Contact Center Solutions Featured Article

New Call Rates Mean Businesses Must Up Customer Service Game

June 18, 2014

The abolition of premium rate numbers will lead to more customers directly contacting business, which is something to be welcomed, says Dave Ogden, Account Executive at Aspect (News - Alert) Software.

While some businesses may feel that the “floodgates” for complaints are opened now that calling is much easier, this is not the right attitude to take according to Aspect.

Interacting with customers should never be looked at as a negative, says Ogden, whether this is over the phone or through social media. “A potential increase in calls should be seen as an opportunity to gather more customer information and create more loyal customers,” he says.

“With no premium rates, there is the possibility that companies will receive more calls, and it’s understandable why they might be worried,” adds Ogden. “It’s always difficult to appease a customer if something goes wrong – typically, you’ll have to offer them something in the way of compensation such as a discount to a monthly subscription, or a refund.”

Ogden goes on to explain how not being prepared for these new scenarios can mean losing business to your competitors.

An increase in calls may show up some of your customer service shortcomings though and now is the time to address those.

“It’s important customer service strategies are aligned to the modern customer as, in today’s world, customers expect 24/7 support and contact through different channels and devices – including smartphones, tablets and social media – as well as fast and immediate feedback,” continues Ogden.

“If a company has a multi-channel contact centre environment, then abolishing premium rate numbers shouldn’t cause any issues as customers have already been using other preferred contact channels to solve their problems.”

“Change is always difficult,” ends Ogden but there is great opportunity for all businesses to expand their customer services, strengthen relationships and with that increase business and revenue.




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!