When it comes to a well-staffed and efficient call center, the perks for a customer are obvious. The advantages for a business in terms of satisfaction may also seem pretty clear. But the most important thing may be that both sides of the equation get something out of it in the end.
Good executives understand the importance of high-quality service
Back in January, Yahoo CEO Marissa Mayer, according to SFGate, was reportedly overheard at the beginning of an earnings call saying that she was upset with the on hold music she was being forced to listen to while waiting. In keeping with the blunt attitude that has characterized much of her tenure so far, she is said to have told her staff that they "need to get good music." It's a point that may seem obvious to callers, but to hear it from someone with the power to change it is somewhat refreshing.
The decisions that companies make when it comes to their answering service have consequences that can not only get noticed by customers but other businesses. It only makes sense, then, to create a system in which users spend less time on hold and more time having their issues addressed by a representative.
Consumers appreciate attentive companies
In a recent opinion column in the Miami Herald, Leonard Pitts Jr. told the story of a nightmare phone call with DirecTV 's support line that was typical of the many complaints heard about automated customer service. His comments most likely speak for many.
"So anyway, Mr. or Ms. Whoever is in Charge, here's the thing: Can I talk to a human being next time? I'll pay extra if you simply have the phone answered by someone with a pulse," Pitts said.
The bottom line: it's best for both sides
A good live answering service can boost a company's industry-wide reputation while providing for the needs of patrons. It's a win-win for everyone involved and should give businesses pause when planning their customer service strategies.