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ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING
January 19, 2018
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Customer Relationship Marketing

How Does Your Customer Service Call Center Compare?

How Does Your Customer Service Call Center Compare? 9 Tips

Based on the research findings, we would like to provide 9 insights and action items for executives involved with Customer Service Call Centers:

  1. Do not view Customer Service Call Centers as cost centers. These are revenue centers. In their rush to cut costs, companies must consider the financial ramifications of losing customers due to poor post-sale experiences.
  2. Customers' post-sales experiences have significant impact on repeat purchase likelihood and willingness to recommend the company.
  3. The damage from poor Customer Service Call Center experiences is significant. Companies need to consider what that is costing them.
  4. Do not cut back on Training, Quality Control procedures, and investment in Customer Service Call Centers.
  5. Remember that it's 7 to 10 times more expensive to acquire a new customer than to sell an existing customer.
  6. Keep in mind that, per the customer relationship marketing (CRM) research data, positive Customer Service Call Center experiences solidify the relationship between the customer and the company.
  7. Companies should focus on the quality of customers' experiences with their Customer Service Call Centers, regardless of where they are located. Plenty of horror stories were reported regarding in-house, U.S. Call Centers as well as outsourced centers. The important takeaway is that customers expect quality post-sale care regardless of where the center is located.
  8. The fact that only 50% of professionals preferred an in-house call center is alarming. These findings indicate that many companies are not viewing these in-house customer service interactions as an opportunity to strengthen their brand or customer relationships. This is a significant, wasted opportunity.
  9. Personally check your Customer Service Call Center to see if it is up to your standards. As one customer articulately stated:
    1. I think CEOs and all senior management of any company that provides services or products should call their call centers. They should note the amount of time it takes to get a live person or just to navigate the phone tree . . . [experience] the frustration of talking to someone who is not a native speaker, individuals who are not familiar with the product or service they are selling...individuals who can't be asked questions that aren't in their script...

Contact Us for a complimentary consultation to discuss your needs and how Customer Relationship Marketing may satisfy them.

Consensual / Opt-In Marketing Process® (CMO) is a registered trademark of Ernan Roman Direct Marketing

Integrated Direct Marketing® (IDM) is a registered trademark of Ernan Roman Direct Marketing

Creating Integrated Marketing Solutions | Business Market Research & Consumer Market Research | Customer Relationship Management Solutions

Contact Us for a complimentary consultation to discuss your needs and how the 3-Step Marketing Process®can solve  them.

 

Customer Relationship Marketing | Creating Integrated Marketing Solutions | Business Market Research & Consumer Market Research | Customer Relationship Management Solutions

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