Because I have been in the customer service business for so long, I tend to understand the way that things work when you call a company in order to purchase something or to ask for help. Most large companies will have at least one call center that they use specifically to answer their customers’ questions and make sure that they are happy with the products and services that they are buying. Trying to run such an operation efficiently is pivotal in making sure that your company stays secure. The larger the company gets, the more difficult it will be to provide the best customer service around, which is the primary reason why so many larger companies are relying upon outsourcing in order to handle their call volumes. This could be a good or a bad thing, but it all depends upon what company you are choosing to handle such an important role.
There are certainly numbers that you can look at in order to see if an outsourcing company has been successful with their other clients. However, it is also important to not only look at the numbers, but also a lot of the intangibles. For instance, a low call time statistic from an outsourcing company could be a good thing, or it could mean that the company stresses call time over actually solving the customers’ issues. You want call times to be low so that there are not any customers waiting on hold, but you also want the reps to take all the time that they need to in order to resolve every customer concern. You really need to find the perfect balance of being quick and being friendly and helpful. You do not want reps to be rushing customers off the phones, as that will end up causing customers to call back, which will increase the call volume and still cause longer hold times.
The most efficient companies when it comes to customer service calls are the ones who are able to look at many different metrics in order to determine efficiency. You want any outsourcing company to be able to tell you not only what their average call times are, but also what percentage of the customers end up calling multiple times. These two metrics together can give you a good idea as to whether or not this is the type of company that you want to be handling your customer service calls.
In the end, it comes down to finding the perfect balance in all of the metrics. The best call centers are the ones that are able to figure out how to keep customers from calling back multiple times, while also figuring out how to resolve each issue as quickly as possible. The combination of these two things will allow you to figure out just how good a company is at handling customer concerns without causing them to be irritated either by rude reps or by long hold times.