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 BPO15 hours ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO2 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO6 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO