Call Center Customer Expectations: Delivering Value and Results

What are your expectations with your own call center? Probably higher than you’d think. Your customer contact center requires next-gen technology, reliable infrastructure, professionally trained agents, and the flexibility to adapt with – and stay ahead of – an ever-evolving business environment.

At times, there’s a disconnect between call center expectations and call center performance. Keep them separate long enough, and your customers will eventually seek out other companies. Keep call center expectations and call center performance aligned and in focus, and it’s much easier to stay on top of key customer service metrics and indicators.

That’s why many companies choose TeleDirect for their business process outsourcing (BPO) call center solution. The resources, time, and money required to meet your own demanding standards often override realistic projections, which in turn negatively impacts employee morale and your bottom line.

In short, your call center expectations are high – and TeleDirect’s proven call center platform meets and exceeds those projectionson a daily basis.

Likewise, your customers (both potential and already paying) demand top-flight performance from your contact center. Expectations increase all the time, despite considerable time constraints, ultra-competitive marketplaces, and round-the-clock communication.

But what exactly do your customers want from your call center? TeleDirect’s contact center consultants view this question from a unique, dual-tier perspective, with a clear focus on call center customer expectations:

• Our own client expectations (yours)
• Your client’s expectations

We know what it takes to meet and exceed your expectations. In turn, we can shed light on what your clients are looking for when they interact with your own contact center.

Call Center Customer Expectations: What Customers Want

It seems that many forms of communication are becoming increasingly impersonal. Automated. Robotic. Too “futuristic.” One way your call center meets customer expectations is providing prompt, efficient service combined with a personal touch of friendly live agent interaction.

It’s certainly a fine line to straddle. Yet your customers expect you to navigate it without fault. With high expectations comes little or no room for error. Avoiding those obvious mishaps while continuously improving your call center is just one customer expectation. Here are a few more:

• Prompt, professional service. Call center expectations are partly based on what your clients want, and what kind of service they’ve already received. . A call center is a forum where your clients demand nothing but the most efficient, on-the-mark excellence. Your customers expect an immediate response. Getting put on hold is another way of saying, “your problems aren’t that important to us.” TeleDirect’s call center platform, responsive scripts and advanced automation bolster your ability to meet the most demanding customer expectations.
• Master crisis mode. For some incoming calls – product recalls, to name just one example – your clients want nothing less than to be reassured 110%. If your products or services cause issues with customer service, it’s your call center’s duty to clean up the initial mess. Thanks to our robust inbound communication protocols – totally customizable for your requirements – we’ll ensure any crisis is turned around with your outsourced call center.
• Provide useful outreach. Your call center isn’t exclusively an inbound solution – or at least, it shouldn’t be. Your clients expect a certain level of attention from you as well, which means your outbound solutions (lead generation, appointment follow-ups & confirmations, scheduled callbacks, telesales, and more) require outstanding performance at all times. Give your customers the attention they deserve with a smart, solution-oriented outreach plan, and consider those expectations met!
• The chance to offer feedback. If your call center is doing its job, some clients want to acknowledge great service. The same holds true for improvement opportunities; if your contact platform needs a tweak, feedback is critical. This is where call center customer expectations become valuable data points for your contact center. Your clients expect to be part of the conversation, to know they’re integral to the entire customer relationship process. Surveys and feedback are just a few important elements of TeleDirect’s outbound services.

TeleDirect: Delivering Results and Meeting Customer Expectations

TeleDirect exceeds customer expectations on a daily basis. We adhere to time-honored processes that set the bar for outsourced call center services. Your success is interwoven with ours – and our premium selection of contact center services, including inbound & outbound assistance, do everything possible to ensure your call center expectations are easily achieved.

With our call center platform and customized services, we’ll create a practical, purposeful call center that goes above and beyond your customers’ expectations. Contact TeleDirect today and our customer expectation engineers – if your current call center outsourcing provider doesn’t have them, it’s time to make the switch – will show you how to meet seemingly outsized expectations. It’s all about finding the right solution for your particular industry. Thanks to our flexibility across the entire business continuum, regardless of industry, TeleDirect is your best option for meeting your customers’ expectations – because we’ll exceed yours, as well!

Make sure your customer service platform meets and exceeds call center expectations. Fill out our customer contact form to see how we can help today. Or, speak directly to our call center consultants by calling (800) 776-1081. Thanks for considering TeleDirect as your all-in-one customer expectation solution!