One of the best ways to improve your customer retention rate as a business is to expand upon the choices customers are given when they need to contact you. Thus, call centres are now seeing a shift in demand from their clients; what was originally a phone-based operation has now ventured into new communication channels in all forms. A recent survey shows that newer channels of communication such as the Web, mobile apps, videochat, text, and social media are increasing in usage, and conversely, the use of older channels such as telephones are decreasing. This trend is a forced to be reckoned within the call centre world.
Being that call centres do much of the business-customer interaction on behalf of many businesses, call centres that don’t respond to this trend could start to lose clients to those who provide today’s most effective customer service options. Not only may they fall short of other companies, but they may end up missing out on the cost savings that other channels of communications provide: the cost of using chat, e-mail and self-service in comparison to voice interactions can cost significantly less. If these other channels of communication are cost savers, then the cost of switching over to them may end paying for themselves.
Take a look at how two industries are using some of these methods to vastly improve aspects of their business that needed fixing:
The healthcare industry
Healthcare providers are starting to eliminate patient no-shows by using self-service calling. Healthcare providers can remind patients of appointments by using call centre capabilities. Ultimately the healthcare industry greatly benefited from the use of call centre resources.
The financial services industry
As credit unions incur delinquencies, their profits are negatively affected. Fortunately, call centres are there to help. Credit unions have been implementing multimedia contact solutions that automatically detect missed payment, at which point the company sends out either and automated call or email to notify the customer of their missed payment or payments. Ultimately, credit unions have not only seen a decrease in delinquencies, but also in increase in customer satisfaction. These companies were also able to assign their agents to more useful tasks that required a higher level of skill.
The lesson to be learned is keep up with the changes; if you aren’t providing the latest and greatest, we suggest that you should. Not just for the sake of your clients but also for the sake of the money in your pocket!
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