In Numbers: The Value of Friendly Customer Service

In Numbers: The Value of Friendly Customer Service

Faith Ocampo Published on March 11, 2016Last updated on July 14, 2020

If you want more revenues, you should start treating your customers in a friendlier manner. These numbers say so.

Call centers often use techniques that save money and increase their efficiency in terms of the number of customers they accommodate. Yet in the mission to cut costs, many of them unconsciously impede potential sales even before they happen.

smiling young woman working in a call center

As agents try to accept huge volumes of calls, they tend to pay less and less attention to customers. They may favor scripted opening lines instead of lively, personalized ones. And, they also often end up redirecting callers to another channel instead of entertaining them right away.

You may not think these little things matter at first, but in reality, they dictate the quality of a brand s relationship with customers. A recent study from Marchex shows that sophisticated technology isn t the only thing that improves the customer experience. According to their study, which pooled business insights from various industries, friendly call center approaches can drive up to $100 million through phone sales.

Here are the main insights from the study. They seem like common knowledge, but surprisingly, many customer service providers fail to do them.

1. About 50% of callers hang up within three minutes of hold time.

landline phone hanging by cord

How does that impact a company’s revenues? According to Marchex, abandoned calls cost brands approximately $15 million. That s more than enough reason to streamline your customer service and speed it up. Failure to accept a lot of calls due to long hold times means less chance of making sales and, worse, customer churn. Your customers may already be on the search for an alternative brand with a more efficient, faster lineup of services.

 

2. Warm greetings equate to $20 million added revenues.

warm smiles from a customer support agent in a call center

It’s not that we blame agents for using the same line which commonly goes “Hello, this is Agent X from Brand Y. How may I help you?” But isn t it much better to start conversations with a more upbeat and warm “Hi! How are you today?” If you can think of a more creative line, then all the better. The opening greeting sets the tone of the entire call and ascribes a human voice and a captivating personality to a brand.

It turns out that warm greetings are worth millions of dollars in terms of sales. To be exact, they can drive an extra $20 million in yearly revenues. This is primarily because customers trust brands that show that they want a personal relationship with them.

 

3. Open-ended questions drive 30% higher conversions.

customer support agent talking to customer on phone

By now, you’re probably skeptic of these figures. How is it that open-ended questions can improve conversion?

Asking the right questions allows call center agents to identify the root causes of a problem. From there, they ll know what issues must be targeted to retain a customer or encourage them to purchase another product. Mastering this technique alone can mean $30 million more revenues.

Therefore, agents have to assume the role of a listener, one who’s attentive to the needs of a customer and then recommends sound advice to them. This way, they aren’t just addressing customers’ problems but they re also building a good relationship with them.

 

4. Highlighting attractive benefits improves conversions by 20%.

diverse multilingual call center team

When agents try to upsell or cross-sell, customers are thinking of one thing: What s in it for me? So agents must always answer this unspoken question to give customers a good reason to accept their offer. Doing this can drive up to $20 million in annual revenues.

Being more warm and friendly can indeed have positive results! Hopefully, these insights will serve as reminders for both managers and agents to treat customers as friends they want to keep.

Reach out to our Open Access BPO team today to turn these insights into progressive strategies. Our tried-and-true onboarding, uptraining, and upskilling modules produce experienced agents who can drive up your revenues through customer trust and retention. Flexible, cost-effective solutions await your brand.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO5 hours ago
China is the second-largest consumer market in the world. However, its strict business protocols make it difficult for many foreign brands to establish a local presence in the region. Open Access BPO ๐—ซ๐—ถ๐—ฎ๐—บ๐—ฒ๐—ป enables businesses to penetrate and thrive in the billion-strong Chinese global market.

Open Access BPO's expanding campus in Xiamen offers #CustomerSupport in Chinese dialects including Mandarin, Hokkien, and Cantonese.

๐—ฃ๐—ฒ๐—ป๐—ฒ๐˜๐—ฟ๐—ฎ๐˜๐—ฒ ๐˜๐—ต๐—ฒ ๐—–๐—ต๐—ถ๐—ป๐—ฒ๐˜€๐—ฒ ๐—บ๐—ฎ๐—ฟ๐—ธ๐—ฒ๐˜ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—ป๐—ต๐—ฎ๐—ป๐—ฐ๐—ฒ ๐—ฐ๐—น๐—ถ๐—ฒ๐—ป๐˜-๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ ๐—ฟ๐—ฒ๐—น๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐˜€๐—ต๐—ถ๐—ฝ๐˜€: https://buff.ly/3WVldvs

----------
๐—˜๐˜…๐—ฝ๐—น๐—ผ๐—ฟ๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/3XOmOEt
โ€ข Our Other Locations: https://buff.ly/3XRmtRt

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO8 hours ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needsโ€”from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#๐——๐—ฎ๐˜๐—ฎ๐—ฃ๐—ฟ๐—ถ๐˜ƒ๐—ฎ๐—ฐ๐˜†๐—ช๐—ฒ๐—ฒ๐—ธ aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO