In an ideal world, every customer would have all of their questions, comments, and concerns addressed directly by the owner of a company. Of course, in the real world this is neither feasible nor desirable which is why customer support is frequently conducted by customer services agents via telephone. That being said, customer support is frequently the most important (and sometimes the only) person a customer will speak to in relation to your company. Making an excellent impression is not just important; it can be the difference between a loyal customer or losing a customer’s business.
Telephone staff answer questions and resolve issues
Customers typically call for one of a few reasons. The first is that they are interested in one of your product or service offerings but have a question or specific circumstance they want to have addressed. Having a friendly and knowledgeable customer support agent that can answer their questions the first time (and without transferring them to three different departments) will put them at ease and make the decision to purchase your product easier for them to make.
Existing customers might also call in with a technical support question or another issue related to their product. In these circumstances, customers are probably already at least somewhat frustrated. Having a knowledgeable customer service or technical support agent available for them that can work them through the problem can turn an angry customer into a passionate advocate of your businesses.
Sometimes, customers will call to make a change or adjustment to their product or service. Ideally, this can be done in as little time as possible, and with a customer support agent making the changes without needing to transfer the customer to anyone else.
Attributes your telephone staff need to have
In addition to being professional and friendly, your telephone staff needs to be knowledgeable about the various situations customers might call in about. Ideally, they will also have the authority to make changes on behalf of the customer without needing to go through multiple levels of management and/or administration. The goal should be to help customers deal with their issue quickly and the first time they call — anything else should be considered insufficient and should be actively worked on.
Why MAP Communications is your ideal call center
MAP Communications has worked with companies of every shape and size, across virtually every industry, to provide outsourced customer service, all with outstanding results. Customer service agents at MAP Communications call centers are personally trained on the nuances of your company, including the various types of calls, priorities, and anything else that might be important.
In addition to being professional, friendly, and effective, our clients can choose to have dedicated customer service agents. This is valuable because specific agents can gain experience with a specific company, essentially becoming part of the company and its culture over time. The other benefit is that employees at your company — and potentially customers who are frequent callers — can build a relationship with specific agents.
To learn more about how MAP Communications can benefit your business, please contact us at here for a free 7-day trial.