Misconceptions about contact centers can get in the way of customer experience. In order to deliver the best service possible, management has to be clear about the benefits of call centers while dispelling these four common myths.
Myth #1: Contact Center Agents Don’t Actually Care About Customer Service
Since agents are the first people who customers talk to when they have a problem, it’s understandable that they’re also the first blamed. In truth, contact center reps are just as invested in the company as management is. According to Deloitte Consulting, over 60% of businesses view customer experience as a competitive advantage, which means the agents are expected to deliver great service. And, according to a study done by Forrester and Waterman Consulting, companies with superior customer service outperform the S&P 500 in stock performance. The key for management is to hire, train and authorize agents to live up to company standards.
Myth #2: Call Centers Offer No Return on Expense
Some companies look at contact centers as “cost” centers – money goes into them, but nothing comes of it. Quality businesses, though, understand how important it is to maximize every communication with a customer. Contact centers have the ability to turn an angry consumer into a happy one, which has a major effect on the business’ bottom line. Offering great customer service affects word-of-mouth reviews on the internet, and reputation plays a big role in how many customers you attract and retain.
Myth #3: BPO’s Don’t Understand my Business
Many businesses worry that business process outsourcers will offer callers general support instead of specialized assistance. Quality call centers, though, work with your specific business to create a custom service that fits your needs and the needs of your customers. Even more complicated calls can be handled by a prepared and knowledgeable outsourcers.
Myth #4: People Hate Talking On the Phone
It’s no secret that social media and mobile devices have greatly impacted the way that businesses deliver customer service. Talking on the phone isn’t antiquated.. With many self-service options, the more complex the problem or inquiry, the more the customer will want to call rather than e-mail. It is crucial to pay particular attention to these calls; many customers call when they have a significant issue.