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by Sue McCrossin - July 23, 2010

Call Center Services: How Call Centers Provide Affordable Customer Service by Sue McCrossin

Summary: As technology continues to advance, the personal side of customer service is diminishing—but call center services preserve this important part of customer care and customer service. Connecting your callers with a live receptionist is crucial to customer satisfaction.

Article: All of us are familiar in some way or another with the decline of personalized customer service due to the growth of technology. Over the past few years, we’ve come into contact with automated voicemail and automated phone answering services. As technology continues to advance, the personal side of customer service is diminishing—but call center services preserves this important part of customer care and customer service. Connecting your callers with a live receptionist is crucial to customer satisfaction and Call Centers serve as virtual extensions of your company that provide competent customer support. Call Center Services make customer service available to individuals during and after business hours and enable companies to provide unsurpassed customer care, regardless of the time of day or night.

Call Centers ensure that their agents are trained to care for each caller’s needs efficiently and quickly, eliminating the need for callers to jump through hoops. Your business can work with call centers to determine which solutions are necessary for accommodating various customers—each caller should be treated as an individual.

Call Center Services: Customer Service Solutions

Three-tier solutions are available to accommodate varying needs from customers and callers: For optimum customer service, you’re going to need to get your callers in touch with the individuals who can provide answers to their questions and helpful information for their unique needs. Work with your Call Center to set up responses or solutions for specific customers. For example, decide which customer’s questions can be solved by the call center staff and which need to be forwarded on to others. Your Call Center will be happy to work with what guidelines you set for call escalation protocols and some cases help you accommodate multiple lines of communication with web chat.

24/7 multi-lingual technical support agents: The Hispanic and Spanish-speaking market is a unique market segment experiencing unprecedented and explosive growth. Call Centers focused on customer service will have Spanish-speaking agents available for your bi-lingual customers. If you’re currently not reaching this market, strongly consider a Spanish language call center.

Online reporting and monitoring: Online reporting and monitoring of calls, information, and other data is particularly useful for the collaboration and exchange of information between your Call Center and your business.

Digitally recorded calls for quality assurance and training: For your records, and for future customer satisfaction, calls can be recorded.

An Inbound Call Center can save you time and money, while providing an excellent quality of customer service. Businesses have discovered that when call center services assume responsibility for customers’ experiences and satisfaction, productivity and company image generally improves. Call Centers also help to maximize sales and retain internal and external customers.

If you haven’t discovered what benefits Call Center services can provide, learn more about smart, customized Call Center solutions. Consistent high-quality customer service isn’t hard to achieve, even in this day and age.