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

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
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!