Personalised customer service 'important'
30/07/2008
It is important that call centre operatives offer personalised telesales and customer service experiences to those contacting them for help and information, it is suggested.
According to Andy Turner from the systems integration consultancy ProtoCall One, customers in both the business to consumer and business to business sectors should receive the same level of service.
However, this service should be tailored to suit their individual needs to ensure they get "exactly what they want" out of out their interaction with the call centre agent, he writes for MyCustomer.com.
He says remembering the past purchases or current circumstances of a customer and relating this to the service being offered, or simply asking how they are getting on, can lead to a positive experience.
"Each contact centre must aim to provide first-rate service for every single one of its customers. In order to do this, contact centres must understand their customers, their requirements and their expectations," Mr Turner stressed.
According to the Call Centre Clinic, understanding what customers want from their call centre experiences can help companies cut their customer service budgets by around 20 per cent.
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