Over the long term, a call center can deliver immense value to a business. Apart from handling customer complaints and calls, a call center is a gold mine for business insights.
With the data you collect from a call center, you will be able to identify patterns and habits that may help with improve your business. These insights may enable your manufacturing or service team to improve their offerings. You can also gain an insight into how your customers think, and you can use this to build a positive and lasting brand presence.
Pinpoint common quality problems in products
If there is something wrong with your products or service, it is likely that your customer service representatives will be the first to hear about the problem. What problems are coming up that were previously not noticed? What part of the product or service has to be updated, tweaked, or removed to improve its performance, and make customers happy? Customer service representatives can provide invaluable insight because they are hearing about problems directly from customers.
Uncover trends and consumer insights
Marketing departments spend innumerable hours and massive budgets trying to position their company’s products or services as a panacea to customer’s needs. Why not make use of the business intelligence analytics that a call center collects, to increase the share of your most important customers, take surveys and get honest and real insights from customers? Customer service representatives are the front line of your business. They know your customers better than anyone in the company. They can recognize the most pressing matters, concerns and convey the same to you to take action on.
Build a positive brand image
Most customers won’t remember the name of the customer care representative when they call a company. They only remember if the company solved their problem or not. Great customer service will perform wonders for your company’s brand image. Your company will be respected in its target segment for being informative, helpful, and friendly. You will be known as a company eager to help customers. On the other hand, a poor brand experience will label your company as rude, impersonal and not worth the customer’s time.
Are your customer service representatives as effective as they might be? Contact an AnswerPlus service professional for guidance at 1.866.615.3433.