Why It Matters How Your Call Center Is Reviewed Online

May 04, 2018

Creating a solid online presence is crucial if you want your business to stand out from the competition. Over the past few years, the importance of online customer reviews has continuously grown, and now they are more relevant than ever. Online customer reviews have definitely changed the game for every industry.

They are particularly important because, to stay ahead of the game, companies must focus on providing the best customer experience for their customers. So, receiving positive reviews is one way which can help businesses easily display their commitment to customer service, thus building customer trust and loyalty.

But what about call centers? Are online customer reviews important in the call center industry as well? The answer is a big YES! Read our article, and find out why!

The power of data

Customer reviews are hugely important to businesses, but are they for consumers? Let’s look at some key findings:

A research conducted by Search Engine Land has shown that 90% of consumers check online reviews before they make a purchase.

Also, 90% of consumers say that online reviews have a great influence on their purchases.

According to 72% of consumers, positive reviews definitely increase their trust in a business.

And last but not least, after reading positive reviews, the conversion rate for webpage visitors is up to 58% higher.  

Well, as you can see, the numbers speak for themselves! Now let’s see why it’s important for a call center to have positive online customer reviews.

Achieve better sales results

Most call centers run telesales campaigns, which means that their agents are on the phone all day long selling various products. It’s never an easy job convincing people to purchase your product, but having some positive online customer reviews regarding your product and customer service will definitely help your business.

On the one hand, positive customer reviews will help your agents close more deals since people are always much more likely to purchase a product that has already been recommended by others. On the other hand, we all know that people don’t like receiving calls from telesales agents. Most of them try to end sales calls before even listening to the telemarketer’s offer. But what if your call center has a great customer service reputation thanks to positive customer reviews? The likely answer is that more people will give your agents a chance and let them at least introduce your product.

So, I think we can safely say that both positive product and customer service reviews can have a powerful effect on your sales performance. Of course, there are other techniques as well to boost your sales, which we haven’t covered here. For more details, check out our articles on call blending and live chat.

Customer experience above all

In the age of the Internet, it is simple to express your opinion using various social media platforms and real-time feedback. And with the power of anonymity the online world offers, customers usually don’t hold back when they feel they haven’t been treated well enough.

Therefore, these days, providing an excellent customer service is the core of any business. This is especially true for call centers. Customer service agents receive many phone calls during an average day, and the (often unhappy) customers on the other end of the line expect prompt and efficient telephone service.

Building a good online reputation is crucial for call centers, especially if they focus on providing outsourced customer service activities for their clients. Having a lot of positive customer service reviews regarding the services you provide for your clients is one of the best ways to help your call center get more future business. Similarly, if the internet is full of negative reviews of your services, the chances are that your existing and potential clients will look for another service provider to work with.

Understand and better serve your customers

Ironically, some call center performance improvements are made only in the wake of customer complaints – no business owner wants to hear customers saying bad things about their business. Still, it’s worth mentioning that receiving a few negative customer reviews is not the end of the world. After all, no one is perfect.

When people leave negative customer reviews they’re also giving you the opportunity to realize what you’re doing wrong and how you can improve your services. This allows you to better serve your customers by taking their feedback on board.  

If your call center receives negative comments, always bear in mind that ignoring them is probably not an option. It’s very similar to customer support situations: when your agents receive incoming calls regarding issues, they don’t wait until the issues escalate into a bigger problem. Also, by addressing negative reviews and dealing with them in a positive way, you can even win your customers back and further build your online reputation.

So now you know what the reasons are to pay extra attention to your customer reviews. They help you increase your sales, build your business’ online reputation, and allow you to serve your consumers better. Keep them in mind, and take your call center to the next level.

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