Call Center Customer Service – How to Identify and Remedy Stubborn System Oversights

Are you getting the best possible customer service from your call center? Or is your call center diminishing your customer service?

How you answer that question will predict your company’s ability to weather current storms – and better navigate future business challenges.

Just a generation ago, 24/7 call centers were somewhat of a rarity. Yet in the last 15-20 years, the 24-hour answering service is as common as a Starbucks in your nearest strip mall. Many firms from varied industries – mortgage & finance, insurance, tax relief services, marketing & advertising – either develop their own call center for better customer service, or have this aspect outsourced to business outsourcing providers (BPO) experts like TeleDirect.

Your call center has its own unique hurdles toward achieving flawless customer satisfaction. A handful of common issues exist with most call center activities; here are some ways where TeleDirect’s proven solutions can spot deficiencies with your call center’s customer service track record.

• Accessibility & Availability.

  If your call center isn’t always accessible, customer service will suffer. The same goes for availability; if assistance, information or one-on-one help is only available twenty-three hours per day, your call center will invariably – and understandably – earn a less-than-stellar reputation. For total customer satisfaction from a call center perspective, keep these two important “A’s” in mind!

• Intelligence.

  While most people associate automated call centers with dead-ends, endless frustration and “automation overload,” TeleDirect’s robust call center BPO resources add a smart, streamlined resource to your existing customer service interface. Cloud-based call routing, agent optimization software, customized response libraries and real-time person-to-person support – courtesy of our outsourced customer service and call center platform – are helping companies all over the world rethink their answering interfaces. It’s simply the smart thing to do!

• Opportunities.

  In this case, we’re talking about opportunities from your client’s perspective and your firm’s internal customer service capabilities. With so much information transferred via inbound and outbound calls, you can use this data to fine-tune customer service performance – if you know how to use it. From enhanced lead generation & lead response management to more responsive assistance, figuring out how to both capture and utilize this information is more important than ever, especially since so many businesses now feature 24/7 call centers. TeleDirect’s intuitive call center solutions feature up-front data collection capability that can be deployed for any industry, and our systems are also customizable to optimize data analysis for your specific application.

Customer service everywhere should be a core competency of your organization. If your current call center is hampering your customer service, it’s time to transform a weakness into an asset. TeleDirect’s ready-to-deploy, completely customizable call center BPO services will quickly put this critical customer-facing tool back on track.

24/7 Call Center Outsourcing – How TeleDirect Optimizes Customer Service

If your current operation has experienced customer service shortcomings with your call center, improvements should be your #1 priority. But if your business doesn’t have a call center to begin with, you’re not only missing out on endless opportunities to foster lasting relationships – you’re also already behind the competition curve. From non-profits to private firms, the advantages of connecting with customers 24/7 – the accessibility & availability discussed earlier – offer both short-term and long-term benefits.

How can TeleDirect improve your call center customer service satisfaction rates?

• Measurable metrics.

  From average live call handle time to how quickly your customers can find an automated answer, TeleDirect puts useful data in the palm of your hand. You can quickly identify areas where your call center excels, and where improvements are necessary.

• Real-time, real-person assistance.

  Every call center requires an intelligent and responsive backup plan. In short, nothing beats a friendly, well-trained, ready-in-an-instant representative. With professional customer support personnel trained in the specifics of your industry, a helping hand from TeleDirect is part of the customer satisfaction solution. And our representatives are equipped to handle any issue that goes beyond typical automated responses.

• Increased 1^st Call Resolution.

  Getting the right people in the right places and having them armed with accurate information can boost your customer service, and TeleDirect’s advanced scripting and monitoring software allow our agents to consistently deliver. Our logic based scripting software allows our agents to quickly source frequently asked questions and answer customer inquiries which leads to increased customer satisfaction. 24/7 call center support sometimes needs professional guidance, and we’re here to help!

To learn more about how our call center customer service solutions can help, please call our consultants at (800) 776-1081, or fill out our contact request form. From targeted, precise upgrades to complete overhauls, TeleDirect has the expertise and innovation to elevate your call center – and ensure total customer satisfaction. Give us a call today!