3C Contact Services Announces its Top Ways to Improve Call Center Metrics in 2015

Toronto, Canada, January 14, 2015 – 3C Contact Services Inc., North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is pleased to announce its tips on the top ways in which call centers can reshape the way businesses connect with consumers, enhance customer satisfaction, and drive brand loyalty.

“Customer satisfaction has always played a vital role in both keeping and attracting new customers. That’s because there is a direct correlation between a positive customer service experience, and a consumer’s desire to stay brand loyal and willingness to recommend a brand’s products and services,” says Damian Reyes, customer service manager at 3C Contact Services. “For call centers, this traditionally includes new account applications, fielding orders, bill inquiries, and resolving issues quickly and efficiently.”

Reyes explains that the Internet and social media have added a new dimension to the way brands connect with customers, and the way customers communicate with everyone. Sharing both positive and negative experiences online with other consumers can have a significant impact on purchasing behaviour and a brand’s reputation; as a result, brands need to be more responsive.

“To better meet to needs of its customers in 2015, it’s more important than ever to clearly communicate customer service policies, respond to messages as soon as possible, and to keep track of comments and questions on social media channels,” he adds. “Even though more and more businesses are choosing to interact with customers through communication channels like e-mail and chat, the fact is that customers prefer to actually speak to a customer service representative to ask questions and discuss issues.”

Reyes observes that far too often, customers have questions that are not answered in a timely manner in e-mails or through online chat. A company’s commitment to customer service can be seen in how quickly they respond to their customers’ questions; it also shows customers that they are important.

“Whether it’s business-to-consumer, business-to-business, or product- or service-focused, excellent customer service will translate into bottom line growth. Successful companies understand that a transaction doesn’t end when the sale is finished; rather, it’s only the beginning,” Reyes concludes. “With the economy improving, 2015 will be more competitive than last year. To stand out in the crowd, brands need to provide the best customer service experience possible.”

3C Contact Services Inc. provides its clients with top-quality, best-of-class outsourced contact center services. To learn more about 3C Contact Services Inc., visit the company’s web site at www.3CContactServices.com, call 3C Contact Services at 1-888-353-2335, or e-mail d.reyes@3ccontactservices.com.