No contemporary business can even think of existing without the loyalty and support of its customers. With the advent of economic liberalization and globalization, there are various brands trying to sell similar and identical products. In such a competitive scenario, it becomes difficult to stand one step ahead of the rival companies. The only sure shot way to avoid this competition is through providing customers with an unbeatable buying experience. BPO companies are adept at providing both outbound and inbound call center services keeping the value of customer experience in mind. They have enabled business leaders from different industries in successfully executing their customer experience strategy. Let us learn more about the nature of customer experience and the role of an outsourcing partner in achieving that.

What Do We Understand By “Customer Experience”? & The Importance Of Building A ‘Customer Experience Strategy’

In broad and simple terms, customer experience refers to the interactions of a customer with a business both before and after the purchase of a product or service. There is a very fine line between a positive and negative customer experience. It has a significant power to make or break the relationship between a business and the customer.

Many companies can be seen using the terms ‘customer service’ and ‘customer experience’ interchangeably. However, there lies a significant difference between the two business terms. Customer service facilitates a single point of contact with a business where the customers can reach out to the business to resolve their respective queries. On the other hand, customer experience involves feelings and emotions that a customer goes through while making a purchase.

In this fiercely competitive business world, it becomes utmost important for a business to focus on providing the right customer experience to its customers. Failing which a business stands to lose its valuable customers and no business can afford to let this happen. Hence, in such a case the best solution is supplied by customer experience outsourcing firms. The outsourcing firms can enable a business in building a robust customer experience strategy and make it the topmost priority for a business. They can help a business in establishing an emotional connection with their customers by showing great attributes of patience, empathy, care, etc. Another must-have feature for an effective customer experience strategy is the importance of taking valuable customer feedback.

How Positive Customer Experiences Lead To Improved Customer Retention Rates?

Customers are always looking to have an astounding experience with a company when they become customers of that business. Marketing experts from across the globe might differ on a lot of things, however, most of them would agree on the opinion that customers do not just shop for products or services, they eventually are buying the purchase experience associated with buying a product. At the end of the day, we all are customers to some business or the other and we all have good and bad stories to tell regarding our buying experiences. The customer is going to return to a business only if he gets an experience worth talking and sharing about. Studies conducted across the globe have pointed to the fact that positive customer experiences lead to improved customer retention rates. This means that if a business just ensures better customer service and experience, it no longer needs to worry about whether a customer would do business with them or not.

5 Ways Your Call Center Outsourcing Partner Can Help Improve Customer Experience

1) Zero To Minimum On-Hold Times During Calls

The only aspect that makes customers reluctant to approach a call center is the long hold times which they have to face often. This can make the customers even more frustrated in addition to their existing queries or complaints. During peak hours of the day or during peak seasons, this situation can get only worse. Call center outsourcing can enable companies in significantly reducing the hold times which customers encounter. The outsourcing company can offer great flexibility and employ more call center agents during peak call hours. This would ensure that the customers can be quickly connected with the available agent to resolve their issues.

2) Highly Efficient Call Flow Management Leads To Better Customer Experience

Call centers receive and undertake a lot of calls and if there is no proper system in place to manage the calls then everything would come to a standstill in an hour. Proper and highly appropriate call flow management can ensure that call traffic could be diverted to the necessary departments. This would save valuable time of both the customers as well as the call center agents. A call center services provider makes extensive use of IVR systems that can help in routing the calls to the desired customer support division.

3) Professional Agents Who Value Every Single Customer

The call center agents become a single point of contact for customers who approach a business. This means that the entire reputation of a company depends greatly on the agents. Hence, it becomes important to ensure that the agents are trained to manage customers with ease and efficiency. Outsourcing companies ensure that their outbound call center services are provided by employees who undergo intensive training and other seminars so that they can maintain a positive attitude while assisting the customers. They also ensure that the agents get a happy and friendly work environment as happy agents would eventually lead to happy customers.

4) Establishing A Robust Feedback Loop

Feedbacks have turned out to be the backbone of any customer experience strategy. Every feedback by a customer is considered valuable and they must be provided with enough opportunities to share their feedback from time to time. A call center service provider helps in establishing this feedback loop by asking for customer feedback after the termination of a call session. The callers can share their feedback through follow up emails or messages which they receive on their registered contact number and email address. Proper analyzing of the feedbacks will help a business understand customer pain points and further improve customer experience.

5) Customer Experience Management (CEM) Integration

Customer Experience Management (CEM) refers to a system or tool used for recording and monitoring customer interactions with a business. Such software can be used to effectively record customer calls such that the agents can always refer to them to seek additional information. CEM tools enable an outbound call center agent to better understand the likes and interests of a customer and accordingly pitch them the company’s products or services. Regular monitoring of customer interactions would enable an agent in delivering desired results and improving the customer experience.