Why the Call Center is Still Relevant

Why the Call Center is Still Relevant

While it may seem logical that customers would prefer service delivery online or via phone without a human involved, that’s actually not the case at all. Today’s customers expect more from brands than ever before and these companies need to step it up if they are to be successful. How do call centers factor in?

Microsoft’s 2017 State of Global Customer Service Report found that 69% of US respondents to their survey said customer service is very important in their choice of or loyalty to a brand. The report also elaborates that knowing that customer experience is such an important factor, it is essential to “deliver personalized and contextual interactions throughout the customer journey.” Breaking this down further by age group around the world, the message is clear – customer service is very important in the choice of or loyalty to a brand.

  • • Ages 18-34 – 66% selected Very Important
  • • Ages 35-54 – 56% selected Very Important
  • • Ages 55+ – 55% selected Very Important

In the US, the phone is the customer service channel respondents use most – 74% of respondents have used the telephone as a customer service channel. In fact, the phone is more popular than email, in-person, live chat, mobile app, text message, self-service, chat bot, search engine, social media or online community in the US and in most areas of the world represented in the study.

Keep in mind, however, when asked about what the most frustrating aspect of a customer service experience is, 34% of US respondents selected “Automated Telephone System (IVR)/inability to reach a live person for customer support.” Microsoft’s study reports that 59% of US respondents say they have stopped doing business with a brand because of a poor customer service experience. Seeing as customers base their loyalty to a brand, in part, on their customer service experience, businesses looking to hit the mark with their customer base need to understand that people still prefer to speak with another person when it comes to receiving service from a company and furthermore, they will discontinue doing business with a brand when not pleased with a customer service experience.

In the 21st century, some may be shocked by these results but the results make it clear that businesses with the most responsive call centers will have a significant competitive edge. Many such businesses will choose to partner with a highly-skilled telephone call answering services provider due to the substantial infrastructure involved in delivering the best call center-based customer service. They also recognize that this partnership provides them with more time to focus on growing their business because experts are managing their customer service call center.

According to the US respondents, 33% to be exact, “a friendly & knowledgeable representative” is the most important aspect of a good customer service experience. The right call answering service will have live operators trained in the specifics of your business available 7 days a week, 24 hours a day to speak with your customers and potential customers. This means that your business is open all day, every day with trained professionals always ready to represent your brand which should translate into brand loyalty from your customers.

At Responsive Call Center, we provide that and more. Our operators follow your predetermined protocol so that every caller receives the attention they need to solve their problems. They use state-of-the-art equipment to make certain that you never miss any of your customers’ calls. This combination delivers growth for your business and leads to happy customers who refer your business to others.

Responsive Call Center offers a complete menu of call answering services that includes bilingual answering capability, virtual receptionist services, call screening and forwarding, online faxing, and emergency dispatch.

Contact us today to discuss how we can help your business grow while improving customer loyalty and make sure that you receive all of your important calls.

Order Taking: Sure, We Can Help

Order Management

A phone ringing with customers eager to place orders is a positive sign for your business growth but to ensure customer satisfaction the order must be taken down properly. Order taking and management requires time and attention to detail.

If your growing business needs customer service representatives who can answer calls and take orders, Responsive Call Center’s team of professional representatives can help your business. We are available to take orders and process them 24/7. Our representatives can provide:

  • Product information
  • Stock availability
  • Order processing
  • Order status updates
  • Dispatch management

Does your business already have an Order Management System (OMS) in place? No problem. We will work with your team to ensure our representatives are fully trained and well versed in how to use your OMS so it can be integrated with our own system. Every member of our call center order management team follows processes including:

  • Lead capturing
  • Validating information
  • Fraud checking
  • Sourcing
  • Confirming deliveries

Our live order management call center representatives are able to provide customers with tracking information and details. If your company works with consultants, repairmen, or stores that only serve customers in a specific geographic area, we can merge your database with our system so that your customers always have the most accurate information possible.

Responsive Call Center’s team is well trained and our call centers are fully equipped and staffed to take and process your orders according to your specifications. There are always supervisors on hand to monitor calls and support our representatives if anything urgent comes up or if there are any escalated calls. We will treat every caller with the utmost respect and professionalism so they always feel their needs are being met. As your partner in this endeavor, Responsive Call Center takes this responsibility seriously and will ensure your callers feel as though they are speaking to members of your own team.

We understand your business is your main priority, so let us take care of the rest. Call us today to see how we can help – (855) 729-3235.

Industry Spotlight: Construction

Construction Call Center Services

When was the last time you drove by a quiet construction site?

Construction sites are far from quiet making them a very difficult place to take a phone call if you have any hope of hearing the person on the other end.

Construction sites are notorious for being loud, and require a great deal of attention to detail, as well as the different things going on around. Construction workers need to be focused on their surroundings to maintain their safety and the safety of those around them.

A professional call center can act as a middleman for these calls, gathering valuable information and delivering this information to the site manager in any format such as a text message, an email or a call at a specified time. Call center services for construction businesses can make a huge impact in the day-to-day communication between the construction business and the client.

Stay Focused on the Job

Safety comes first, always. Every call that comes in to your construction company is important but can also be an  interruption that may lead to injury or damage to the property you are working on. Let professional call center agents handle incoming calls so that you can maintain safety on the job site at all times.

Never Miss a Call Because You Didn’t Hear Your Phone

Calls coming in can range from highly critical (investors or property owners with urgent questions) to scheduling appointments, employee questions, to even neighbors looking for information.). Construction sites are loud, and it is often difficult to maintain a conversation, let alone hear a phone ringing. Missed calls are never good for business. A call center will answer every call, and handle delivering the details to you in a convenient manner.

Construction is a complicated business that can become even more difficult when calls are coming in on the job site. Lean on a professional call center service to ensure the job site is safe and that all of your calls are answered timely and professionally. Professional call center services for construction businesses help companies maintain efficient communication with clients, vendors, investors, suppliers and employees.

Call Responsive Call Center today to discuss the options available to your construction company.