Contact Automation had the chance to exhibit at the ERA's D2C Conference this September in Las Vegas, Nevada.
There are a number of differences between small, boutique call centers and their vast counterparts, although at first glance they have many of the same capabilities on paper. Many people believe that bigger is better - however, as many companies (especially large corporations) have come to find out, bigger definitely doesn't always mean better. In fact, often times the "little guys" are able to perform circles around some of the big-name call centers. So before you write off the boutique centers, check out a few of the advantages that they have over the "big guys".
Understanding your customers is one of the keys to increasing your overall revenue; whether it's finding out what they want, what problems they have, or showing them ways that you can help them easier achieve their own goals, it is always ideal to know your target audience.
With how fast paced our society is nowadays, consumers spend an astonishing amount of time waiting on hold. As a result, research has been conducted and shown that there are better ways to go about improving your customer's experience instead of using overused phrases and outdated philosophies. However, many companies still use these methods and phrases, so we've decided to compile a short list of them and give you a run-down of how consumers view them, along with some simple solutions to enhance your customers' experiences.
Did you know that you probably spend over half a day on hold every year? So do your customers - and they are less than thrilled, to say the least. One of the most recent studies on consumers and hold times found that the average consumer spends 13 hours every year sitting on hold. The survey, conducted by ResearchNow and commissioned by text-message service TalkTo, also stated that 85% of consumers report being put on hold every time they call a business.