WWPA - Rudolf Faix

Offshore Call Center Outsourcing

Improving Customer Retention

Outsourcing customer service can help your business retain customers by providing them with instant feedback and support in a cost-effective manner.

Not long ago, customers could contact virtually any company when they had a question or a complaint. Phone numbers were readily available, and all it took was a call to answer a question. The internet-age has enabled numerous modern companies to dodge inbound calls from customers by hiding behind their websites, and by merely providing online and digital support. However, consumers still want a human interaction and a live person with whom they can speak when an issue arises.

Quite often, consumers leave simply because they don’t believe that you truly appreciate their business. You can keep customers longer by adhering to a few simple guidelines:

  1. Be Responsive
    Represent your company or brand well by making yourself available. Provide your customers several different methods of obtaining assistance. Regardless of the means, make sure they obtain a resolution the very same day. Customers can often be placated simply with an outbound call or email that imparts the knowledge that you are genuinely working to solve their problem.
  2. Go Above and Beyond
    Use customer complaints to your advantage. You can learn from complaints and use negative calls to create a superior end user experience. This will help you prevent simple, one-time problems from becoming recurring customer service issues.
  3. Adapt
    To be successful, your business must always be evaluating customer service practices and adjusting properly. If something isn’t working, be ready to adapt and make changes. Figure out why customers call, compile the reasons for communication, assess them, and talk with other divisions to pro-actively get in front of the problems.
  4. Support your Staff
    Your call center agents carry communicate with customers more than anybody else. Keep them up to date with sales and marketing collateral, company news, and employ representatives depending on ability, values, and choose representatives who enjoy helping people.
  5. Interact with your Call Center
    Many businesses new to outsourcing want to hand off their services to a call center, and assume that all of their problems will be solved. For maximum effectiveness, get involved with training your representatives and keep them up to date with what is going on with your business.