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Topics: Call Centers

A sale isn’t a transaction. It’s a contract. You’re indebted to customers when they buy your product. You have to make sure that they get the best possible investment out of their purchase. If they do, they’ll generate word-of-mouth business that the greatest marketers only wish they could buy. Skimp on your customer service efforts, though, and you’ll alienate customers to the point where they’ll never shop with you again. 

If you’re like most professionals, you don’t want the latter scenario to play out. But concerted customer service efforts require extensive investments. You may find it difficult to provide adequate support if you suffer from time or budgetary constraints. Fortunately, outsourcing your customer service tasks to a third-party call center can help alleviate these concerns. 

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

The right call center won’t just help you save money, though. It will also use innovative techniques to serve your customers in a more efficient manner. Read on to find out how your patrons can benefit from revolutionary call center technology.

Callers Can Connect with Experts Faster

Long wait times are among the most frustrating aspects of customer support. Customers may already be upset if they have problems with your products. Delayed service may only make them angrier. At the same time, letting an inexperienced representative handle a complex call will only result in poor advice. So how do you reconcile your need for fast service with your limited resources? 

Look for a call center that uses call distribution when you consider outsourcing your customer support. Tools such as interactive voice response (IVR) determine customers’ problems before connecting them with agents. Next, they divert calls to qualified representatives. This reduces wait times and ensures better service.

Representatives Can Engage with Callers in Numerous Ways

The telephone used to be the customer support representative’s primary tool. But as call center technology has advanced, agents have added new techniques to their repertoire.

Today, these professionals are as likely to engage with a customer through email, instant messaging, or text as they are to pick up a telephone. Well-equipped call centers offer multiple communication channels to your customers. In doing so, they offer your clients more freedom and flexibility than in-house services.

Customers Benefit from More Personalized Service

The whole point of customer service is to foster one-on-one relationships with your patrons. You won’t satisfy a customer if you make him or her feel like one of the many problems you have to solve in a given day. That’s why personalized service is so important. It shows your clients that you value their business enough to treat them like real human beings rather than obstacles. 

Some deride call centers for their lack of personality, but new technology has made these facilities even more personable than even in-house customer support teams. Customer Relationship Management (CRM) software allows representatives to call up a client’s entire history with a company in no time at all. This helps agents respond to inquiries quickly without losing sight of the person on the other end of the line.

Representatives Can Speak Multiple Languages

The globalized nature of business means that you may do business in foreign countries. Potential language differences could erect communication barriers between your customers and support representatives.

Fortunately, the latest call center technology makes it easier for you to provide service to multiple locations remotely. This will enable you to support clients who speak different languages with greater ease. Your customer engagement efforts should never be hampered by linguistic gaps, and thanks to this technology, it never will be.

How Call Center Technology Is Evolving

Martin Roseweir

Martin Roseweir

Martin is the senior vice president of Bill Gosling Outsourcing’s U.K. location. Martin has been with the company since 1998 and leading the U.K. team since 2012. His current role consists of managing budgets and building client relationships, while developing strategies to enhance productivity and improve processes. Martin also has a Credit Services Association (CSA) diploma with distinction. He has been married for over 25 years and has one son and a dog. Martin also likes to cycle and watch football (not the kind with shoulder pads). This year, he plans to take on the challenge of “Munro bagging”—climbing mountains in Scotland over 3,000 feet high.

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