These days our business environment is getting fiercer, with customers leaving businesses for the competition in the blink of an eye. As such, companies have no other choice but to go the extra mile in order to retain their customers and stay ahead of the competition. And measuring competitive call center benchmarks is definitely part of the deal.
In our accelerated world, customers are simply not willing to wait for a customer service agent to pick up the phone. In fact, recent findings show that most customers hang up after an average of two minutes on hold.
In today’s world, e-commerce is more important than ever, and there are dozens of online channels you can use to promote your products. While it’s true that the more channels you use, the wider the audience you can reach, in fact, focusing your promotions on your true target audience is just as crucial as reaching a broad audience.
Self-service is trending upwards in debt collections and now over 50% of customers prefer self-service and more than 20% look to resolve their debt out of hours. One thing is certain: digital debt collection helps increase collection rates and make your business more efficient while improving your ROI.
As these days business is powered by advanced technology solutions, choosing a reliable software solution is an essential and inevitable step for call centers. Choosing the right call center software can be a difficult job. But it doesn’t have to be.
Increasing levels of customer expectation is forcing companies to constantly focus on innovation and look for new ideas. The last few years have seen the rise of AI, machine learning and automation in customer service, bringing major technological advancements to the industry.
Every year, customer self-service is getting more and more popular. Setting up a self-service portal is a major step towards a fully modernized customer service. But as we know, there’s always room for improvement.