No one raves about average and no customer walks into your business, gives you money and then says, “Dissatisfy me, please.”

U.S. companies today lose more than $62 billion annually due to poor customer service, and 33 percent of Americans consider switching companies after just a single instance of poor service. Not only is customer service a deeper field than those outside it may initially presume, but it’s also evolving at an unprecedented pace.

Along with the marketplace, customer attitudes and business’ responses have shifted. Chat and messaging are here to stay. Millennials have spending power and prefer different methods of communication. And we’ve barely scratched the surface where AI-empowered customer support is concerned.

As Bill Quiseng, an award-winning writer on topics of customer service and leadership, reminds:

No one raves about average and no customer walks into your business, gives you money and then says, “Dissatisfy me, please.”

When it comes to acquiring, retaining and satisfying customers, executives know outstanding customer service plays a big role. Yet these business leaders may not immediately consider using call center consulting services to handle these needs.

Manning the phones with your own staff can take a lot of time and attention away from managing important day-to-day operations. Even as the world advances and becomes more technologically driven, research shows that the high-touch method of voice communication is still the most widely used form of communication for customer service.

Having an experienced and efficient call center, to provide services, to assist in creating and establishing important customer relationships, providing support, and delivering overall customer satisfaction, is not only helpful but can really be very beneficial to the bottom line.

Satya Nadella, CEO of Microsoft, mentions in his book "Hit Refresh: The Quest to Rediscover Microsoft's Soul and Imagine a Better Future for Everyone" the importance of renovating company culture towards a customer obsession model. In an interview with CBS, he says "We are in the business of basically meeting unmet unarticulated needs of customers, and there's no way you're going to be able to get that consistently right if you don't have that deep sense of empathy - or being able to see what others are seeing".

Today, businesses from every vertical are turning to at least one type of call center service, because these allow companies the opportunity to play to their own strengths and concentrate on their core processes.

If you are part of the businesses that have already implemented call center services but you’re not seeing the results you expected, please review our 22 Different Call Center Consulting Services. We are sure we can turnaround your operation’s performance and improve your customer experience.

Additionally, as a crucial component in the customer service process, choosing the perfect call center partner for your business is a must if you want to see the best results possible. Call centers work to be the perfect fit for your business and extension of your brand.

Any business with customers is in the “People” business. Losing even a single customer can be very costly. It’s critical for companies to turn a complaint into a positive for the customer and for the company moving forward.

So what are the different call center services out there for my business? Here are a couple:

Inbound

Inbound services include taking any or all the incoming phone calls to your business initiated from outside. Call centers providing such services handle workflow that comes in, such as pre-sales questions, product inquiries, order processing, appointment scheduling, customer product inquiries or help desk services.

Inbound services can also handle incoming emails, texts and live chat inquiries regarding topics that range from general questions and clarifications to complaints and grievances.

Outbound

Outbound services don’t take calls coming in but are instead devoted to making calls on behalf of your business.

Most outbound services focus on sales and tasks such as telemarketing. Other outbound calls can be made for lead generation, market research, surveys, updating or verifying information, or even fundraising efforts.

Business Process Outsourcing

Perhaps you need assistance across the board. If you’re looking to delegate your business process to a call center, business process outsourcing (BPO) services provide inbound and outbound as well as other services. There has been a growing popularity for BPO services among C-suite executives.

For big companies, this can be financially advantageous because BPOs are able to handle tasks such as customer care, order fulfillment, collections or email management. These can be customized and help improve existing operations, establish new operations, build and execute service strategies.

Consider Call Center Consulting Services

Great businesses see service not as a cost, but as a sales opportunity. Service is how great businesses differentiate themselves from the competition and earn their customers’ business over and over again. This is important because according to The American Express ? Global Customer Service Barometer:

7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.

A moderate increase in Customer Experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues.

If you believe your company can benefit from call center consulting services, but you’re not sure what to do next, we can help.

Contact our team at Call Center Optimization Group. We can help you make informed decisions and find services best suited for your company needs.

We will find the right solution to best assist your business so that you can deliver the best in customer service and satisfaction.

• By Hugo Olivares - CMO @Call Center Optimization Group