I recently read this article at CallCentre.co.uk, Mapping the Perfect Recipe for Customer Experience Excellence: Food for Thought. The author talks about the 6 pillars of achieving customer experience excellence: personalization, integrity, time and effort, expectations, resolution and empathy.
While each of the 6 pillars is important, I think that the “time and effort” pillar is one to bring to the attention of owners of small businesses, managers of customer support departments and managers of fundraising. If you are not already using an inbound call center service or answering service, you may be overlooking the fact that time is a scarce resource for your customers and prospective customers.
At On Call Centre, we understand the importance of “time and effort.” We do not use voice mail. Our customer service representatives answer every single call, which saves time for our clients’ customers. That’s because they’re not stuck in “voice mail jail.” We also answer their questions in the language they are most comfortable—English or French—which shows again that their time and effort is valued. And, we answer the phones 24 hours a day, 7 days a week, 365 days a year. This again demonstrates to your customers that you value their time and effort.
If your company is looking to build customer loyalty through positive customer experiences, then it’s time to learn more about our professional telephone answering service or professional inbound call centre services. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 46 years. We invite you to call us: 613-238-3262 or Toll Free 1-866-323-3344.
[The article mentioned at the beginning of this post is no longer available online.]