5 Myths About Call Centers Debunked

Call centers often get a bad rep because of the myths about them. Unfortunately, these myths usually get their way around. Some of the most common ones are the following:

1. Call centers cost more than their worth
   This is probably the most common misconception about call centers. And this is the reason why there are still small business owners who are hesitant in getting their services. But did you know that consumers tend to buy from companies associated with excellent customer service? Call centers play a significant role in that. So, the next time someone tells you not to get the services of a call center because its cost is more than its worth, ask yourself: do I value my clients that I wanted them to experience satisfying customer service each and every time? If the answer is YES, then getting the services of a call center is right for you.
2. Language barrier is a problem
   From time to time, you may hear of customers complaining of customer service agents who may seem to speak English but they can barely understand them. You have to know that this is an exception and not the norm in the call center industry. Things like that can happen especially if companies opt for international services. However, if you hire the services of a contact center in Northern America, you will rarely experience this.
3. Customer service line is obsolete
   The growing use of email, live chat, and social media for customer support may make it seem like phone lines are no longer needed but the truth is, phone lines remain a popular choice among customers. Most customers still prefer to talk to live customer service agents especially for resolving complicated issues. Compared to newer channels of communication (i.e. social media, chat, email), a phone conversation with a call center agent enables a customer to clarify and ask questions.
4. Agents don’t really care about customers
   This is far from the truth. Call center companies, in general, spend thousands of dollars to train their agents. Aside from that, their recruiters tirelessly search for the right people who have the right skills and values who will take good care of their customers.
5. Call center job is a mindless work
   It may be mundane but definitely not easy and mindless.

Working in the call center industry requires a lot of thinking. From the way to greet a customer to solving their problems, agents constantly think of different ways to leave a client satisfied.

The job of a call center agent is far from being easy. This is why it requires people with certain traits to fit into the role.

More Call Center Services Articles:

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2. What Happens When You Don’t Pick Up the Phone?
3. Use Square to Make Point-of-Sale Easy and Cost Effective
4. What to Look for in A Medical Answering Service
5. What’s Your Unique Value Proposition?

How Customer Service Affects Your Brand

People usually buy from companies that they love. And what fosters that love? A great customer service experience.

How Your Customer Service Affects Your Brand

These days, customers no longer spend their money based on what they hear and see on ads. They base it on the customer’s experience on the brand.

Recently, businesses had a shift of focus in their marketing strategy. From creating simple brand messages, brand managers have turned to strategies in building a lasting brand-customer relationship. This is a result of customers now equating brands with experience.

It turns out that many customers are willing to pay premium prices on brands that are associated with excellent customer service.

Negative company reviews can spread very quickly (thanks to social media). Hence, if you’re just starting out, it’s important to prioritize customer service. It’s always worth the effort and time in ensuring a satisfying customer experience.

How Your Brand Can Create Worthwhile Customer Experience

Below are simple ways on how your brand can start building long-lasting relationships with your clients:

• Make your brand stand out
  We mean that in a good way. Whether it’s changing your logo, your brand’s offering, or the way you market your products, small tweaks here and there can actually make a difference on how your brand is being perceived.

• Adapt to the current changes
  This may seem like a challenge given the wealth of information and options we have these days but with a meticulous market and ‘trend’ study, you can make it work for your brand.

• Add a personal touch
  Adding a personal touch such as customizing your email to your clients is a way of connecting with them on a personal level. When you exert effort in personalizing your connection with your client, it sends a message of gratitude and appreciation. And this message is usually reciprocated.

Hiring the Right People

If your business thrives on feedback from your customers, then it’s important to make customer service a priority in your business.

A lot of customer service skills can be taught but there are certain traits that can make one deliver exemplary customer service. This is why it’s crucial to find the right employees for your customer service department.

Ideal Traits for a Customer Service Representative

For most organizations, a great customer service agent is a people-person. This simply means that the person is comfortable in engaging with other people regardless of their race or background.

When hiring a customer service representative, it’s also important to look for an individual who is resilient and positive. This person is capable of coping and overcoming difficult situations with the client without losing his/her cool and/or comprising the quality of customer service.

Finding the Right Employees

Having the right employees for the job doesn’t just happen. Companies who have mastered it have come up with a meticulous process starting from the placement of ads down to the job interview.

The interview is an important part of the process. Hence, the questions should be carefully crafted to filter out only the best candidates. They must also reflect your company’s values.

3 Ways to Build a Culture of Customer Service

Customer service is not just a department. It goes beyond the rules and policies that are set in place to make sure that customers get the best experience with your brand. It’s a philosophy that should be embraced by every employee in your organization.

Creating a Culture of Customer Service

The key to creating a culture of customer service is making a choice in becoming customer-focused. The best companies have meticulously created policies and procedures that are customer-focused and turned it into a culture. And all employees, not just the front desk, are taught and trained for this culture. Creating a culture of customer service in your company won’t be a walk in the park but the time and effort you’ll spend on it will be worth it.

The following ways can help you get started:

1. Get the right people
   Everyone in the company must be committed to your service values. It can be challenging to create a culture of service if you don’t have the right people to work with.

2. Make sure everyone has a base of knowledge to work from
   You cannot empower your people to do the right thing if they don’t have the base of knowledge to work from. So, make sure everyone understands the basics and undergoes the basic training for customer service. This helps them understand your vision in delivering your products/service.

3. Provide feedback
   Customer service triumphs and missteps are opportunities for growth. Provide feedback to individual employees and use success stories as examples for teaching.

Engaging with Millennials

If you’ve been paying attention to current marketing strategies, you will notice that they are usually targeted towards a certain group – the millennials. They are men and women who are born between 1980s and 2000s.

Why the millennials?

In the U.S. alone, there are over 80 million millennials, which represents over 25% of the population. On top of that, data show that they have an annual spending power of over $600 billion. It was predicted that by 2020, this purchasing power will reach over $1 trillion.

With that massive spending power, it no longer come as a surprise that millennials are the main focus of marketers these days.

How to engage them?

Millennials are known for being digital savvy. You’d think it would be very easy to find them. However, this trait can make it challenging for marketers as the Internet provides a wealth of information. To engage with them, there are two things you have to bear in mind – authenticity and social proof.

So how to engage them?

1. Consider creating mobile-friendly content
   Over 90% of millennials own a smartphone. Thus, it’s just imperative to create content that’s mobile friendly.

2. Focus on brand authenticity
   As mentioned earlier, millennials value authenticity. They are very sensitive to traditional advertising tactics. They usually go for brands that delivers a clear and accurate message for the product/service.

3. Reach out through blogging and social media
   When done right, both blogging and social media can enhance your relationship with the millennials. These platforms help you speak directly to them, show your company’s values and personality.