It’s a fact: companies that are too focussed on the bottom line – cost management – without investing in the customer experience are going to fall further and further behind their competition. Not only that, they’ll be also playing catchup with their audiences due to poor customer outcomes and having to stretch their dollars with expensive rework and recovery activities.
The smartest companies are increasing their customer service investments: 66% of service providers are diverting their spends from marketing and advertising into highly curated customer service activities. The customer is the new marketer.
Customer relationships have become the single most important competitive battleground – and a poor CX can permanently damage your brand’s reputation. The numbers speak for themselves: once your customers have experienced disappointment with your brand, only 18% will leave their business there, and only 15% will recommend your brand. The key to business survival in today’s crowded marketplace is to ensure that the increasingly sophisticated consumer is committed to your brand as a repeat customer, and enthusiastic about referring it to friends, family, as well as generating positive online reviews. Customers are literally the new market-makers, reshaping industries and influencing how businesses compete for their market share.
Which brings us to the call center (and outsourcing companies) – clearly, it has never been more important to pull out all the stops and focus on this department as a core component of your business model. While there are many KPIs that are worth measuring, one of the undisputed kings would be first-contact resolution (FCR). Once you have failed to deliver to that customer, it’s next to impossible to get them back. When it comes to the critical interface of customer service, your business needs to be represented by the best of the best. And this is where call center outsourcing companies like Anexa can really put you and your brand in the driver’s seat.
Anexa is an award-winning business process outsourcing (BPO) company with twenty years of experience in the competitive call center market. Studies show that most US companies have an FCR of 72% or lower, and our call center initiatives are geared toward moving that number as close to 100% as possible. Our experience in the customer service field confirms that empowered customers are more in control, and that increasing customer retention rates by even 5% can translate to an increase in profits by 25% to 95%. Those kinds of numbers are worth investing in.
We make it our business to understand your audience and know exactly what they’re looking for when it comes to your brand. Understanding the critical importance of meeting today’s customer expectations, we have developed a pool of experienced, highly trained CX specialists. Because your customers have become your most important (and reliable) marketing tool, it makes more sense than ever to outsource your call center activities to a pro like Anexa.
Trusting Anexa to partner with your business by dedicating strategic resources to your CX processes, can leave you to steer operations at a higher level. Reach out today for more information on how we can help you meet your business objectives.