Contact Center Solutions Featured Article

Building Brand Loyalty Through Call Centers

September 03, 2014

In the world of online marketplaces and big discounts, retaining customers is one of the biggest challenges faced by many companies. To address this problem, companies are coming up with different strategies to retain customers, with one of them being brand building. Brand loyalty is the power of a particular brand to retain customers for long periods of time. For example, some customers may prefer to buy a particular brand of a product because they like its features while others may shop at a particular store because of the good customer service they received. These customers are loyal to the brands and will not hesitate to pay a little bit more to get what they want. Finding such customers is not easy though and requires extensive effort from companies.

One strategy used by companies is to provide exceptional customer service, so a customer keeps coming back to the same company for future purchases. In this sense, there is a direct correlation between maintaining a deep customer relationship and brand loyalty. This is why most companies are working with efficient call centers that would provide their customers with timely help when needed, and also answer their questions and concerns in a courteous way.

Along with providing good customer service, it is also important to get feedback from the customers to get a precise idea of brand loyalty. Companies tend to use call centers and social media to get this insight. They analyze call recordings, run intelligent analysis and even get direct feedback from customers after they are finished with a call. Based on this feedback, companies can make necessary changes to their products or customer service to improve brand loyalty among customers.

In short, call centers help companies to build brand loyalty by providing high quality customer service and also, by collecting feedback for improvement. 




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]
04/13/2015

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]
04/10/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!