So you want to generate more business for your company? There are many ways to do it, but if you want your efforts to pay dividends in the long-term, you will do well to invest in your call center agents.
The reason is simple: your call center agents are in the best position to improve and maintain customer loyalty in your business.
Why? Because they add that personal touch that other communication channels can’t provide.
Sure, customer loyalty can be difficult to quantify — but still, accomplished business managers will tell you that it’s the most valuable metric.
To drive home the point, a study made by Fieldboom concludes that “a 5% increase in customer retention can lead to an increase in profits of 25%-95%.”
Without further ado, here are the four best ways your call center agents can help you get more business.
1. Loyal customers are an investment
If your call center agents consistently deliver exemplary service, customers are more likely to buy additional products from your brand.
It bears noting that customer support should be treated as an ongoing process. For one, customers aren’t just buying your brand’s products, and they’re also buying an experience.
As such, your organization’s customer support is a significant part of that overall experience.
When customers are satisfied with their overall experience of your product and services, you’re giving them every reason to be loyal to your brand. This opens up opportunities for repeat business.
While current technology offers companies multiple platforms for marketing and promotion, telemarketing is still far from being considered a lost art.
TV ads, infomercials, emails, and coupons may be more efficient and faster, but calling prospects, if done well, can generate positive results in your marketing and selling efforts.
Why? Because calling is more personal. As mentioned earlier, it has the human touch that engages customers in ways no other form of communication could.
Also, prospects are likely to pay more attention when they’re talking to a live, breathing human being.
3. Acquire Valuable Customer Insights
Aside from in-person sales reps, call center agents directly communicate with customers, thus giving them opportunities to gather customer information you can’t possibly acquire through other channels.
Through call center processes, your agents can gather qualitative and quantitative data while talking to a client. These data include customer feedback, product issues, sales trends, and more.
By gather and analyzing these data, your company can acquire customer insights that will help you come up with better strategies for growing your business.
4. Generate Quality Referrals from Satisfied Clients
Satisfied customers love to talk to friends about products and services that improved the quality of their lives in some form.
This is why successful companies are banking on the power of word-of-mouth marketing.
Existing clients can be your most effective marketing tool. For one, consumers tend to trust friends more and as a result, will take their recommendations seriously.
In addition, you can ramp up referrals by offering existing customers a comprehensive referral program. Loyal customers love incentives, and you’d do well to capitalize on it.
The best part about it is that this referral cycle continues ad infinitum, which should work wonders for your organization’s bottom line.
By making sizable investments in your company’s call center processes and adopting a customer-centric approach to customer support, you are putting your call center agents in an excellent position to drive client satisfaction.
This results in more business opportunities, which should bode well for your ROI.