Your customer service team is an invaluable part of your company. Without good standards of customer service, your customers will likely become disenchanted in your company and look for alternatives. Building a loyal customer base takes time and dedication, and if you can see that your customer service team might be struggling for whatever reason, it might be time to look at ways in which you can offer them some support to maintain the high standards they have already reached.
There are a few ways in which a customer service team might become stretched.
If you run a small company where you have employees that perform a wide and varied number of tasks, with different responsibilities dependent on what is happening on that very day, you might come unstuck should you suddenly receive a higher number of customer calls than you are used to.
For other companies there is a sense that they are missing out on potential customers or losing customers due to having no customer service support during hours when the office is closed. This is where it is extremely helpful to have a customer service team at hand to cover weekday evenings and weekends.
For other companies, there might be a dedicated in-house customer service team, but there is not enough room for new operatives to be hired full-time and it might mean that customers are forced to wait in lengthy telephone queues before they can even get through to an operator.
In all of these scenarios it is easy to see why companies can become overstretched and how standards can drop. The problem is that even a slight drop in customer service standards can have a dramatic impact on brand integrity and brand reputation.
An external contact service team can be brought in to help you cover all of these situations. They are highly trained and can deliver excellent and consistent standards of customer service. This is ideal should you be using employees to cover different roles and responsibilities currently. An external contact team can also be brought in to cover out of hours, meaning you never lose a customer because they can’t get hold of anyone. The same can be said when hiring an external team to act as an overflow team, taking those calls when your in-house team are at full capacity, exhausted, and can’t take any more calls.
As you can see, there are a few ways in which you can support your customer service teams with the addition of a hired contact centre team. Call centre specialists are highly trained in how to deal with all kinds of customers. By working on behalf of your company, they will be fully versed in all aspects of your brand. They’ll understand everything they need to know about the products and services that you sell. They will know what to look out for from customer queries and complaints, and they will understand how to escalate and send through queries to the relevant departments within your organisation. In all, by hiring an external team of contact centre specialists, your company can continue to deliver high standards of customer service.