This type of experience is recorded and gauged by the call center process.Ī call center process is the standard method that service reps use to handle telephone calls with customers.
Now that’s word-of-mouth marketing, if I’ve ever heard it.Īs helpful as live chats, knowledge base articles, and forums can be, offering your customers the option to talk live with an expert can make the difference between a sporadic customer and a loyal one.Ĭall centers can significantly impact a business, and it comes down to the experience service reps provide to callers on the line. They’re also extensions of your marketing - 72% of customers will tell at least six other people about good customer service experiences. (Alternatively, over 82% of customers have taken their business elsewhere after a poor customer service experience.)Ĭall centers are extensions of your brand and present more opportunities to interact and attract loyal customers. This is especially true when customers are dissatisfied.Īdditionally, 73% of customers “fall in love” with a company because of experiences with friendly customer service representatives. Why?Īlmost 75% of customers prefer voice communication - via a phone call - over any other customer service channel. Why are call centers important?ĭespite the rise of digital service and support channels, call centers remain integral to companies worldwide.
Customer service call centers provide information about and support for a company’s products or services.Ĭall centers can be organized to serve several business purposes, including inbound and outbound calls for sales and marketing, lead generation, customer service, IT support, and more. Call 87 or via our convenient Contact Form.A call center is a dedicated office of representatives set up to receive and field a high volume of phone calls from customers and potential customers.
Inquire about our telephone mystery shopping services and let us help you increase customer satisfaction, customer retention rates and your overall sales efforts. Your call center sets you apart from your competition and it’s the key reason your customers keep coming back. Customers are often willing to pay premium prices for the value they place on excellent service.īusinesses that wish to thrive and survive long term need a great call center quality assurance program to make sure customers get excellent, consistent service every time they call. Many studies have been done that indicate that there is a direct correlation between providing outstanding customer service and increasing customer retention. Outstanding Customer Service Means Loyal Customers & Increase in Sales We provide this service in an impartial, objective manner to give you the most accurate look at the quality of your call center agent’s customer interactions. has years of experience planning and implementing individualized telephone mystery shopping programs for its many clients. is ready to customize a telephone mystery shopping program to meet the needs of your unique business call center operation.Ĭustom Call Center Evaluation Services for Measurable Results. Exceeding their expectations is vital and will help your business thrive in any competitive marketplace. Failure to meet or exceed their expectations can dramatically effect your business. Both new and existing customers expect knowledgeable, high energy and friendly call center agents that will answer questions and resolve issues for them every time. Where existing customers get their issues addressed and resolved. The Call Center: Where new customers interact with your call center agents and get a first impression of your company’s products and services. Outstanding Customer Interaction Is Vital To Your Business