Outsourcing customer service to offshore call centers was a popular cost management strategy in the 1990s and early 2000s. In recent years, American companies have been taking ownership of that process again and opting for U.S.-based call centers.
That call center trend is fueled by better visibility over customer satisfaction metrics, new expectations from customers and the increasing importance of the customer experience (CX) for competitiveness and profit.
Call Centers: Profit, loyalty and customer service
A majority of brands now primarily compete on the basis of CX. If you fail to meet customer expectations, they might seek a competitor with better customer service.
A single bad experience is enough for 32% of customers to consider switching. Bad reviews can hurt your profit margin, as customers are likely to research their options online before making a decision.
Loyalty is the key to long-term relationships that result in repeat purchases, higher average purchase amounts and more frequent purchases. It’s also the key to brand advocacy and word-of-mouth marketing, two factors that will support long-term growth.
Customer service interactions that feel human and genuine can shape how a customer feels about your brand and influence future decisions.
New expectations for customer service
Customers want to feel valued and understood when they reach out to brands. They want their problems to be acknowledged and resolved quickly.
Digital channels are suitable for some types of interactions, but a call center remains the best channel for resolving complex issues and for human interactions.
Offshore call centers often create a feeling of distance between the caller and the call center representative and can create the impression that the caller won’t be understood or valued.
A U.S.-based call center is a better way to meet and exceed expectations, as it won’t create that same perceived distance between the caller and the representative.
What do modern call centers look like?
There is a need to adopt a more modern and flexible call center model. Call centers should create an experience where customers can switch between human interactions and digital channels more seamlessly.
For 34% of customers, navigating through an automated system and being unable to get to a live representative is one of the most frustrating things about customer service. Think about replacing automated systems with a simpler menu to address that issue.
You can make your call center feel more human and personalized by replacing scripts with interactions that feel more genuine. Analytics and a CRM system give customer service representatives access to the tools they need to offer personalized experiences. That saves the caller the trouble of repeating themselves to describe their issue.
EagleONE offers comprehensive marketing solutions to improve customer experience and improve profit and loyalty.
Contact an EagleONE team member to learn more and get started today:
CEO Mike Hutzel | mike.hutzel@Eagle1group.com | 513-847-0410
CXO Jim Borum | jim.borum@Eagle1group.com | 513-847-0410