Call center answering services can help any business improve its customer support approach because these services prioritize the client above all – ensuring his or her needs are met first so that company leadership can focus on other commercial objectives.
Ultimately, the customer is a company’s most important asset, so organizations must ensure they are served every step of the way. A new report suggests that two of the country’s largest telecommunications providers are re-prioritizing customer service, a fact reflected in their improving satisfaction rates.
eWeek reported on the results of a study by surveyor Vocalabs, which found a 13-point increase in the number of satisfied Verizon customers in the past year, as well as a 6-point gain in the number of customers who would buy from Verizon again. One of Verizon’s top competitors, Sprint, enjoyed a much more gradual improvement over the past three years, said the study.
Alternatively, T-Mobile and AT&T experienced modest declines in satisfaction, the study found.
Verizon’s improving figures could be tied to a rededication to resolving customer disputes.
“We also found that the percentage of Verizon customers reporting that their problem was resolved during their call has improved eight points from 2010 to 2012,” the report noted. “This may be driving some of the impressive gains in call satisfaction at Verizon, since resolution is a significant driver of overall customer satisfaction with the customer service experience.”
Businesses in any industry may be able to enjoy an improvement in call resolution if they work with a trusted answering service. Outsourced answering services employs skilled customer support specialists who can offer immediate, satisfying help to client in need.