subject: More Satisfied Customers at Call Centers [print this page] The number of satisfied customers is rapidly increasing. That is the verdict coming in from the call center surveys conducted over respondents across the world. There are several reasons for this heartening change in the numbers. Till very recently you could only hear complaints about telemarketing firms and how they were not able to deliver that was expected or promised. The scenario has not changed drastically, but the number of disgruntled callers is slowly going down. More callers are speaking well of the call center services of brands that have made their mark. In fact, clients now consider BPO processes to be an integral part of the branding of products and services. They are approaching call centers will the express idea of assisting them to create brands.
It's difficult for a call center to establish brands online or offline unless the brand has other means of reaching out to the masses, like TV or radio. Telemarketing calls fall terribly short when it comes to establishing brand credibility because there are too many telemarketing services providers that have swindled customers. A direct marketing scheme with ads in TV and radio drives home the point that your client means business. However, such methods trigger an avalanche of calls from the customers. They are routed to the inbound call center desk. The call volume is sometimes so high that the agents on the job find it difficult to tap them all. This elongates the hold time and adds to the caller's frustration. There are simple ways adopted by BPO units that have made it possible for them to bring down customer complaints.
Direct marketing is often supplied with the URL of the client's website. This diverts the calls from being made in to curiosity to check out the website. There is lesser burden on the answering service, but the client is still tapping into the interested customers through online means. Web leads are much welcome to the clients who also want to establish their brand presence online. Come to think of it, some business projects work better through online methods, like B2B lead generation. With lesser pressure on the phone lines, customers have it easy and there are lesser complaints. Soon after, when such quality telemarketing work becomes a habit with the call center that is handling the project, you get yourself a list of dedicated callers that make purchases from you.
The decrease in the number of complaints for call center services is testimony to the amount of effort that the agents and employees are plugging in. Despite all the flak, the answering service agents are working round the clock to ensure that callers don't find things inconvenient. It is only due to their efforts and some careful planning by the team leaders and supervisors that BPO units see a positive change. The challenge is tougher for the offshore call centers working out of third world countries. The price barrier compromised, they have to pull up their quality of telemarketing services before they can hit home the point that their services are reliable and of international quality.
