We've been emphasizing the growing importance of customer experience for years, having realized that good service starts and ends with the contact center. While it's true that outsourced call centers have long been treated as an afterthought, today's top companies recognize their value to the bottom line. They are redoubling their efforts to improve call center agent training, client retention, and the provision of supplemental resources that meet (and even exceed) customer experience promises.
If your organization prioritizes team training, your customer service representatives will feel confident in dealing with a wide range of queries and problems. Transferring calls to different departments or raising levels of authority may upset the client even more, which is why it's critical to resolve concerns the first time.
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