From Frustrating to Fantastic: How partnering with a call centre transforms customer experience

From Frustrating to Fantastic: How partnering with a call centre transforms customer experience

Providing excellent customer service is crucial for the success of any business. Customers have high expectations, and they love easily accessible and responsive support. As if that's not already challenging enough, there is always a risk of losing customers to competitors who can provide a more immediate response outside of regular business hours if your business fails to meet these high expectations. 

Outside normal business hours is where customer service call centres shine the brightest. They can do more than just answer your Monday-Friday, 9-5 calls. Call centres have trained agents available 24/7, enabling your businesses to offer the support your customers expect, no matter the time of day. Instead of customers feeling frustrated by chatbots and spam emails, your customers could simply resolve problems over the phone, even after hours. Quick resolutions prevent minor issues from becoming bigger complaints. From troubleshooting issues and handling complaints to gathering valuable data and providing feedback, call centres offer flexible solutions to efficiently serve all your customers.

What else can a call centre do for you?

Fast, consistent and high-quality customer support

With an outsourced support team, your customers can speak to professionals focused exclusively on providing excellent service, while you can focus on other priorities. 

Call centres can quickly troubleshoot technical problems requiring interactive dialogue. Customers would no longer have to wait for hours or send dozens of emails before they can be heard and have their issue solved. 

Consider how valuable 24/7 customer service is for service-based companies, like plumbers. Say a plumber receives a call at 6:30 pm from a loyal customer about an urgent leak. If they don’t get the call because the office is closed, the customer, who would otherwise choose your plumbing company must go to a competitor because he cannot wait to leak fixed when you re-open the following day. If the plumber uses a call centre they will capture the call, make money for services the customer, AND have a happier customer because he got his leak fixed promptly. 

Enhance customer loyalty and provide insights about customer pain points

Few things frustrate consumers more than a robotic voice repeating the same list of options that aren’t related to their problem. We’ve all been there; pacing around – feeling increasingly frustrated until we eventually shout, “IS IT TOO MUCH TO ASK TO SPEAK TO A REAL PERSON”? Enhance customer loyalty by giving them an empathizing human to talk to in their moment of need. Providing 24/7 live support can also lead to incredible business insights that would otherwise be lost. 

Call centres receive tons of calls, which help them gain insights into common challenges, recurring complaints, and changing expectations. With call centre technology and reporting, business owners and decision-makers can spot a pain point before it becomes a major problem. For example, if a building owner sees that they had 3x as many calls as they normally do about heating issues in their apartment, it might indicate that the furnace or heating system needs repairs. The building owner can jump on the repairs before a full-scale replacement is needed and prevent more complaints from tenants. Call-type reports give decision-makers insight into real-time customer information. Just be sure to let your call centre know what information you want to capture before your call script is designed.

Optimizing the scale of operation to save money

Partnering with a call centre service can provide the flexibility to cost-effectively scale operations up or down as your needs change. Additional agents can quickly be added during surges in call volume. This scalability ensures excellent service as your customer base expands or contracts.   

Evaluating your partners on their ability to flexibly scale operations, staffing, and infrastructure to meet changing needs is crucial. 

For example, as your customer base grows or you launch new products, they can rapidly add skilled agents and supervisors to handle call volume spikes. In case the business is slow, you could temporarily downgrade to a more budget-friendly plan that suits your business at that point in time.  

Call centres are critical for customer-focused businesses, enabling responsive issue resolution and a positive experience. They show customers their time is valued, feedback is heard, and satisfaction is a priority. Having the right call centre partner can drive loyalty, reduce churn, and strengthen your brand. In fact, according to Forbes, 97% of consumers say customer service interactions impact their loyalty, to a brand. That means every interaction with a customer matters. Will you 'wow' customers with your empathy and attention to detail, or will you miss the call? 

Choosing the right call centre partner for your needs

Selecting the right call centre partner for your business is crucial to get the most out of the relationship. The right provider becomes an extension of your brand, equipped to deliver experiences aligned with your customers and business needs. You could evaluate your options based on the following criteria:

  • Ability to scale operations – You should seek a call centre partner that allows more flexibility when it comes to how busy your business is. When operations get busy, your call centre should be able to scale your service accordingly to make sure you capture every call. Conversely, if business is slow during an off-season, your call centre should right-size your package to accommodate for the slower call traffic.
  • Industry expertise and experience – Call centres with experience in your industry have a deeper knowledge of common needs, terminology, processes, and compliance requirements.
  • Technology capabilities – The technical infrastructure and capabilities are crucial for seamless integration and high-quality interactions. Assess their phone systems, CRM platforms, cloud tools, call monitoring applications and analytics dashboards. Their tech stack should flexibly integrate with your other customer service systems.
  • Hiring and training approaches – Understand how the call centre sources, screens, and onboard support agents. Ongoing learning and quality assurance are important. This diligence ensures highly capable, professional agents.
  • Quality assurance practices – Rigorous monitoring, evaluation, and feedback drive continuous improvements. You must inquire about their quality assurance practices. Do they record calls and score interactions based on important criteria? How do they gather customer satisfaction feedback, what is their process for identifying training gaps and coaching agents?  

Vetting across these areas takes time but ensures you select the right partner to meet your needs and support growth. With due diligence, you can choose a call centre that becomes a seamless extension of your brand.    

Expectations and call centre metrics 

Upon selecting a call centre partner, laying out clear expectations upfront ensures a successful collaboration. This entails aligning policies, processes, and priorities in key areas: 

Call centre expectations and metrics

  • Defining brand voice and messaging: provide guidance on your brand voice, tone, and messaging to ensure your partner will treat your customers exactly how you would. Examples of greetings, phrases, FAQs, and dos and don'ts facilitate consistent conversations aligned with your brand image.
  • Understanding service targets: Critical service metrics like call volumes, response times, and customer satisfaction rates establish clear performance indicators, this helps to ensure you’re getting what you’re paying for.
  • Establishing escalation and triage protocols: Documenting when and how issues should be escalated prevents inefficiencies and ensures timely resolutions.

  • Outlining data collection and reporting: Specifying interaction data to capture aids in monitoring progress on service targets and KPIs, detailing problems, feedback, and resolutions.
To maintain service quality and identify areas for improvement, diligent tracking and monitoring of performance metrics are crucial. The following are some common call centre metrics that you should be familiar with.
  • Average Handle Time: Measures efficiency in resolving issues during each call. Optimal handle times, depending on complexity, often range under 5 minutes but will vary depending on the complexity and industry norm.
  • Customer Satisfaction Scores: Post-call ratings directly reflect customer perceptions and should target over 90% satisfaction. 

Regularly monitoring these key metrics can allow you to foresee any service quality dips and highlight areas where you could provide additional training or process improvements. 

Frustrated no more 

With the help of a 24/7 call centre partner, you can set the stage for outstanding customer experiences. To make sure you choose the right call centre partner ensure that they align with your expectations, metrics, and brand voice upfront. Remember to establish standards and make sure they are maintained to ensure that you and your customers are feeling fantastic! 

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