The classic axiom "fool me once shame on you, fool me twice shame on me," can be applied to the kinds of customer service experiences that you grant others. Your callers might be willing to give mediocre answering services a try more than once, but everyone has a limit before they give up in frustration. Contracting qualified service is a way to try and prevent this scenario from happening as much as you can.
MarketWatch quoted figures from a recent Accenture study on the likelihood of customers to simply choose another company just because they're frustrated with the service they're receiving from their current provider.
While this is hardly limited to one specific industry, different sectors seem to see more of it, such as retail, in which more than a quarter change their buying habits due to this factor. Some other categories of business that seemed to see comparatively less of this problem include some insurance, phone and utility companies.
Furthermore, nearly 70 percent of the consumers polled are incredibly "frustrated" by having to put up with this state of affairs when they contact a business's customer service, especially having to repeat themselves.
With consistent service, you can at the very least give customers the sense that they might not have to give up even after one especially bad experience.
Your call center answering services might have a lot of responsibility in this area, but professionals used to creating strong relationships in past experiences can be a valuable asset for the growing business, especially if retail is their chosen sector.