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The Importance of Quality Control at Your Call Centers Customer Service Hub

November 01, 2012 | Comments: 0 | Views: 248

Most companies that offer a product or a service will also need to offer call centers customer services for their valued clients. Customers require support from time to time, and the call centers customer services that you use greatly matters. From helping the customers resolve any questions, complaints or disputes, to increasing loyalty and retention rates by demonstrating to your customers that their concerns matter, that they are attended to properly, and that they are not just another number in the customer services ticket pile. It’s important to keep in mind that a happy, satisfied customer is the best customer that money simply can’t buy; and earmarks increased profits exponentially later on down the line. Whereas a dissatisfied customer can vastly impact your ROI (return on investment). Learn more about the importance of using a quality call centers customer services provider in this article.

What Bad Quality Control Does to the Customer Experience There are some key points of poor quality control, or the lack of it altogether, that can be made here. For starters: no quality control means that there’s nobody for the call centers customer services reps to answer to. There is no guidance. Customers will wait for long times on hold. The reps will not be attentive. Disputes won’t get resolved. Loyalty rates will diminish, and sales will drop out of the sky. As you can see, there’s clearly no choice: you need to demand first rate quality, always.

Five Key Signs of an Excellent Call Centers Customer Service

1. Dedicated project managers that report to you each week.

2. Expertly trained reps that are compassionate about their jobs.

3. State-of-the-art facility, equipment and software.

4. Proven track record of success with references available.

5. Strict, ever evolving quality control programs in place.

Can Outsourcing Can Save You Big Bucks? If you were to pay for such a capable call centers customer service provider in the US, you could expect to pay a lot of money for these services, as you would be tendering US wages in order to do so. With outsourcing, provided that you always opt for a qualified and seasoned service, you can reduce that cost dramatically while not cutting into the quality of the service in the process of doing so. In answer, yes, outsourcing can save you a lot of money; just be cautious which service that you use, and be certain to conduct proper due diligence.

Three Things to Look for When Choosing a Service

1. Experience – check their references to be sure.

2. Quality employees – ask about their quality control process.

3 Competitive rates – ensure that rates are competitive and that there are no hidden fees.

Article Source: http://www.essencearticles.com/a/46592
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