Talking to your existing staff compliment, you have heard it all before. Aren’t you tired of it? And isn’t it costing you valuable time and resources? Instead of staff members focusing on other vital areas of your business, they are left spending an inordinate amount of time fielding sensitive and eccentric callers who want nothing more than to have an elongated chat over and above outlining their long-winded queries.
From this point, it may sound as though insensitivity and lack of concern for the customer, who is traditionally always right, is being expressed. All that is being done here is echoing the sentiments of both you and your overwhelmed staff. You can take a load off of their backs and save your company money by outsourcing direct contact with telephonic and email clients with a bpo partnership. What this also amounts to is expertise that none of your staff, or you for that matter, have.
Your best intentions and diligence are all you have at this point. But in this demanding consumer environment, it is not enough. Strong-willed but polite call center operators take over where you left off. Not only that, they improve on existing customer interactions and start the process of building on new relationships. Do not for one moment think that they will be taking over your business. Not at all. What they will be doing is skillfully transcribing all direct client to business interactions and providing you and your staff with the necessary feedback summaries to respond positively to the query case load built up.
You can do this now, now that you no longer have to deal directly with customer eccentricity. Customer care is enhanced by none other than you. It is your initiative.