As e-tailers expand, they need to look at how to best support their customer service operation, with many SMEs opting to outsource their call centre operation to a third party. Our research highlights that a one size fits all approach to call centre support will not work for everyone and companies must listen to their customers.
Consumers want different things and will tolerate and respond to call centre operations depending on age, type of business/service offered and the nature of the enquiry. If e-tailers do not get this right, it will result in a bad customer experience, and as we know, typically up to 50% of customers will not use a company again if they have a bad call centre experience.
Melanie Darvall, Director Marketing & Communications, Whistl, Source