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The Importance of a Call Center in a Company’s Operation

The Importance of a Call Center in a Company’s Operation

Call centers have been around for quite some time. We help establish and foster relationships between the consumers and the company.

In today’s business landscape, most companies have call centers providing round-the-clock customer service support and technical support. Call centers assure customers that assistance is always available, no matter where they are, whenever they need it.

Communication via Phone

Even though there are various mediums – SMS, chat service, web self-service, and social media, available to contact companies, customers still prefer to communicate through the telephone. A study conducted by the firm Forrester shows that 73 percent of consumers call into the call center. Arizona State University further reported that when customers are angry, they are even 11 times more likely to complain by phone rather than via any other communication platform.

The Value of Call Centers

Call centers enable companies to build up their image and reputation, resolve customer issues, and establish a strong customer base.

Call centers are essential to a company’s operations because of the following reasons:

It is Expected

When you ask people what items or belongings they never leave home without, everyone would say their mobile phone, among others. Everyone is within easy reach. So it is also expected of companies to be reachable and available. It doesn’t have to be the massive, state-of-the-art call centers, in case of small companies, a single point contact person will do.

Shows that you Care

Having a call center shows that you care for your customers – that you are open, willing to listen, and value their opinion or feedback. Modern consumers expect to be able to call in or reach out when a problem arises or when they need assistance.  

Shows that you are Capable

Providing open lines of communication by having a call center shows that you are capable and that you understand the fundamental components of running a company.

Shows that you are Experts

Not only are you capable, but you are also showcasing your expertise. You are not afraid to provide assistance and answer your customer queries and concerns because you are confident, and you know your product inside and out.

Shows that you are Available

We are living in an age where everything is convenient and instant. When a consumer buys a product or a service, it comes with the expectation that they can reach out to you anytime and in an instant. 

Helps Streamline Operations

With a call center, you eliminate confusion, making it easier for your consumers to know exactly how to get in touch with you.

Builds Your Reputation

Just by opening a line of communication with your consumers through your call center, that in itself  earns your company some brownie points. By further providing exceptional customer service with every call interaction, slowly builds your reputation and cements your status as a reliable and responsible company    

Shows that you are Real  

Perhaps the most significant of them all is the fact that a call center provides the human factor.  

Yes, advancements in technology are making it easier for people to be heard or to connect, but to interact with a live, real person is just not the same.

While technology is doing a great job of keeping people occupied and entertained, nothing will ever fill the void that a human touch brings.

Conclusion

All in all, as pointed out by several studies that consumers still prefer calling in, the role of call centers in supporting company operations is not diminished. And more often than we care to admit, human interaction is still more meaningful and fulfilling.

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