What You Need to Know About the Call Center Industry

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AdamLee

Age: 2023
Total Posts: 0
Points: 10

Location:
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As consumers, we telephone businesses to pay a bill, make a purchase, resolve a problem or request information. Purchasing patterns continue to shift from stores to the Internet, which has increased the importance of friendly and efficient customer service from call centers.

Will technology replace customer service representatives?

The evolution of technology is shaping a new era for call centers, but delivering a pleasant customer experience remains vital for businesses. This presents promising job opportunities for customer service representatives who embrace technology and efficient, friendly service.

The definition of customer experience has changed in today's digital age. Consumers are not satisfied with a company that can only be contacted from 8am to 5pm. They expect a company to be available at any time, day or night, and they demand freedom to choose through which channels to interact.

Why CSRs are important for customer retention

Customer service can make or break a company. According to the White House Office of Consumer Affairs, loyal customers are worth up to 10 times more than the dollar amount of their first purchase. 

Knowing that customer retention is drastically less expensive than customer acquisition, companies are investing more time and money into improving customer service and enhancing the customer experience. As more companies recognize that exceptional customer service creates a competitive advantage, they are providing call center team members with additional tools and training.

Virtual call center agents

Businesses use call centers in Durban to handle customer orders, inquiries and complaints.  While traditional call centers are in central locations, the call center trend in recent years has seen a high volume of companies implementing virtual agent teams.

According to Liveops, more than 80% of Fortune 500 companies currently use or plan to use home-based agents. These companies are finding that the virtual agent business model reduces costs, improves customer service efficiency and reduces employee turnover.

The virtual agent model is attractive to both the company and the employees with call centre vacancies Durban.  For the company, it allows it to reduce overhead by eliminating costly office space and recruiting a greater number of candidates. For employees, it offers them the opportunity to work from home and the elimination of commuting time and costs, while providing a better work-life balance through flexible scheduling.

About Us

YMS Contact Centre is a Durban based call centre solutions provider. Founded in 2012 in Durban, our mission is to be South Africa’s leading call centre solutions provider, not by size, but by value we provide to our clients.

Website - https://www.ymscc.co.za/

Posted 11 Mar 2023

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Posted 02 Jun 2023

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Posted 02 Jul 2023

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