10th
2007
Embrace Change in the Call Center Industry
The world of the call center is changing at a faster pace than ever before. No longer does mediocre customer service suffice, and gone are the days of a 50% satisfaction rating being “average”. All of this change should mean one thing to you, more business.
There are two types of businesses in the world of technology, those leading the pack, and those following the pack. Imagine it this way, your client, a Fortune 500 company, is releasing a new product that will change lives (think iPod) and they want to talk to you about taking customer service calls for this new cutting edge product. You could say one of two things, “Our agents aren’t trained for that but we can work on it.” Or you could say, “Are agents are trained to be the best in the business, integrating your product will not be a problem.”
Which do you think will get the contract? If your call center is leading the industry by setting standards in training and customer service, you’ll never be following the pack!
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