Customer Service Support Software

You went against the grain and didn’t offshore or outsource your customer service and support, and the board raised an eyebrow. But when your in-house service proved to be the key for customer retention in the downturn…

Outsource customer service at your peril!

It’s now common knowledge - if you have valuable customers, with a high lifetime value, customer service is a critical competency that cannot be outsourced. It can’t be like calling your cable company!

To deliver exceptional customer service you need to focus completely on your people and your processes. For this you need a partner that is completely accountable to you, for your customer service support software, and hosted call center technology.

The benefits are real!

It’s very powerful to connect your high value customers with your high value agents. After all, your client has a need that your agent has been especially trained to solve. When successful, this client-agent interaction increases the lifetime value of your customer.

In the past, this hosted call center/ customer service support software capability was out of reach for teams of less than twenty-five and extremely hard to afford for medium sized call centers of less than one hundred agents.

Without the right hosted call center software solution and the right support, the results are predictable:

  • Poor caller experiences – no call center queuing, with calls ending in voicemail after an inefficient “round robin” routing.
  • Ineffective training and coaching – very difficult to improve agent performance without the benefit of recordings to illustrate examples.
  • No visibility into your service and support process - no new information to gather future product, process or team improvements.
  • Service and support degrades substantially afterhours – due to lack of flexible, advanced call routing an call treatment capabilities.
  • Uncertain if your service and support levels are being met– unable to evaluate due to lacking basic info like average and longest wait times, service levels or customer satisfaction ratings.
  • Recruitment is limited to local area - your best employees are lost if they move.

And this is just the beginning.