Profit, profit, profit. This is the most important thing for major, public companies. The goal is to make as much money as possible to satisfy your investors and stockholders. However, for small private businesses, the most important thing is providing value to their customers.
An article by Melissa Thompson discusses how many small businesses value their customers and their loyalty higher than profit margins. They put the emphasis on building upon their existing customers instead of constantly trying to reach new customers. This builds customer loyalty and, as a result, also improves profits over time. It’s the notion of treating your business like running a marathon and not a sprint.
These small companies can spend less money on marketing over time and earn the best marketing of all: word of mouth referrals, which are free. Accomplishing this level of customer loyalty requires going the extra mile with customer service, which can include fixing customer issues at no charge even if it means the company will lose some profit initially.
In addition, these companies offer discounts and loyalty programs to high percentages of their customers. This shows appreciation for customers, which in turn leads customers to appreciate the company.
This blog post is based on an article from CustomerThink. To read this article, please click here!
Finding the Right Contact Center is Extremely Important for Small Businesses
Small, private companies don’t always have the same mentality as large, public corporations. It’s not just about doing whatever it takes to make more profit, it’s also about making a connection with customers and providing them with real value.
Hometown companies can have a vested interested in their communities, and they want their customers to be treated like family. However, these companies also want to have somebody answer a call every time a customer rings in, and sometimes that means outsourcing.
Contact center outsourcing can be scary for a small business. They may be concerned that they’ll end up providing a sub-par level of service compared to what their customers have been accustomed to so far.
It’s a legitimate fear, as many contact centers simply can’t or don’t give them the care and attention that the companies require. That’s why it’s crucial for businesses to find a contact center partner that’s the right fit for them. You don’t want to be a small fish in a big pond, you want to be with a contact center that fits your company profile.
There are outsource call centers in the market that are easy to work with, hands-on, reliable, and flexible. They can deliver high customer satisfaction (CSAT) scores while staying within a budgeted hourly price. We’ve helped clients in this very situation find the best-fit contact centers for their requirements.
One example is a client that has been extremely happy with the differentiating customer service and high CSAT scores the contact center has been able to provide to their customers. The outsourcing partner is delivering CSAT scores higher than their previous vendors and the scores are consistent with the client’s internal call centers (a score of 4.7 out of 5 on the client’s internal scoring system).
The point is that it is possible to outsource and still meet your customer service quality levels. You just have to know what to look for and where to look for it. This can be extremely daunting and challenging, but we can help you find the best partner for your needs at no charge.
Need contact center to provide high-quality customer service? We can help!
Outsource Consultants are call center experts with over 25 years of outsourcing industry experience who have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading nearshore outsource call center vendors. If you’re considering nearshore call center outsourcing, simply call 888-766-4482 or request a free call center cost proposal today and we’ll help you find the solution that best fits your exact requirements.