Customer Satisfaction, Your Call Center, Metrics and KPIs

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Customer Care Center<br />

People are not a number! Is your current center losing sight of the real meaning of customer service?

There are so many call centers to choose from in 2016. They range from the good to the bad and the ugly, and everything in between. Choosing a Customer Service Call Center can be a quagmire to say the least. But it doesn’t have to be. Some of the larger call centers do a good job.

One of the worst ways Customer Service Call Centers lose focus and do a disservice to the client is by keeping call times down at all costs. They will practically hang up on a customer if that is what it takes to keep their VoIP costs down. This is a major problem. You may be paying them $10 an hour for 20,000 billable hours a month and only have 30 minutes average talk time per agent in an hour. A true Customer Service call center will work on the customer’s solution with nothing more in mind than customer satisfaction. This is where the disconnect begins.

Another example of bad customer service is with metrics. The proper metrics and KPIs have to be there. Don’t let us get this wrong. There has to be a goal and acceptable guidelines to creating a customer service approach for any given company. But, these metrics and goals cannot be the end all and be all. Think about it! A customer calls in needing some customer service, and has all his or her needs and concerns met with a customer service agent who was cheery and upbeat, helpful and courteous. This customer is going to tell friends. They will bring in more business, and you will have repeat offenders over and over again. These are the repeat offenders we want. Word of mouth is the best advertisement. A happy customer means a robust bottom line! What we don’t want is a customer service agent hanging up on a customer while not satisfying a concern just to save on VoIP, or going for some unattainable prize or metric reward without keeping the customer in mind. This is what kills your customer satisfaction. Let us show you how a truly customer focused call center works. You will be happy you did, and your customers will be ecstatic!

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