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Our Most Popular Contact Center and Customer Service Insights in 2019

Posted by Randy Clapp on Dec 31, 2019

Customer service representative on phone

A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before.

Today’s customers expect your company to implement customer service strategies that reduce customer effort, personalize their experience, provide self-service options and much more.

Doing so successfully will help ensure your business is able to convert customers into loyal clients, and potentially even brand advocates for your company.

This is no easy feat, however. Any successful customer experience strategy must make use of innovative contact center technologies such as:

With that in mind, and 2020 just around the corner, there’s no better time to take a look at the customer service trends over the past year. To give you an insight into this year’s most talked-about outsourced call center topics, Advantage Communications has listed our five most popular blogs from 2019.

1 - What is the True Cost of Losing a Customer?

One negative experience may seem like a minor inconvenience for your organization compared to all of your good experiences, but does your organization know the true cost of losing just one customer?

To understand exactly how much each customer is worth to your business, you need to work out their customer lifetime value (CLV). In general, it will cost your business a staggering five times as much to acquire a new customer than it does to retain an existing one.

2 - 7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center

If you’re ready to outsource your customer service program to a call center, you’ll probably want to be in a position to keep track of customer satisfaction and customer loyalty. While a contact center will do this on your company’s behalf, you’ll still want to understand the metrics they provide you.

This award-winning blog takes a look at the seven most important metrics your brand should know when outsourcing to a contact center. These metrics include:

  1. First-call resolution (FCR)
  2. Customer Satisfaction (CSAT)
  3. Net Promoter Score (NPS)
  4. Customer Effort Score (CES)
  5. Call abandonment rates (CAR)
  6. Average handle time (AHT)
  7. Service level

3 - How to Create an Outsourced Call Center Statement of Work (SOW)

To help with the process of partnering with an outsourced call center, your business should know exactly how to create a statement of work (SOW). This document will help your company ensure that any outsourced customer service will be undertaken according to specific expectations set by your business.

Creating this document isn’t particularly complicated, however you’ll want to make sure it clearly and concisely explains your company’s expectations. It should act as a framework for your relationship with an outsourced call center, explaining the objectives of the partnership.

4 - Customer Service: What is Call Center Outsourcing?

Are you still not quite sure what call center outsourcing is? This is the blog for you. Here we explain exactly what an outsourced call center partnership is, and how it will benefit your customer service strategy.

5 - 4 Advantages of Outsourcing Customer Service to a Canadian Contact Center

North American companies have been outsourcing their customer service agents to offshore call centers for years, in a bid to reduce labor costs and maximize their profits. However, a growth in state-of-the-art nearshore call centers has changed the game.

Innovative contact centers in Canada, such as Advantage Communications, offer a range of benefits that you can’t get from offshore call centers. These benefits include being a bilingual country, its close proximity to major markets, access to a highly-educated workforce, the friendly nature of Canadians’ and much more.

Do you want to learn more about customer service trends, or simply want to find out how Advantage Communications can transform your organization’s customer service strategy through innovative contact center technologies? Get in touch with our team of experts today. We would be more than happy to answer any questions you have.

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Topics: Customer Service Trends




Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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