As we navigate through this sea of health and economic crisis, one must wonder what does the definition of true customer service mean in the contact center industry? With increases in call volumes due to the nature of the pandemic, virtual assistance and call center solution are escalating and customer demands are requiring more customized engagements, quality customer experiences and higher standards.
Speed, quality, and resolution of problems are staple and necessary elements for contact centers and excellent customer service. But, speed alone without quality is empty, and if any one of the elements is missing from the formula, it becomes a deficit. At IA Call Center, we recognize the supreme demand and expectation of customers’ needs and how we as a contact center represents the customer, as the face of the brand and the first initial contact of the call. We offer already professionally-trained agents to answer your calls and utilize tailored scripts to meet those standards. We know as the first line that empathy is a key requirement of the call when the customer is actively reaching out to you in hopes you will resolve their problem. According to Salesforce Research, 82% of all calls expect the contact center to resolve complex problems by talking to one person, and not to be rerouted too several agents only to regurgitate and repeat the same issues.
It is a part of our job to be the guiding force in directing the calls and to ensure complete resolution and a quality, speedy experience especially in times of dire situations or natural disasters. We understand and stand by the concept that consistent, quality customer service will keep the customer and encourage them to come back time and time again. With our cloud technology, PCI-compliance and 50 years of solid contact center experience behind us, IA Call Center is your brand extension and partner for all contact center services and product offering support.
To learn more about our contact center services and culture, please contact us at our website, www.iacallcenter.com.
About IA Call Center:
IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors.
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.
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Ian Tempro, Head of Special Projects, at IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.