Have you
ever felt enraged after talking to a customer support agent? If the answer is in
the affirmative, then you would be shocked to know that you are not alone. Many
callers have felt like throwing their phones after an awful experience with an
agent. It is not to say that the fault has always being with the agents, as
many a times it is the product that fuels the rage in customer. However, if you
have outsourced your inbound call center services and often receive complaints about customer care representatives’
behavior, which cannot be directly linked to the quality of the product, then
it is time rethink your options.
It is all
well and good to wake up late and make a switch to a better call center outsourcing service;
however, customers lost through bad service are hard to regain. This is why;
you need to find the best call center in your first attempt to minimize the
damage to your reputation.
Importance of the Vision and Work Culture of a Call Center
One of the
biggest reasons why some call centers work for you and some don’t, is the work culture
prevalent in the call center. Only an entrepreneur administering the core
operations knows how he has built the image of his brand. He knows the promises
he has made to acquire the business and the challenges that he faces on a
day-to-day basis. Hence, it is essential for an entrepreneur to find a call
center that matches his vision.
Suppose you
have promised a quick exchange of any faulty products notwithstanding the
extent of damage, however, your call center representative takes it easy and keeps
on delaying the RMA procedure; what do you expect will happen? It will
definitely irate the customer and he would probably not buy from you in future.
On the other hand, a call center representative with sensitivity towards
customer’s requirement will expedite the process and ensure his happiness.
The above
mentioned example can also be reversed and interpreted in a different
situation. Let’s say that you have a global customer base and some of the
customers like to exploit the system. They keep on calling the call center for
freebies and replacements, even when the product works appropriately. In this
case, you want call center representatives who know how to say ‘no’ politely
and with dignity to prevent customers from exploiting the system.
By employing
a call center that has a culture and vision matching your requirements, you can
automatically give a boost to your services. If you cannot find a call center
that meets your requirements, then it is best to train its employees on your
work culture and vision.
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