In recent years, largely in part to the rise of social media, customer service expectations have changed. No longer do customers want to be treated like a “number” when they call for support or assistance with a product or service. In fact, they want to be talked to like they were your best friend, and given individualized attention, regardless of how long they are on the phone with customer service agents.
Let’s face it: The quality of most products and services has improved, and competitors often offer similar quality items. The prices of similar goods are also comparable between stores and websites. So, from a consumer’s perspective, it is no longer about the quality of the goods being sold or their particular price, but the level of customer service they receive throughout their buying experiences, as well as afterwards if they require additional help and support.
In addition, many consumers want to be able to call a contact center where they can speak to a customer service rep in their own language. In the United States, the two predominately spoken languages are English and Spanish. This means contact centers need to be able to offer both English and Spanish speaking customer service reps for callers.
Frustrated consumers will freely post on social media sites their experiences with various businesses and their customer service agents. It is not as simple as letting their friends and family members know how they were treated on Facebook, but rather sharing their experiences on customer feedback sites like Yelp; posting pictures, if relevant, on Pinterest; and more.
In order to provide the higher levels of customer service demanded by consumers, many businesses are exploring options for outsourced call center services. This does not mean businesses are doing away with their own internal contact centers. Instead, they are looking to expand their existing contact centers in a cost-effective, efficient, and easy manner, while gaining access to experienced and talented call center agents.
Outsourcing eliminates the need to have to recruit, hire, and train your own employees. The customer service outsourced call center service has already taken care of securing talented people. Therefore, businesses do not have to worry about all of the costs of hiring their own employees and can gain access to the staffing they require at a reduced cost.
Other benefits of expanding contact centers using outsourcing include:
1. Access to and development of industry specific knowledge.
2. Easy scalability and expansion as your business continues to grow.
3. Flexibility to decide when you need the extra support to cover your phones.
4. Ability to operate your contact center and provide consumers with 24/7 support.
5. Access to teams of experienced technicians, supervisors, and management staff.
All of the benefits you gain also translate to providing consumers with improved experiences, which increases their level of customer satisfaction with your business. Not only does your business benefit with outsourced call center solutions, but your customers also benefit from the higher level of attention they receive. For more information about customized call center services and solutions for your business, contact Datamark at 1.800-477-1944 today.