Customer Services and the Outsourced Contact Centre

Wednesday, November 5th, 2014

As we approach the run up to Christmas, online shopping will once again become a focus of attention. With year on year increases in ecommerce spending, online customer services channels are now, more than ever in the spotlight.

According to an American Express survey of 1,000 people over the age of 18, although 32% preferred to use a company’s website, social network presence or email for simple day to day enquiries, 25% of those polled still preferred to speak to a company representative when issues became more complex.

Approximately 20% of those questioned said companies were providing lower than expected levels of service, whereas only 13% percent believed that companies had exceeded their expectations in terms of customer service. Also, according to the survey’s findings, “the best way a company can stand out and exceed consumer expectations as regards customer service is to provide products and services that meet their needs as a customer.”

In short, these results seem to indicate that it is now time for companies to increase their focus on the overall customer experience to ensure that their own customer services department remain, at all times, responsive to their ultimate customers’ needs.
With over 80% of customers stating that they would be more likely to stay with a company that strives for excellence in customer services, there can be little doubt that first class customer service plays a major role in customer retention. Furthermore, great customer service provision also attracts new customers as those whose expectations are exceeded are far more likely to recommendations to others

So, with ever increasing demands on your customer services department and the need to be at the forefront of evolving new technology, maybe now is the time to consider outsourcing some or even all, of your customer services.

Give mplontact Sutton Coldfield/Birmingham a call on 0121 362 7001 (or use freephone 0800 018 6009) to get started today.

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