Call Centres – Do Self-Service Options Work?

Wednesday, January 22nd, 2020

Whilst the benefits of offering some form of early stage web-based ‘self-service’ customer option is relatively well known, what is not so widely appreciated is that many consumers prefer to exhaust all available self-service solutions before proceeding further with their enquiry.

Whether it’s as simple as an FAQ page on a company’s website or something a bit more substantial like a video tutorial or chatbot, making these options easily accessible can improve a customer’s journey should they have an enquiry or problem they need to solve.

Self-service options can work for the business too.

Of course, whether your business has an in-house call centre or outsources that part of the business, these enquiry led self-service options are a really useful first step given that it is thought that the vast majority of consumers will make use of some sort of online knowledge base if it is readily available and easy to use.

If customers can find answers to simple queries and solutions to a minor problem in a convenient and independent way, then any customer services department is then able to focus on those issues which require more detailed attention. This, in turn, leads to shorter queues for those that do need further assistance with more complex issues, and this is where professional outsourced call handling services can also really make a difference.

mplcontact Sutton Coldfield is here to help!

If you would like to know more, call mplcontact Sutton Coldfield today on 0121 362 7001 to discover how we can help you cost-effectively and confidentiality outsource your inbound customer calls, or, just click HERE to complete our online web form and one of our expert team will be back in touch to explain more about how our services could really help your business in 2020.

We look forward to hearing from you.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society