Secrets To Choose The Number One Call Center

Every organization now a days looking for the best customer service from the call centers. The customers are the most important person for the organization. To get the infinite growth in the business it’s important to have a good relationship with customers in term of communication and services etc.

Here we are providing some key point to choose the number one in call center.

It is very important to have a good customer strategy to get the larger business. In your strategy the goals and the key points for customer care must be very clear to all agents. We have to see the overall business goals and then it’s important to make the strategy to get the maximum from the customer. It is then important to understand how that customer care strategy fits in with the firm’s overall business goals.

Learning what customers want or expect is critical. Identifying the customers’ needs and expectations can only be done after the good and detailed survey. It will help to determine how customers define a positive service experience. Every organization’s customers are different, even within the same industry and what drives one customer service strategy does not necessarily drive another.

Just as important is using that information in combination with the company’s needs to set realistic customer expectations. “Customer satisfaction leads to customer loyalty,” says Bob Furniss, president of consulting service Touch point Associates. “Companies need to work with what they get from their customers.”

Determine the best mix of automated and live-agent support. A company needs to figure out what type of calls are coming into a call center, and find what can be handled by the IVR(interactive voice response)and Internet and what needs to be deal with by a live agent, Customers are always satisfied if the service of IVR will be good.

In the world no body is 100% perfect so to know the benefits and drawbacks of various points of the call center is one of the important part. There is more to choosing a contact center location than costs. Organizations should also consider such issues as infrastructure, follow-the-sun support, and language skills needed. “An American automotive company that sells cars in Germany might want a contact center there, staffed with people who can provide the linguistic support necessary to provide customer support for Germans driving their cars,” says Brian Bingham, global manager of CRM and customer care research at IDC.

“You need to move to the IVR and Internet what you can, outsource what you can to reduce operating costs, and keep internally what needs to be kept,” Furniss says. “The result is lowering your operating costs as much as possible, and maintaining customer satisfaction and loyalty, which increases Return on investment (ROI). It’s all about finding that balance.”

Before hand over to call centers must check all the above point to get the best services from your chosen call center for your project. It is depends on you that which company will take care your customer service. Based on finances, quality, core competencies, and other factors, is it better to keep customer service in-house or outsource the operation? Many times the best choice is a combination of the two. Whatever the case, one size does not fit all.

 

 The information presented on this place is believed to be accurate. However, callcentersindia.com takes no legal responsibilities for the validity of the information.

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2 Responses to “Secrets To Choose The Number One Call Center”


  1. 1 Aiden Wilson March 21, 2008 at 6:03 am

    I think location is also important when choosing a call center because a client may be required to spend a lot of time there, although this is not of absolute importance. Proximity is a facet that depends on the campaign of a business. The call center could have satellite centers in other states, countries, or continents. Labor is cheaper in these areas, and many times better.

  2. 2 knoxkary March 25, 2008 at 9:28 am

    Call Centres are the centres which provides all relevant information to the customer as per their needs.Call Centres agent give all the responses in positive way so that Customer get satisfied.

    “So Providing all the relevant information to the customer makes the reason to choose the Call Center as Number One “.


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