3C Contact Services Inc., North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is announcing that its most recent organizational metrics prove that its highly skilled team of professionals significantly improve customer retention rates and quality assurance.
“Despite the proliferation of so-called lower-cost online customer service channels, including self-service, FAQs, social media, and live chat, the telephone remains the preferred communication channel,” says Damian Reyes, customer service manager at 3C Contact Services Inc. “In fact, a recent survey showed that 88% prefer to use the telephone to communicate with brands.”
Reyes explains that because customer service is a goal-oriented endeavour, a good customer service experience should translate into higher revenue. That’s because a positive exchange builds brand loyalty and retention. And poorly handled customer service is worse than no customer service; consumers who are on the receiving end of poor customer service are 12% less brand loyal than had they not called at all.
“Companies that use 3C Contact Services Inc. have seen their key customer metrics improve significantly,” he observes. “In an industry where contact services companies strive for a customer satisfaction and quality assurance rate of between 90% and 95%, 3C Contact Services Inc. maintained a score of 96% in September.”
3C Contact Services Inc. also had a client retention rate of 64% last month; the industry average is just 45%. There is a strong correlation between brand loyalty and revenue, with a five percent increase in retention potentially increasing profitability by 75%. On top of that, 80% of a brand’s future revenue will come from just 20% of existing customers. (Source: Lawrence, A., “Five Customer Retention Tips for Entrepreneurs,” Forbes web site, November 1, 2012; www.forbes.com/sites/alexlawrence/2012/11/01/five-customer-retention-tips-for-entrepreneurs/.)
“This shows that there is an incredibly strong connection between the brand and the need for customers to be understood and their issues to be resolved effectively and efficiently,” Reyes adds. “Unfortunately, most companies fall far short of expectations; a full 80% of companies believe they offer superior customer service, but only eight percent of their customers agree.”
“In today’s competitive environment, it’s more important than ever for brands to both understand their clients’ needs and how best to communicate with them,” Reyes concludes. “3C Contact Services Inc.’s strategic approach to customer service builds brand loyalty, attracts new business, and helps strengthen its bottom line.”
3C Contact Services Inc. provides its clients with top-quality, best-of-class outsourced contact center services. 3C Contact Services Inc.’s customizable solutions allow companies to increase profitability while increasing market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services Inc. has a dedicated and well-trained team of customer support specialists who provide excellent service that is delivered consistently and in a timely and cost-effective manner. To learn more about 3C Contact Services Inc., visit the company’s web site at www.3CContactServices.com or contact 3C Contact Services Inc. at 1-888-353-2335.
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