As an individual customer, whether phoning or messaging direct, or whether communicating via email or through a retailer’s website, you will have been on the receiving end of any number of irritations. Just a couple of examples will be mentioned before proceeding with the motivation to take an utterly discerning view on how you approach the search for a call center agency as an outsourced service provider to aid and abet you in your own business.
The one irritation has always been the robotic voice prompter for you to ‘please be patient’ while you patiently wait your turn to be serviced. And then you end up waiting for twenty minutes, if not more. Well, for most of you reading this now, that sinking ship sailed and sunk a long time ago, because, unless it is extremely urgent, no-one waits that long online or on the mobile anymore. As you well know, in your experience as a business owner, time is money, and money waits for no-one. You know, and today, your professionally run call center know that there is money to be made.
If you make the money, they make the money too. It is a win-win scenario. How can you and they choose otherwise? The other irritation encountered by phone-in customers has been rudeness or utter stupidity. That’s only if the customer or client was lucky enough to get through to a call center operator. Today, professionally trained and professionally managed call center operators communicate with your customers with an impeccable command of the chosen line of communication and with the utmost politeness and respect for your customers.
They are also fairly knowledgeable on your specialist product and/or service line. You may be wondering just how this could be possible. Part of the call center’s job detail will be research and development. It makes sense. How can any agent worth his salt service your clients if he knows next to nothing about the business you are running. On the side of understanding your client detail that works a little differently and that also comes with experience.
You will have heard the old saying that ‘your reputation precedes you’. As a discerning client yourself, you will want to know whether your possible outsourced call center contract will work in your favor. You will have online access and you will be privy to customer reviews, complimentary on the whole. But as a business owner, you have also learned to be suspicious while still trusting your instincts. You have learned from experience never to take things completely at face value.
But even so, right from the moment you begin consultations with your first call center agent, you will be able to test the company’s values in terms of customer centricity and the ability to promote your brand and business. How you prefer to chat is entirely up to you, but do not be surprised if your consultant is this polite.