Thursday, October 31st, 2013
Customer retention is becoming a major issue for many companies now. It has long been common knowledge that retaining an existing customer is far more cost effective than finding a new one, but these days switching service providers for almost anything is a very simple process. A dissatisfied customer is more likely to switch rather than see a complaint through to a satisfactory conclusion, in fact they are bombarded with marketing that encourages them to “go compare” and not be satisfied with what they already have.
Outsourcing customer services to a contact centre like mplcontact can be a major factor in retaining clients. Local call centres with a knowledgable staff able to deal with complaints in a courteous and efficient manner, enhancing a customers experience by ensuring each problem is seen through to a positive conclusion. With social media an ever increasing part of our daily lives a new phenomenon has emerged where an unhappy customer is just as likely to complain about a service provider to the world in general rather than the customer services department of the company in question. A pro-active approach is now called for by customer service departments, rather than wait for the complaint to come to them, the modern day customer services team have to actively seek out those dissatisfied customers online and right their wrongs.
mplcontact are a full service contact centre, to find out how we can help your business retain customers complete the enquiry form or call 0800 018 6009.