Customer service can make or break any company. It is said that 89 percent of consumers are likely to leave a company for one of its competitors as a result of poor customer service. In addition, nearly half of all consumers in the U.S. are likely to cancel an online transaction if their queries/concerns are not resolved in a timely manner.
So where does a call center service fit in all this? First, a call center is simply more experienced and better equipped to handle calls at a bigger volume. Customer touch points are not limited to calls and in fact include live chats, text messaging, and even social media.
Second, call centers employ more people dedicated to providing high-quality customer service. Without a call center to back them up, small businesses are likely to be overwhelmed by the number of calls and queries they receive regularly.
Third, call centers can be enlisted to generate leads, carry out surveys, send out SMS notifications, and more. With each call or transaction, call center representatives can reach out to customers and take note of their opinions, concerns, and insights. The feedback and information gathered should prove useful to any process improvement the client wishes to implement.