New or prospective customers form their first impressions of a company based on their first phone calls with a customer service agent.
The agent’s tone, the content and their delivery of that very first call will set the scene for the caller. If the call is handled poorly, the customer is unlikely to leave feeling satisfied and might even get in touch with a competitor in the hope of a better experience.
But what’s worse: mismanaging a call or not answering it at all?
Some staggering statistics
The statistics on customer service are multitudinous and give businesses a clear insight into what customers prioritise and value when contacting a company for help.
It’s no secret that an excellent customer experience is imperative to a business’ success. Putting effort into your customer service allows you to build trust with your clients and develop a long-lasting and loyal relationship.
Based on a STUDY BY GLANCE, 78% of customers have backed out of a purchase due to a poor customer experience, and NEARLY A THIRD are keen to jump ship after just one unsatisfactory interaction. And in today’s hyper-connected world, 77% OF CONSUMERS consider the biggest problem with customer service to be how hard it is to reach an agent.
Answering customer service calls promptly and efficiently is an absolute must. When people have a question for a customer service team, 90% BELIEVE THAT AN IMMEDIATE RESPONSE IS ESSENTIAL. There’s simply no room for regularly missing calls or leaving your customers waiting when customer expectations are so high.
Many businesses have struggled to align the capacity of their customer service teams with their customer service demand, and any calls that go unanswered could be detrimental.
So, what if there was a way to outsource your phone line to ensure that every single call is answered and you never lose another client to poor customer service again?
A team of outsourced experts
Any businesses struggling to manage their overflow could benefit from outsourcing their customer support line to Invosys.
We’ve got a team of friendly technicians with unmatched knowledge and innovation that are on hand to fill any gaps in your customer service offering. Our managed services allow you to present a larger workforce with a broader range of skills to ensure every inbound call is picked up quickly and handled professionally. If you need in-country or in-time-zone support, we’re also available to service your overseas customers and provide local agents for a more personal service.
And don’t worry — as a white-label outsourced support line, we’ll handle your customers’ queries in your tone so that they won’t be able to tell whether they’re talking to an employee from your business or an Invosys agent.
What’s more, we provide 24/7 support as part of our managed services offering. That’s round-the-clock support desk service for your customers 24 hours a day, seven days a week, 365 days a year.
Models of managed services
Recently, we worked with a US-based organisation that asked used to handle its EU/APAC calls for them. Now, this client can offer its services via Invosys’ regional agents rather than remote agents who have to work through the night to match their customers’ time zones.
The feedback we’ve had has been exceptional. Not only has our customer seen increased customer satisfaction from the enhanced support, but the company has also been able to re-task its US employees to fulfil other duties rather than working unconventional hours.
Invosys also provides its managed services to a restaurant in the UK. The restaurant got in touch to let us know that they were losing roughly 10 customers a week as there wasn’t always someone available to answer the phone. And for them, 10 missed customers could be a loss of £500 every week.
We were given access to the restaurant’s booking system and operated the phone line to ensure no more bookings were missed. Unsurprisingly, this has elevated the restaurant’s customer satisfaction as diners can seamlessly book a table without waiting for someone to answer the phone.
Are you interested in outsourcing your support desk to the experts? We’re here to ensure your customer service is truly world-class by providing comprehensive managed services with 24/7 support. GET IN TOUCH to find out more.