When it comes to providing the best customer service, there are a few key elements to consider. The hours your agents are available to answer calls, greet customers, and listen to music, as well as the routing rules you have in place, are all important components of customer service. With the right approach, you can overcome any worries you may have about phone support. Customer service is the assistance that organizations provide to customers before and after they purchase a product or service. It's essential for customer service representatives to value potential and existing customers equally.
They are the main line of contact between an organization and its customers, making customer experience a fundamental aspect and a top priority for customer service teams. Although self-service has become increasingly popular, 59% of customers still prefer some type of personal contact outside of their customer service. Therefore, regardless of the type of customer service you decide to include in your service strategy, it's important to make sure that your customers are connected with highly qualified and knowledgeable agents. Not being able to understand a customer service agent is considered to be the most irritating part of a customer service phone call experience.9 By choosing an offshore service where this is likely to happen, you risk losing 51% of your customers who won't want to do business with you again after such a negative experience.10A contact center provides access to a wider range of trained specialists and gives representatives the essential tools and training they need to make calls, run a live chat, and provide technical support via email. This makes it a clear advantage over a partnership with a call center.
