Awesome inbound customer service: A big business asset

Awesome inbound customer service: A big business asset

Julie Pearl Published on May 7, 2015

smiling-female-customer-service-call-center-agent
Customer satisfaction is the responsibility of everyone in the company. This is a thinking that you should establish among your people if you want a customer-centric workplace. While each employee has a role in keeping your clients happy, there s no denying that those who work at the frontline bear a heavier duty than everyone else when it comes to pleasing the people you serve.

smiling-female-customer-service-call-center-agent2

Your customer service representative (CSR) is who the public first comes in contact with whenever they reach out to your company. Thus, your CSR’s behavior, treatment, and attitude can shape how your customers see your brand as a whole.

First impressions indeed last. And most of the time, these introductory moments determine if a company is worth doing business with or if it can serve its customers and partners well in the long run. This is why hiring, training, and retaining CSRs are key aspects in most companies today.

Channel of choice

Modern customer service can come from multiple channels such as the phone, email, and live chat. Out of these popular platforms, the phone remains to be the channel of choice for people who want to relay concerns. Data gathered by cloud consultancy firm Bluewolf showed that 40% of all inbound support requests comes from voice channels, while 29% is handed in person, in written form, or through other traditional means of reporting problems. Email follows at 18%, and web-based services like live chat and social media receive 13% of all requests.

The impact of great inbound customer service

male-businessman-thumbs-up-coworkers

Since call centers get the most traffic, it s expected for voice representatives to be at the top of their game. But more than half or 52% of the total inbound calls they receive don’t get resolved at the first call. As a result, the company misses out on a lot of opportunities. Having poor first call resolution standings is also costly because CSRs would have to use more of their work hours and the call center facilities on solving customer problems in follow-up calls. On the other hand, making every customer service representative engaged and knowledgeable about the brand brings the company 33% more deals.

Awesome customer service does stem from the very people who deliver it to customers. That s why CSRs are big assets in any company. Equip your CSRs with necessary knowhow not just about your brand but also about handling all kinds of customers, and you d be rewarded with a solid consumer base.

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
As a multilingual call center, Open Access BPO is home to individuals from different cultures, beliefs, and orientations. We believe that the world thrives when we embrace our differences; when we establish safe spaces that cultivate healthy, open discussions and cultural expression.

Happy World Day for Cultural Diversity for Dialogue and Development to all!

#WeSpeakYourLanguage
#OABPOonDiversityDay #OAonCulturalDiversity
Open Access BPO
Open Access BPO2 days ago
The key to building a brand that customers will remember: embedding empathy into your organizational culture.
Read: https://buff.ly/3Ly8Tf9

----------

Let our dedicated expert #CustomerExperience team define your brand's commitment to your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
It's been reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/39AYYbg

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO