GoResponse Telephone Answering Service Staff

Personalising customer services important for modern call centres

Modern business is all about giving customers the best experience possible. With the way the world now works, it is easy for individuals to switch services and providers. This makes it essential for call centres to avoid giving their clients anything negative to dwell on. Personalising communication is becoming increasingly important for telephone answering services if they want to prosper.

A good way to keep track of customers is to build a profile of people. This record should contain data of previous engagements, including complaints and purchases. This offers agents the option of referring to past sales, checking how products are working, and helping callers with matters they might not have thought about.

Using good routing systems is also essential, allowing callers to get through to the right agent immediately. This saves time for both the business and the client, helping to start an experience off positively. In addition, scripts should be thrown out and guiding prompts should be put in their place, allowing each agent to develop their own patter and not sound stilted or false.

Finally, personalised experience can make a big difference when something is done that customers don’t expect. For example, try sending a thank-you card, a personal note in a delivery, or even a small gift on their birthday. This all builds customer rapport and helps to increase consumer retention rates.

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