I doubt I am the only one who gets that feeling in the pit of my stomach when I realize I have been redirected to a company’s call center. Let’s face it, most of us hate call centers. Why? It boils down to our past experiences with customer service.
If you are a business-owner and your company has a call-center, ask yourself these two questions:
- Are you getting a lot of complaints from customers about your call center? Or even complaints from your call-center employees about the customers they speak to?
- Do you feel that you are missing out on potential sales because of the way your call center functions?
If you answered yes to one or both of these questions, then your call-center needs to step it up.
A call center is usually the first impression customers have of a company. A customer assigns a voice, an attitude, a personality to a company within the first few seconds of their interaction with a company’s call center employee.
Call centers are often an overlooked part of sales and KPIs. If you are looking to improve brand loyalty, then good customer service matters.
As a business-owner, you have to ask yourself the hard questions. Do you have the right staff and training to support your sales strategy? Your talent affects your market value. It is not just the key decision makers who are the most essential people in your company. In fact, your call center is an extension of your sales team. You never know who could be on the other end of the line. It could be someone from Forbes Magazine! How your call center employees handle a telephone call could make or break a customer’s brand loyalty to your company. It really is about how your customers experience your brand daily, consistently.
Running a business is not all about making money. Your company should focus on being consumer-centric if you want to be successful in today’s marketplace.
Baker Creative recognizes that every touch point matters. We partner with your HR management to recruit, develop, communicate, train and retain your talent to think, understand and speak with one voice. Baker Creative is here to help you stand out – to help you realize your company’s full potential. Because when every one of your employees is connected to your company’s mission and vision, anything is possible.
Photo Source: freedigitalphotos.net