As more and more people across the globe practice physical distancing, it’s very clear that call center services continue to be a vital form of communication between businesses and their consumers. In fact, call centers are now being overwhelmed by people looking for both physical and mental health support, according to the National Post. This sudden spike in call volume has resulted in queues that are hours long and challenging even for call center agents. That is why it is essential for businesses to improve their customer service, especially in these tough times.
In the business-to-business (B2B) industry, marketers are leveraging their customer support services by outsourcing to reliable B2B call center companies that could definitely help them boost not only their customer experience amidst any crisis, but also establish a long-lasting relationship with their clients.
The Importance of Call Center Services During a Crisis
With the existence of the COVID-19 pandemic and other recent crises happening around the world, businesses need to understand the importance of their customer support services. Here are four vital points that marketers need to know:
1. Maintains the company’s brand image
One of the great sources of stress and tension for your agents handling incoming calls is the period of excessive inbound calls. To overcome this scenario, it’s important to outsource to professionals – a B2B call center service provider who knows how to optimally distribute the calls to their agents trained and prepared to respond to your customers’ needs. After all, the ability to provide precise messaging to your callers during a pandemic not only helps you maintain trust but also gives your customers a sense of security, knowing that your business is on top of the situation.
2. Get to know your customer more
As your customers rely more on your call center services on their buying journey, you will have a great opportunity to get to know more of their preferences, wants, and desires. If one of your products or services is attracting a large number of similar complaints, you have the chance to fix that problem for the future. If customers are asking for specific features to be added to your service, you can add it, knowing you have ready-made market research at your disposal. As a result, your customers will receive more of what they want and in turn, your business grows.
3. Learn how to manage call spikes
While call center companies are no stranger to high-volume queries, the challenges that they are facing illustrates how important it is for businesses to properly equip their teams with proper tools and channels to handle emergency situations. This may involve revisiting your call center’s operational structure or adapting new technology channels that can streamline the process.
4. Show empathy and care to your customers
Although a call center service is a form of a business transaction on a regular basis, its existence during a crisis shows that you really care about your customers and you will always be there when they need you. The fact that your customer support service is available 24/7 displays your empathy to your existing customers and is reassuring to your prospective clients.
Do you want to have the best call center services during the pandemic? Markable Solutions is your perfect choice. Our 360-degree customer support services offering both inbound and outbound call center services ensure that your brand is always available for your customers.