Call Centre Customer Service Training
The price of good service
It’s not news that outsourced call center representatives enrage many customers who have trouble communicating through language barriers and heavy accents.
How enraging? Enough for some to pay for nationally based service and a guaranteed lower wait time.
Dell offers for a fee, the guarantee to speak with a service agent in North America and wait no longer than 2 minutes on the line.
It may be surprising that, even amidst a recession, customers are willing to pay the extra cost for the security of having help they’re comfortable with. This alone not only denotes the importance of customer service and its intrinsic value, but also the importance of of strong telephone communication.
A blog article from the Washington Post describes the cost savings of outsourcing juxtaposed to customer satisfaction ranks and the success of more attentive localized call centers.
Companies can save anywhere from 50 to 75 percent by headquartering call centers abroad according to the article, and computer companies are the most common business to take advantage of this discount. Customer satisfaction ratings for computer companies is lower than other businesses however, bringing to light that call center representatives significantly impact customers’ perceptions and future purchase decisions.
Bottom line. Having good people on your end of the phone lines is crucial. Training them to handle customers effectively along with mitigating any cultural or other miscommunication.
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