Customer service over the phone matters a great deal to customer satisfaction and your brand’s professionalism.
Customer service requires etiquette that is often unspoken but always expected by your customers.
Outsourcing management of your phone lines to a call center could free up internal resources and boost the quality of your customer service.
This article is for small business owners who want to improve their customer service over the phone and are considering outsourcing to a call center or answering service.
When Jim Ball ran a traditional call center in Golden, Colo., in the late 1990s, employee turnover was rampant. Often, Ball was forced to hire just about anyone who walked in the door because few people were willing to commute to the call center and sit in a sterile cubicle for minimum wage.
When Ball and his partner Steve Rockwood sold the call center in 1997, they decided the next business would be radically different: Customer service agents would work from home.