Why we need to change the call center image – part 1

by Aisling Moriarty June 11, 2019
Why we need to change the call center image - part 1

Call centers have a bad reputation and it is time to change that image. Many customers prefer to deal with a person but dread the moment they need to call a customer service agent. Why is this? The long wait times, being bounced from agent to agent, having to call more than once to try solve an issue etc. In 2019, this is no longer an acceptable model and if you do not try to steer away from this, you will lose your customers. So continue reading below to learn why we need to change the call call centers image.

Why we need to change the call center image

Profitability

At the end of the day, you want your business to be profitable. So, does just having a high quality product equate to having a highly profitable business? Unfortunately, that’s not quite enough. You could have the highest quality product in the world but if you do not have a good brand image and high quality service, you are not going to be number one. Customers are not going to be loyal to a company that they feel does not care, and with so many options available, it has never been so easy to switch. Therefore, if you want to increase your profitability, you need to listen to what your customers want.

Avoid losing customers

If you want to be profitable, you need to have (and keep) customers. Now more than ever customers expect timely and high quality customer service. If you can’t provide this, well then unfortunately, you’re probably going to lose them. Whether its b2b or b2c, customer service is the most important factor in retaining customers. Most companies focus their attention on customer acquisition, however it can cost up to five times more to gain a new customer vs retain one. This clearly shows the need for high quality customer service. A survey by App institute showed that increasing customer retention rates by just 5% can increase profits by 25-95 %.

Gain a competitive edge

While high quality service should be on every companies agenda. That is not always the case. This is where you can gain an advantage over other companies in your industry. By providing high quality customer service, not only will you have a higher retention rate but you will also be able to build an image of a company that cares about its customers. Which is something that all consumers want.

Now you know why you need to change, what and how do you change. Read nexts weeks entry to find out.

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