Despite the abundance of communication channels for customer service, the phone remains to be the most sought-after.
Technology has expanded the horizons of customer service. What used to be limited in the phone and in-person interaction can now be delivered through a myriad of non-voice communication channels such as mobile SMS, live chat, email, and social media. The abundance of options gave rise to the question of which channel should a business invest in to maximize its limited resources. It also led some to question the relevance of phones in today’s time.
In Contact Center Week’s most recent Digital Executive Report on Customer Experience, it was revealed that customers still prefer using the phone for customer service among all the other customer service channels available. From our own experiences, we already know possible reasons why this is the case. It could be to immediately get answers for urgent matters or to easily explain tough issues. From a personal standpoint, it’s the assurance about the accuracy of information that talking to a person gives. In the same study, these are actually the same reasons mentioned. To elaborate, here are the statistics featured in the study in relation to why customers call:
- 85% thinks that calling through phone will mean faster resolution of issues
- 46% prefers talking to a live person about their complaints
- 30% believes calling is the best way to receive correct information
Based on this data, the study concluded that customers prefer calling for complicated matters and only opt for non-voice channels for simple transactions. Another study supported this conclusion and claimed that customers see the phone as the medium for complex and lengthy interactions. These findings reinforce not only the need for companies to have a phone for customer service but also the need to handle incoming calls competently.
Outsourcing call center operations
For the past years, businesses from Australia, UK, and the US have chosen to outsource their call center operations for customer service. In another blog, we have touched on the top reasons why. But to simply put, it is because of the following advantages that they can enjoy:
- A boost in revenue growth. The process that an outsourcing vendor has for call center operations has been tried and tested to attain customer satisfaction. With satisfied customers, a company can expect an improvement in customer retention and loyalty, thus enabling an increase in sales.
- Improve customer satisfaction. Outsourcing gives a business the option to have 24/7 call center operations. Customers can enjoy shorter waiting time and immediate attention.
- Reduced costs. The outsourcing vendor already has the infrastructure, equipment, and technology to start call center operations. With these already in place, a business can reduce operational expenses and increase productivity.
Business owners can further leverage these aforementioned benefits if they choose the right location and the right outsourcing vendor to partner with. Just so you already have an option to check out, the Philippines has been the number one outsourcing destination for voice-related BPO services including customer service. Primarily, it is because of the unique characteristics of its labor force.
From the data above, the argument is strong about the vitality of the phone in customer service. It is even more important now with customers seeing it as the medium of choice to settle complicated issues. These shall give businesses enough motivation to continue or start implementing the phone for customer service.
Notwithstanding this proven importance, the fact remains that phones can be costly. Businesses that seek a cost-effective way to improve customer service find solace in outsourcing call center operations to countries like the Philippines. In doing so, they are able to increase bottom lines while reducing operational costs.
If this is an opportunity you hope to learn more about, don’t hesitate to contact us. We will be more than willing to help you.