Today’s business trend is quite reverse – power shifting from companies to customers. In fact, the trajectory of this trend continues to move forward. Technology may be the primary contributor for the transformation. Of late, there are multiple sources than ever for customers to provide reviews and feedbacks, express frustrations, and demand exactly what they want. The reputable companies are striving to offer not just superior products, but also superior experiences. Providing a pleasant customer experience is no more a “nice to have”, it is a must.
A research study reveals today’s customers are capable of approaching a company through multiple channels, including phone, SMS, email, chat, and social media sites like Facebook and Twitter. With the evolution of multiple channels, many companies are determining to build a platform in order for providing improved and proactive customer service.
It is an accepted fact that the customer’s voice has direct impact on operations of businesses. In this fast changing business environment, call center services play a vital role in helping companies to effectively compete in the global market.
There is a revelation that call centers providing outbound services usher in an explosion of productivity because customer care representatives are verbally communicating with customers 40 minutes or more per hour. This is because positive customer experiences are indispensable for revenue growth and profitability. Agents of the outbound call center have committed to provide consistent positive customer experiences without making compromises on customer service delivery capability.