Do you run a customer-centric business? If yes, you can appreciate the critical role of call centers. The centers provide an effective way to communicate with customers.
Statistics show that call center revenue could reach $496 billion by 2027. Businesses lose up to $75 billion every year due to poor customer service. 35% of customers prefer the help of live support agents to handle their issues.
But there is another critical aspect to call centers that many entrepreneurs may not be aware of. And that is their ability to bring in better sales for the business. We will show you how this is possible.
Addressing the Challenge of Poor Customer Service with Call Centers
As an entrepreneur, you would think having good quality goods or services is enough. But there is more to ensuring a good customer experience. How fast you respond to customer issues can mean the difference in retaining them. From the statistics above, you know how impactful poor service is to company finances.
You see, the modern customer has the advantage of so many options. The online space has opened up the field in a way that physical stores would never compete. Now, a customer can be on another continent and order goods online. It means the demand for exceptional service is at an all-time high.
There is the option of having an in-house call center. But, this can be challenging due to the high cost of maintaining staff members. Outsourcing the work to call centers is another solution. The live agents can respond to and handle customer concerns in a very short time. Best of all, they are available 24/7. The third is to invest in cloud contact center software.
Remember, a happy customer is not likely to leave. The repeat purchases will be a boon to your sales. Further, they can refer people to buy from the business.
Omnichannel and Multichannel Support with Contact Centers
We talked about the online space opening up the business field. And this applies to the avenues the business can use to reach customers. Thus, you may have heard of Omnichannel and multichannel marketing.
Multichannel marketing is the use of many standalone avenues to reach customers. These include websites, analog media, social media platforms, and email marketing.
Omni-channel marketing is customer-centric. It involves using many integrated channels to create seamless customer experiences.
A combination of the two provides a powerful marketing strategy. You increase your reach and get to interact with present and potential customers.
But, the challenge is how to handle the different touchpoints effectively. And the best solution is to invest in the right omni-channel contact center software. An omni contact center solution provides a seamless customer experience. It doesn’t matter which channels you are using. These include text messaging, email, voice, and apps, to name a few.
Due to the integration of the channels, the customer can switch from platform to platform. All without losing the context or flow of the conversation. This is because there are clear records of the interactions.
Even if there is a shift change, the incoming live agent can take a quick look at the dashboard. He can then pick up where the other left. Good customer service is a critical tool in turning leads into conversions.
Needs Identification and Interaction Monitoring
We can all appreciate the vital role of technology. AI chatbots, for example, are quite popular. This is because of their ability to provide quick responses to customer issues. But, the human element remains a critical and potent marketing tool.
A live agent can handle some issues better than the best AI chatbots in the market. That is why proper training of call center agents is critical. It equips them with the ability to interact and communicate with customers well. From the interactions, they can identify needs and provide solutions.
Investing in cloud contact centers allows for the centralization of all communication. Virtual access means interaction monitoring is possible from anywhere at any time. Further, the inbuilt analytics provide insights you can use to improve the business.
Better Targeting and Service Personalization with Call Centers
Information from interactions and analytics can let you know who to target. That way, the company avoids a blanket approach to marketing. Proper customer insights can help with service personalization.
Think about your typical purchasing behavior. Isn’t it true that the chances of buying or repeat purchases are higher if you feel the company values you? How do you feel when the company sends you a birthday or anniversary message? Customers may not know that those are powerful marketing tactics. Let’s see what statistics from market research have to show.
- 75% of customers will buy from a brand that offers personalized digital experiences.
- 70% of brands that use advanced personalization saw a 200% ROI for their efforts.
- 63% of marketers agree that service personalization increases customer interaction. The direct result is higher conversion rates.
- 51% of marketers say that personalization across many touch points saw them achieve a 300% ROI.
Upselling and Cross-Selling Opportunities with Call Centers
You have fantastic sales opportunities with call centers. True, the primary role of the agents is to handle customer issues. But they can also take sales orders, which works great. But, with proper training, the agents can boost sales with cross-selling and up-selling.
- Upselling provides a subtle nudge to buy higher-priced products. Consider selling the newest phone model to someone who inquires about last year’s version.
- Cross-selling is pointing the customer to complementary or related products. An example would be selling wet wipes to someone who is buying diapers.
Proper implementation of the techniques will boost sales.
The selling of related products is not limited to a particular sale or time. Post-purchase follow-ups are another robust sales boosting area. You can, for example, offer after-sales support in the form of a maintenance plan.
Final Thoughts
Call centers provide a helpful service in customer interaction. They allow for prompt feedback and resolution to customer issues. Yet, therein also lies a powerful sales and marketing tool. Good customer experience is key to converting customers.
There are also benefits of service personalization, cross-selling, up-selling, product recommendation, and more.
Finally, invest in the best omnichannel contact center software. The technology ensures seamless customer experiences on different platforms. The teams can achieve higher efficiency and thus increase productivity.
