With more organizations focusing more on customer centricity, it has become imperative for them to offer a highly personalized customer experience throughout the customer lifecycle. That is why many of businesses nowadays are choosing US-based customer service providers as their outsourcing partners. Partnering with these call centers can bring your business multiple benefits. In this article we will take a look at some of the key benefits of hiring a US-based call center for your business.
Minimize Wait time and call Abandonment
Studies show that 33% of customers are most frustrated by having to wait on hold.
However, when you have huge call volume to attend to and not enough man power, it will only make the wait time and on hold time longer, leading to more customer frustration and poor customer experience. And it is no secret that a single incident of poor customer experience can be detrimental to your business and may even lead to customer attrition.
To prevent that, many organizations today are choosing to outsource their customer service to a US-based customer service provider with experience in their specific industry. These highly-scalable contact centers can help you keep you waiting and on hold time to a bare minimum, avoiding customer frustration and call abandonment.
Studies show that, nearly half of all of customers (46%) expect companies to respond faster than 4 hours. While 12% expect a response within 15 minutes or less.
On the other hand, most company’s average response time for emails and other customer service request is 12 hours. So, it is clear that there is a huge gap between expectation and reality. To fill in this gap, you need to have an efficient customer service team that can scale up in case of emergency and offer your customers the support they need.
With an omnichannel scalable US-based customer service provider, it is possible to deliver faster response to customer requests and offer a superior customer experience. As a result, you can minimize one of the biggest sources of customer frustration and prevent customer attrition.
As per a recent study, 80% of consumers are more likely to buy from a company that provides a tailored experience.
In an age where customers have plenty of options in hand, offering a personalized customer experience is an effective way to retain them. A tailored customer experience is likely to make your customers feel cared for and engaged with your brand. Therefore, a number of big businesses today are focusing more on personalizing customer experience.
However, personalizing customer experience is no child’s play, it requires a lot of efforts and an omnichannel approach to customer service. Not all organizations have the time or the manpower to put in towards personalizing customer service.
This is where the US-based customer service providers can make a difference. These omnichannel CX solution providers can work seamlessly with your company to help you break down information silos and offer a high-customizable and personalized customer service to each of your customers that will not only keep them engaged but also offer a superior CX.
Improved customer centricity
The term customer centricity refers to the ability of people in an organization to understand customers’ situations, perceptions, and expectations. Customers today expect you to understand their situations, lookout and expectations. That is why companies today are focusing more on improving their customer centricity across all processes. To join the customer centricity bandwagon, it is important to keep the customers at the center of everything you do and that includes in-store and digital experience as well as customer service.
With the right US-based customer service provider, it is possible to enhance the customer centricity in all your customer communications. With a multichannel and omnichannel call center specializing in offer tailored customer service, you can deliver a superior customer experience across all touchpoints in customer life cycle, ensuring greater customer retention and increased revenue.
First call resolution
first Call Resolution (FCR) is a metric that measures a call center’s performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. Call Center Industry benchmark average for the First Call Resolution rate is 70%. But most companies that handle customer service inhouse often fail to meet this standard. On the contrary, you can not only meet but exceed this FCR standard by partnering with a US-based customer service provider with a reputation for superior CX delivery. The agents working in these companies are highly trained on your products and services, the industry compliances and federal regulations and therefore, they can ensure a quick resolution in the first interaction itself, improving customer satisfaction rates and NPS.
Proactive customer support
Customers today love the brands that can offer them a quick solution to a problem they have not realized yet. For example- if some of the food products by a brand is found to have any problem, they may call off the entire batch or if there’s a common problem in a number of electronic products the company may work out a solution to the problem and proactively let the people know at the earliest. With call centers based in the USA it is possible to quickly and proactively convey such a solution to your customers in the NALATAM market, ensuring better customer experience and improved customer loyalty.
These are some of the key areas that a call center can improve the CX delivery for your business. With the right US-based call center partner, it is possible to ensure a better customer engagement and even boost revenue for your business.