Everyone has dealt with terrible customer service before. Go around the table at dinner and people will remember every detail of a bad retail experience, a terrible stay at a hotel, or hours wasted on hold calling for tech support. For many people, a single bad experience with customer service is enough for them to take their business elsewhere! With the growth of social media, it’s become easier for people to share their stories of bad service on Facebook and Twitter, swaying more people to seek other places to shop. Face-to-face customer service interactions have many advantages over contact centers, so how can you improve your remote service to improve the customer experience while benefiting your company as well?

Did you know that 92% of customer form their opinion about a company based on their call center? Additionally, 82% of customers stopped doing business with a company based on bad service! We’ve all heard that it can cost your company 10 times more to acquire a new customer than to keep an existing one, so while many companies operate their contact centers with the intent to keep costs down, if you’re providing bad service, you’re costing your company far more!

OK, so its critically important to be improving customer service interactions.  But where is the money going to come from to pay for this improvements?  Many contact center executives are still in budget-cutting mode due to the ongoing economic malaise.  Some cost-cutting techniques like reducing resources will almost surely reduce quality, which is counter-productive.  Consider some of the critical costs of bad service to the organization: lost customers, loss of referrals, product returns, negative publicity, and lengthy or repeat calls. Plus, the more frustrated the customers, the more wear-and-tear it places on your agents, leading to a decline in satisfaction, burnout, turnover, and ultimately worse service.

However, there are a number of new customer services technologies and approaches that have been shown to reduce costs while improving service levels.  These kinds of improvements can literally pay for themselves!  Furthermore, did you know that 85% of consumers will pay more to a company that provides better customer service? Hopefully the picture is become clear: contact centers need to focus on customer experience above everything, even cost-cutting.

Customers have come to expect an excellent level of service, and in competitive markets, making sure you have the best possible customer service can help retain (and gain) customers. The numbers don’t lie: bad service will lead customers away from your company and will cost you far more than it would to improve your contact center. With so many technologies and resources available to improve your customer service, only the short-sighting CEO will choose to slash costs instead of wisely investing in improvements to their service, especially since you can have both! Building better contact centers will radically increase customer satisfaction and will cost you less than your antiquated service. Don’t know where to start? Let Eventus Solutions Group provide you the roadmap to customer service success! We recently revolutionized the customer satisfaction of a household name non-profit, utilizing the best new technology for contact centers, and we can do the same for you!

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