• Home
  • Blog
    • Resources
    • Business Partner Magazine Archive
  • About Us
    • Cookie Policy
    • Disclosure Policy
    • Privacy Policy
    • Terms of Website Use
  • Contacts

Business Partner Magazine

Tips and advice for entrepreneurs, start-ups and SMEs

  • Business Success
  • Marketing
  • Finance
  • Employees
  • Technology
  • Start-up
  • Productivity
  • Communication

Things Successful Contact Centres Do To Help Grow Their Business

December 19, 2019 by Contributed Post

Click here to get this post in PDF

Too long to read? Enter your email to download this post as a PDF. We will also send you our best business tips every 2 weeks in our newsletter. You can unsubscribe anytime.

Enter your NameEnter your Email Address
Woman wearing headset in contact 
centre

The only reason a business opens its doors every day is because of customers. It expects to attract new ones and retain old ones. Customers are what make or break a business, and this is where contact centres become vital to the life of a business. Why? Because they are the first point of contact between the business and customers. They hold power to turn an irate client into a satisfied returning client.

Interestingly, many businesses still view contact centres as investments with little relevance that need to be trimmed and kept to a bare minimum. Well, you could choose to see it as a corporate pain or as the direct voice which your customers relate to and a medium to improve your brand’s image, customer experience, and customer retainment.

Happy customers are indirect promotional tools, and businesses that understand this kind of value are striving to turn their contact centres into the hubs of their activity. Here are things successful contact centres do every day that help grow their businesses.

Flexibility in handling cases

Have you tried reaching out to a customer service agent before only to notice that the communication seems rushed? That’s because many contact centres have set targets for every form of communication. Some of these targets can be very limiting to an agent, giving them little room to really listen, understand, and respond effectively to customer queries.

Businesses need to understand that their customer service agents deal with different types of people every day. All these customers don’t possess similar strengths when it comes to articulation. By reducing micro-management and giving agents a sense of free rein, customer satisfaction rates may increase considerably.

Quickly picking up on customer capabilities

Not all customers are on the same wavelength in a conversation. One may be an IT professional, another a barista. This is actually one of the reasons bots are not suitable for individualised support as they are not capable of dealing with a customer at their level.

Successful contact centres ensure that their agents can deal with each client at his or her level as this limits unnecessary explanations and improves clarity.

Acknowledging customers’ displeasure

When a customer is displeased and reaches out to your contact centre, there are usually two outcomes to that. Either they receive the assistance they need, or they go elsewhere. One of the things that customers seem to appreciate is that their grievances are acknowledged and not shrugged off as if they didn’t exist. When complaints are acknowledged, your customers feel like you understand and are ready to respond accordingly.

Real human interaction

There is a reason why customers prefer human interaction in contact centres rather than AI. Customers want the person they are talking to, to understand what they are going through and show interest. If your agents have come up with a way of responding fast and mechanically just so they could move on to the next person, then they are no different from AI’s, and customers will quickly pick up on it.

Conclusion

Customers look at genuine interest and in-depth support as a sign of respect, and it makes them feel valued. In turn, it keeps them coming back and may make them go out of their way to recommend your business to others. This is the reason why contact centres are invaluable to any business.

However, for various reasons, not every business may want or afford an in-house contact centre. The cloud contact centre in the UK provides an innovative and leading trend in customer support. Now any business can improve its customer satisfaction rate by tapping into cloud-based customer support.

You may also like: In the Age of AI and Bots – Why Call Centres Still Matters?

Filed Under: Communication, Customer Service Tagged With: communication, Customer Service

  • Facebook
  • Instagram
  • Pinterest
  • Twitter
  • YouTube

Disclosure

We earn commissions if you shop through the links on this page.

Recent Posts

  • High-Speed Doors And Their Benefits For The Warehouse
  • What are Some Examples of Antique Gold Coins
  • How to Host a Stress-Free Party That Everyone Will Enjoy
  • Make a Bold Statement with Colourful & Vibrant Bathroom Furniture 
  • What Tomorrow May Bring: A Look at Insurance in 2023

Categories

Archives

Digital Marketing Agency

ReachMore Banner

Tags

Accounting apps bitcoin brand business growth business skills business success communication cryptocurrency Customer Service Data design ecommerce Efficiency employees Featured Article finance finances Health and Safety infographic insurance Investing investment legal legal services legal tips Management Marketing marketing strategy Outsourcing productivity property Real estate sales security SEO Social Media software starting a business startup Technology Trading Training website workplace

Disclosure

We earn commissions if you shop through the links on this page.

Digital Marketing Agency

ReachMore Banner

Business Partner Magazine

Business Partner Magazine provides business tips for small business owners (SME). We are your business partner helping you on your road to business success.

Have a look around the site to discover a wealth of business-focused content.

Here’s to your business success!

Copyright © 2023 - Business Partner Magazine·