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 BPO1 day ago
Since the US is a cultural melting pot, businesses catering to the North American market would definitely benefit from skilled multilingual professionals. Read more about it here: https://bit.ly/3u9BlwH

Ready to add a second business language? Contact us: https://bit.ly/3lTr2ck

Interested in #onshoring from our #LasVegas site? Explore Open Access BPO Onshore™ Solutions: https://bit.ly/2XKlBnw

#WeSpeakYourLanguage #multilingual #outsourcing #bilingual
Open Access BPO
Open Access BPO1 day ago
English is the most commonly used business language. This should be your company's top choice if you want to tap the world's most powerful economies.

Here are the top languages businesses must offer to remain competitive in international markets: https://bit.ly/39NKqSF

For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: https://bit.ly/3u9v3wQ

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Outsourcing to expert third-party providers open new opportunities and business innovations for international expansion. Open Access BPO explains the benefits for businesses who outsource: https://buff.ly/2XK3bDm

Get started on #multilingual #customerservice: https://buff.ly/3nXmy7h

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO3 days ago
Get acquainted with Open Access BPO's operation facilities in the Philippines, US, Taiwan, and China.

Need help deciding which location best suits your #multilingual #callcenter needs? Contact us today: https://buff.ly/3zrnOBv

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Enjoy these benefits when you outsource your #callcenter services:
✅ 24/7 availability across all support channels
✅ Flexibility and convenience
✅ Cost reduction

Learn more: https://buff.ly/2W0kyQ4

Message us to outsource today: https://buff.ly/3zsVdMr

#WeSpeakYourLanguage #multilingual #outsourcing
Open Access BPO
Open Access BPO5 days ago
As a #multilingual #outsourcing firm, Open Access BPO supports global companies and their clientele. #GDPR compliance ensures seamless #DataSecurity and access for customers.

Every consumer Open Access BPO touches has the freedom to choose how their personal data is handled and stored. https://buff.ly/3nP1IXB

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!