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Topics: Call Centers

Customer support is more important than ever before. Nearly 70 percent of consumers report they’d consider switching companies if they thought they were getting bad service. Customers who have bad experiences are more likely to tell others, leading to a lot of negative publicity for a company.

Download our free guide to discover how call center technology is evolving.

It may also feel like customer expectations are sky-high. If you’ve been left wondering how you can possibly offer your customers even better support than you already do, consider some of the following call center services.

5. Callback Technology

Your customers are busy people, and they don’t want to spend time on hold with your customer services reps. In fact, one of the biggest complaints people have about call centers is that they have to wait to speak with a rep—sometimes for an inordinately long time. Some customers get frustrated and hang up!

Callback technology, which has been around for a little while now, is the potential solution to this issue. Instead of making your customers hang around on the line, log their places in the queue, take their names and numbers, and allow them to hang up. You’ll call them back when their numbers come up!

4. Customer Outreach

Many people think of call center services as unidirectional: Customers call in when they have a problem or question. If that were the case, you’d never hear from some customers, even if they were unhappy or dissatisfied with the product or service they received.

Instead, add customer outreach to your call center services. These outbound services allow your customer service reps to get in touch with customers, whether to tell them about a great new offer or to ask them about a recent brand interaction. In this way, you bolster your customer support and reach customers who you may not otherwise hear from.

3. Data Mining

Ever considered how much data your call center collects? More firms are realizing the potential for mining that data to offer their customers better experiences. Your customers provide you with a great deal of information you can use to better tailor your products. When you know who’s buying your product or service, what they like about your offerings, and what they dislike or what they’re struggling with, you can work to improve what you bring to market.

Data mining from a call center works on two fronts. First, it can be a Big Data operation, which allows you to get a more general sense of your customer base as a whole. Second, it can allow you to tailor your services to each individual customer.

2. Planning and Strategizing

You may not have thought of your call center as your first stop when it comes to creating a customer experience strategy or even a strategic plan for your business—but another service your call center can offer is effective planning and strategizing.

Since the call center interacts with your customers and collects data on them, it has the most extensive knowledge base about who your customers are and what they want. With that information in hand, your call center is poised to make important contributions to any planning or strategy session.

1. Multiple Methods and Multiple Centers

Do you offer around-the-clock care to your customers through a variety of channels? If not, you should likely consider these call center services, since they have a vast impact on your customer support.

Offering customers more ways to get in touch with you is never a bad thing; some customers still want to pick up the phone, but others want to communicate by email, text message, or webchat, while multiple centers allow you to employ a follow-the-sun strategy.

How Call Center Technology Is Evolving

Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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