These days, modern companies regard customer service as a key business strategy to improve sales. With loyal consumers providing referrals and ongoing revenue, there’s simply no room for lackluster customer care. That said, small businesses have to consider overhead costs when deploying an efficient, effective customer service plan. To get the most bang for their buck, many are turning away from expensive in-house labor in favor of established third-party providers.
No Small Issue
Good customer service isn’t just about making angry clients feel better; it’s about keeping them from getting angry in the first place. Studies indicate that the vast majority of consumers have turned away from at least one company due to a single poor customer service experience. This costs American businesses billions of dollars in lost annual revenue; however, thanks to the Internet, the problems don’t just end there. Review websites and social media platforms have given angry customers the perfect opportunity to tell others about their bad experiences with a company. When consumers use social media to damage a business’s reputation, the consequences can be severe. For this reason, it’s critical that modern companies invest in smart customer service strategies. But, how do they do it, when they’re struggling to stay under budget?
The High Cost of In-house Training
Any time companies hire new full-time employees, they have to cope with significant costs. Besides having to pay for salaries, vacations and benefits, they also have to cover training expenses to get new workers ready to do their jobs. First, they have to pay the new employees while they’re undergoing the training process. Then, they have to pay one of their staffers to do the training. While all this is going on, none of the parties are actually doing any real work.
After investing so much into these new employees, business owners can only hope the workers remain on staff for a relatively long period of time. If they leave or need to be replaced, the entire cost of all that training goes to waste. Likewise, since customer service people can only acquire professional-grade skills through experience, businesses face difficulties and dangers, while these inexperienced customer service reps are learning on the job.
Going with Experienced Professionals
When small businesses need top-tier customer support that will fit within their budgets, many turn to established third-party providers who employ experienced, professional agents. At United Call Center, we maintain high standards for our customer service professionals. We only hire the best candidates and provide them with superior training, so they’re well-equipped to meet each caller’s need in a courteous, professional manner. What’s more, we provide tailored, seamless support, so our clients’ callers never know they’re talking to a third-party service. We work one-on-one with our business clients to determine exactly what they want our agents to do and say, when they’re offering customer support.
By providing the very best available customer service professionals only when they’re needed, we are able to help our clients avoid the high costs and risks associated with in-house training. To learn more about how we can serve your customers and your business, contact our office today.