I have actually talked to folks that have told me that they would change companies if they knew that they would be dealing with a human being at the other end of the line. Warehouses that provide a call center service make more enemies than they realize when they do not hire enough people to work within the center. Unfortunately, in order to save money, companies cut costs in areas that can truly affect customer retention. Sometimes, layoffs may not be the solution to financial problems.
Why?
Customers are tired of being sent to a queue. Even though the phone system you use may have a phone system that tell the customer which number caller they are or how much time left until they are served, customers just become irritated with the lack of consideration of their time. The other complaint I have run across has to do with speaking into an automatic response system that asks you to speak your selection. Unfortunately, the system does not have an aptitude for understanding English with a foreign accent
Result:
Really really angry customers and loss of profits due to a decline in sales. Money is scarce and people want the most out of their money including good customer service and consideration of their time.
Solution:
If you use a telecommunications service, do your research. There are good services out there, but make sure that you get referrals and references to services that are familiar with your product line. Consider doing a short-term contract until you know that the service is truly up to par.
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2 comments:
A quick injection. The call center service dilemma is causing a major outsourcing of duties to overseas vendors. The lack of an American voice may also turn customers off. Consider using a US-based call center to avoid additional issues with respect to service.
Excellent point. Companies my also suffer bad PR, because the jobs are leaving the US, which can anger potential customers enough to go elsewhere.
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