Why call centers focus on making repeat customers happy

Why call centers focus on making repeat customers happy

Julie Pearl Published on June 19, 2014

Male-customer-female-call-center-agent--thumbs-up--Open-Access-BPO
Why should call center agents treat past buyers like VIPs? Open Access BPO, a leader in call center outsourcing in the Philippines, shares statistics that prove the value of customer loyalty in any business.

“Retaining customers is more important than gaining new ones.” Marketers have many words to live by, and this line is probably one of the most important mottos that they must always keep in mind.

female-call-center-agent-on-call--Open-Access-BPO-

Customer retention is a frequently pressed idea that big companies like Amazon swear as a key ingredient in their recipe for success. Likewise, call centers attest to the importance of keeping returning customers happy. But does everyone know exactly why repeat buyers should be nurtured more than new prospects?

The answer, in a nutshell, is that getting new customers is costlier than keeping old ones return. Just think of the advertising and promotional costs to introduce your brand to possible customers. To back this up, here are some facts and figures gathered by Sumall:

1. Returning customers spend often. The bigger the amount the customer spent on his first purchase, the higher the chance of him coming back to purchase again. And each time he returns, the chance of him buying again also rises. In fact:

•     First-time purchasers have a 27% chance of returning

•     If he purchases again, the chance increases to 45%

•     In the third transaction, it rises to 54%

•     Fourth, 59%

That’s why it’s ideal to offer first-timers a discount to entice them to return.

satisfied-female--call-center-customer--Open-Access-BPO

2. A returning customer spends 20% more than a first-time buyer, so it’s a wise investment to allot 25% of your marketing budget to activities and resources that make high value customers happy. Telemarketers can do this by sending gifts, giving subscription discounts, and shipping orders or upgrading a service for free.

3. Repeat customers come back to do business with the same brand for an average of 1.6 times in two years.

4. In a comparison between two companies with identical revenues from new customers, the one whose consumer base is composed of 40% old buyers earned more than $10,000 more than the company with only 10% returnees.

Loyal customers are like the foundation that builds and keeps a profitable business sturdy, so it’s a must to keep them happy and keep them returning.

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.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO3 days ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO4 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO