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The Art of the Call-Back

The Art of the Call-Back

When a customer has an issue and requests a call back, your company is at a crossroads. A well-handled call could earn you the customer’s loyalty. On the other hand, a negative experience might cost you not one customer but many. According to the 2012 Global Customer Service Barometer, consumers are twice as likely to share a bad service experience as they are a positive one. Clearly, much is at stake when resolving various concerns, which is why your communication strategies can make or break your business. Read on to learn what makes a call-back successful and how to master the art. The Benefits are Plentiful Companies rely on the call-back as a way to space out customer interaction and avoid long wait times. Few things are more annoying to consumers than having to listen to elevator music with a recording saying, “Your call is important to us. Please continue to hold,” every two minutes. Unfortunately, that is what often happens at call centers during peak times. The call-back is a more efficient alternative—the individual leaves his or her contact information, and a customer service rep returns the call. Defusing a Delicate Situation During call-backs, customers are often frustrated, impatient, or downright angry. This is more than simply resolving complaints; they must also defuse a negative situation and burnish your brand’s image. Doing so is an art. Inexperienced service reps often escalate the situation by responding with indifference or rudeness when what the customer needs is empathy and validation. If this system fails to defuse the situation, the costs are steep. Forrester found that 89 percent of consumers who...
Why the Twitter Hashtag #onholdwith Should Frighten You

Why the Twitter Hashtag #onholdwith Should Frighten You

If your business has never experienced the singular delight that is Onholdwith.com, count your customer service staff lucky. The website is a repository of complaints across Twitter for users tweeting angry, irate, and generally exasperated messages accompanied by the hashtag (you guessed it) #onholdwith. Equipped with search by company and category features, the site gives people the ability to scroll through customer service catastrophes in real-time, including most complaints by company and average complaints per day. Twitter Feed Updated in Real Time There’s no lag time or opportunity for your business to run proactive damage control when Tweets update in real-time and hit Onholdwith.com’s feed. Users can see your company’s name, its industry, and the names of people who have lost their patience. In addition to user-generated complaints, Onholdwith.com’s own Twitter feed trumpets brands that are receiving high complaint volumes to thousands more across the web. This tactic can lead to a “piling on” effect where more people, who otherwise wouldn’t mention a small issue, feel no qualms in joining in the negative shout-fest. Negative Reviews and Social Amplification Social amplification is the phenomenon by which cat videos and weird memes of worn-out high school photos go viral. One friend tells another friend who shares the pic with their 400 followers who gets a re-tweet from someone famous who has several hundred thousand followers. It doesn’t always happen, but when it does, a single customer complaint can turn into an Internet snowball of rage that turns future customers away from your products and your brand across the board. Even situations where customers are mistaken about the reasons behind their...
Call Center vs Contact Center: What is the Difference?

Call Center vs Contact Center: What is the Difference?

While the terms “call center” and “contact center” might sound interchangeable, the services offered between the two differ significantly. Call centers are to contact centers what voice-only flip phones are to today’s smartphones — the former is the simple predecessor of the modern, sophisticated contact center. Call centers offer customer support through voice communication only, while contact centers provide customer support through multiple communication formats. Read on to learn more about how these two types of customer service solutions differ and which is ideal for your business. The Traditional Model If you’ve ever called customer service with a question about your credit card or a computer problem, for example, you’ve probably dealt with a call center. This is a location that receives and places a large number of phone calls to and from businesses customers. This solution allows a business to offer recorded and documented customer support to many people. Agents handle support issues such as receiving and processing orders, tracking the status of an order, following up with customers post-purchase, and providing technical support. While businesses once preferred local call centers, most companies today outsource their customer service to foreign countries like India and the Philippines. Features and Benefits Agents typically interact with customers solely through voice communication, either a public switched phone network or Voice over IP (VoIP). They may designate operators as inbound, outbound, or blended (handles both inbound and outbound calls) agents. A call center, especially because it can be outsourced to a third party, can alleviate the demands on your business. This allows you to concentrate on core, strategic activities instead of customer support...
Here is Why Your Customers Deserve a Local Call Center

Here is Why Your Customers Deserve a Local Call Center

According to the most recent figures from the Bureau of Labor Statistics, the average American call center worker earns $33,110 per annum. In comparison, call center operators in the Philippines typically earn just $4,932 a year. This substantial wage gap makes it easy to see why countless American corporations have exported hundreds of thousands of customer service jobs to the Philippines and other developing nations since the ‘90s. Money is a big motivator for any business, but it shouldn’t be a company’s only consideration. For these reasons, your customers deserve a local solution. Local Operators Relate to Consumers The majority of people working at overseas call centers are non-native English speakers who rely on scripts to do their job. This is an efficient system, but one that lacks the human touch customers warm to. Local call centers can respond naturally to humor, for example, and more naturally answer any questions customers pose that veer from the script. This creates a closer bond between the customer and the operator and, by extension, the customer and the company. Customers Struggle to Understand Foreign Call Center Operators Americans often complain that they can’t understand foreign customer service agents, and academic studies support these claims. University of Chicago psychologists found non-native accents make speech more difficult for native speakers to parse. This reduces cognitive fluency, making it harder for the brain to comprehend what it’s heard. This confusion is a real barrier to a satisfactory customer service experience. The study also found that when cognitive fluency is reduced, people begin to doubt what they hear. So, when consumers speak to operators overseas, whether...

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We offer call center and contact center solutions to companies all over the globe. Based in Lenexa, Kansas, we provide superior yet affordable service you won't get from an overseas company.

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