Call Centers can Help You Create Loyal Customers
In today’s world, just about everything gets studied. Whether it’s through scientific journals, universities, or privately owned companies, chances are you can find some research about any subject. Call centers are no exception. Plenty of research has been done to not only prove the usefulness of call centers but also provide statistics to improve operations, create loyal customers and show what areas of the business need more attention. Below are some interesting factoids that everyone should know about call centers, whether you work in one or with one.
Loyal customers are always worth more.
According to the White House Office of Consumer Affairs, a loyal customer is worth up to 10 times as much as their first purchase. Loyal customers are great for a business. After all, it should be the goal to keep customers coming back for more. Through proper upsell and cross-sell techniques, along with useful technology such as CRM and cloud call center software, a person can easily be more than just a one-time sell. The call center just needs to provide the level of attentiveness and personalization required.
Customers will terminate a conversation mid-sale if they receive poor service.
In a study conducted by American Express, it was found that 78% of customers have ended a transaction before it was complete or not made an intended purchase because they experienced poor service. Just because a customer says they want to make a purchase doesn’t mean the sale is in the bag. How call center representatives treat people over the phone is critical to the day-to-day operations of a business and can have a lasting impact on a bottom line.
A majority of companies provide effective tools and training to their representatives.
Thanks to a study by Peppers and Rogers Group, we know that 65% of companies that own or employ a call center provide their representatives with the proper tools and training to gain trust with their customers. With technology such as call monitoring, reporting and tracking, there is an abundance of call center software tools to assist with the training of employees. Call recording, for example, provides new hires a chance to listen to customer interactions with seasoned representatives to identify proven strategies and best practices. A company that is willing to provide these types of technologies is a company invested in quality service.
Representative knowledge is best for customer relationships
Harris Interactive reached out to several customers regarding their experiences on the phone with a call center, and it was revealed that customer service agents failed to answer questions 50% of the time. Given that the representative is meant to be an extension of the business and should know all about the products and services being offered, this statistic does not bode well for customer relations. The ability for representatives to achieve first-call resolution is essential in keeping happy, loyal customers.
Americans tell more people about bad experiences than good ones.
The last thing everyone should know about a call center comes to us again from American Express. The company determined that Americans tell an average of nine people about good experiences and 16 about poor experiences when it comes to talking to customer service. We’ve mentioned multiple times how important relationships are with customers, and if representatives aren’t trained properly, their negative calls can result in more than just one unhappy customer.
Information is always key. The more information a business has, the better it can operate. There is plenty of information readily available for call centers, and it would be useful to read up on some of it if your business wishes to have happy, loyal customers.