Boost your business with excellent customer support

Customers are the prime movers of a business. Keeping a customer happy and satisfied enhances the sales and with the improved engagement between the business and the customer, the brand value increases. The customer satisfaction is a big and continuous process. You need to respond to the problems and issues faced by the customer and provide resolution. At a small level, this can be attended by the business. But with the increasing number of customer queries and their expectations, it is required to hire call service providers, who can deal with the customer on the behalf of your business. In this article, we shall discuss about the inbond call services and selection of call service providers.

Call services

As per the industry reports, in the situation when a customer needs assistance, 60% of the times the voice call services are selected. This is the reason why there has been a huge jump in call volumes daily. To deal with these big call volumes, you need to assistance of online inbond call services provider who can take the calls and provide resolutions.

There are several performance indicators for call service providers, as mentioned below:

First Call Resolution (FCR) – It is the ability of the call service provider to resolve the customer issues on the first call itself, without any requirement of a follow up.

Average Handle Time (AHT)- It is the average time taken during a customer interaction, including talk time, hold time and time taken for related activities during the call duration.

Time in queue- Average time required for a new call to get addressed.

Selection of call service provider

You can use the following factors to select an appropriate vendor for inbond call services.

Experience- The service provider shall be employing professionals who have required skills and have expertise to understand and resolve customer issues promptly.

Continuous support- The service provider shall provide 24×7 supports throughout the year to its clients. This will induce confidence in the client that their customer issues can be resolved at any time whatsoever. 

Infrastructure- The service provider shall have state-of-the-art data and voice communication setup. They should also house dedicated and fast internet connectivity to ensure a prompt call reception and resolution.

Staff training- The service provider shall have dedicated training and development programs for its staff. The training shall ensure that the employees are above par when it comes to soft skills, domain knowledge, customer service etc.

Quality- The service provider shall inculcate high standards of quality in his operations, in line with the industry standards.

Customized packages- There are some service providers who offer customized call services, as per the organizational requirements.

Conclusion

For the businesses to grow, a dedicated work towards customer satisfaction is required. The customer query resolution can be outsourced to a dedicated call service company. There are many professional organizations offering customer support. You need to judiciously select the company and collaborate for the better customer engagement, which will in turn reflect in your business growth.