Although a call center is not as efficient for 4.0 consumers, who are fully adapted to digital, nor for 5.0 consumers (digital natives), it is an essential channel
That's why today we're going to explain the importance of a call center for SMEs and how telephone interaction can improve customer service . We're also going to tell you how a call center can increase your SME's customer retention and loyalty rate.
Why is a call center for SMEs relevant? Waiting time, personalized attention and in real time
Zendesk’s Customer Experience eritrea email list Trends Report shows that over 60% of customers view quick issue resolution as the most important aspect of customer experience.
This data shows that having a call center can increase the retention rate of customers who have a problem or conflict with your SME's product or service.
It is not surprising that the omnichannel experience is becoming necessary in today's companies . In this strategy, customers can contact companies through different integrated channels, such as: emails, websites, social networks, WhatsApp Business, chatbots and the telephone itself.
Omnichannel means that, no matter where the conversation originates and ends, channel integration ensures that messages are not lost and customer queries or problems are resolved quickly.
And although almost all of these channels have someone “behind the scenes” when it comes to conflict resolution, it is still important to offer more humanized attention with a teleoperator.
On other channels, customers may feel that support is not provided in real time. And that is one of the worst perceptions for a consumer. In fact, 64% of customers say they expect real-time support regardless of the channel they use to contact companies. This means that if you are an SME with a well-functioning call center, your customers will always be satisfied.
A study by Groove HQ revealed that the average acceptable wait time on a live chat is 45 seconds. If your customers wait longer than that, they may think your agent is serving more than one person at a time, and that wait can be responsible for a poor customer experience.
On the contrary, when they call a call center, customers are willing to wait a little longer because they know that your teleoperator is looking for a solution to their problem and not serving someone else.
That same study revealed that customers can wait in line for up to 11 minutes just to start receiving service – an unacceptable amount of time for a live chat.
In addition, providing them with personalized, humanized and agile attention when they need after-sales support guarantees that they promote your brand.
Types of contact centers
Although the contact center is an evolution of the call center, these two communication channels cannot be confused.
