The present decade has seen the increased emphasis placed on customer service. This is due to the gradual shift to online modes of business, which allow organizations to cater to consumers worldwide.
To ensure that companies can serve their customer service requirements, call centers have become a primary means of addressing customer concerns and issues directly and oversee the communications aspect of such online businesses. Some of the most successful companies in the world are using call centers, and their decision is paying dividends.
In today's world, call centers are an essential feature of any business looking to provide high-quality customer service experience. The stark increase in demand has led to improved solutions to the technical problems that burden call centers around the world.
According to a UK CallMiner study, customers’ preference for phone customer support has increased by 14%, only second to text message-based support which grew by 38%. However, their preference for social media-based support and website-based support declined by 27% and 34% respectively.
Price is also a less important factor when it comes to customer churn. Customers now place increased importance on customer experience, fair treatment and loyalty when deciding to switch providers.
This means that contact centres are becoming increasingly important in reducing customer churn and attracting new consumers. CallMiner also found that 84.1% of consumers were likely to stay loyal after a positive experience with the call centre while 78.4% were likely to switch providers after a bad experience.