interactive and as a result, 91% of customers who are unhappy with a brand will just leave without complaining. Kolsky Due to the power and impact these statistics have on your call center, now is the time to find a call center solution provider.
Ask your customers to be part of the solution, and don’t view them as part of the problem.
–Alan Weiss, Author “Million Dollar Consulting”
Enhancing Customer Service
An excellent call center solution provider will allow for call centers to handle customer service problems in a quick and accurate manner. Often considered to be the pivotal platform for call centers, a call center solution provider will handle and process emails, voice mail messages, call back requests and online chat sessions to allow a client to have an unforgettable customer experience.
According to New VoiceMedia whitepapers, if provided with better customer service, “68% of customers say they would be more loyal, 59% would recommend the business to others, 34% would use the business more frequently, and 30% would spend more money”. In order to fulfill these customer requests in your call center, the solution can be found right at your fingertips.
Features and Benefits
The top two features you should be certain that your call center solution provider has are: Predictive Dialers, and Workforce Management Dashboards. Predictive Dialers ensure that a call reaches an agent in a timely manner to avoid dead time on a call. Workforce Management Dashboards display data including call times, customer service survey results in a simple way. This benefits agents by allowing them to see their performance, and managers by pinpointing where certain areas may need attention. Additional features to look for include: call recording and conferencing, performance monitoring, web-based agent and administrative interfaces and auto call distribution.
Depending on if your needs are for an inbound or outbound call center, the company that you work with should have the ability to customize according to your needs. And that company is CallShaper, the originator of a cutting-edge call center platform for efficiency, and compliance-minded directors of inbound and outbound telemarketing call centers. The CallShaper professional team will get you on the right track to success so you can begin to prosper from your call center solution provider and help you to achieve your call center business goals.
At CallShaper, we guarantee you will be more than satisfied and will work with you to ensure that you get the most from our call center platform. Reach out to us- we are here for you, and just a call away.
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