How much does the call center experience impact business revenues?

Posted on: June 05th, 2013 by Art Barger

Transforming customer care is all about changing mindsets. It’s about figuring out how we can do things better, faster and more cost-efficient, then convincing upper management about the true financial benefits it can provide the organization. While every call center manager knows this, the challenge of actually implementing new ways of doing things can sometimes be a painstakingly slow process.

Next week’s 14th Annual Call Center Week conference in Las Vegas will focus on how transforming company culture can help improve the customer environment. We all know the business benefits of improving the overall customer experience, but how much does that actually translate into business revenue? According to the customer service experts at TARP Worldwide, two out of every three customers make their buying decision on convenience, service and word of mouth.

With the business environment so vital to retaining existing customers and attracting new ones, making the user experience — whether in person, online or over the telephone — can directly impact business profits. In our space, the telephone is still the most intimate form of customer communication. Whenever a customer needs immediate service or wants to resolve an issue, they simply pick up the phone for help. This is where every aspect of the call center experience can make all the difference between a satisfied or disappointed customer. The authentication process, security assurance, and the speed at which customers are served are all critical aspects where the call center can be the difference.

Improving the way contact centers handle calls and take care of customers is what we do at TRUSTID. By automating the authentication process before the call is answered, we help businesses route inbound calls faster, lower operating costs, mitigate the risk of fraud and Caller ID spoofing, and reduce the overall impact of the ever increasing volume of calls can have on limited time and resources.

Many call centers still rely on traditional ways of doing things, but moving forward that has to change. Applying knowledge-based authentication solutions are no longer the most efficient methods of doing things in today’s call center environments. They’re too costly, no longer reliable in for authenticating customers over the phone, and can damage the profitable customer-business relationship that is essential to improving customer satisfaction.

At next week’s conference at Caesars Palace, June 10-14, I will be leading the roundtable discussion, “Authentication with zero IVR or agent time = best customer experience?” While you’re at the event, be sure to stop by the TRUSTID booth #120 to learn more about how the TRUSTID® Physical Caller Authentication solution helps call centers minimize fraud risk and strengthen brand loyalty through a more trusted, seamless customer experience.

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