Are customer testimonials abundant in your call center?

As much as 80% of all customer interactions in North America take place via contact centers.  So needless to say since, Customer Relationship Metrics is a Call Center Business Intelligence services provider we have an abundance of insights into bad customer experiences (since angry customers speak up loudly).  But don’t forget, good customer experiences are being delivered every day.  Just recently one of our clients showed me a written testimonial one of their customers sent in.  The customer went on and on how shocked she was that a company of their size had treated her with such individualized care and concern.  Not only was her service issue resolved, but she said she would forever be a brand advocate for our client’s company.  What more could you ask for?  And moreover why don’t we hear more testimonials like this?

When all the components of a call center are working in sync:  knowledgeable, courteous call center agents combined with well-oiled processes and the customer’s needs are met quickly and efficiently, there’s only one result – complete customer satisfaction with lower costs to operate.

Here are a few customer quotes where this was the case:

“I continue to be satisfied with your company every time I order from you.  I never need to select expedited shipping because you fill and ship my order so quickly I usually get it within two business days anyway.”

“My friend in another state recently had her first baby and I ordered prepackaged dinners from you to give her a few nights off from cooking.  She said the food was amazing and tasted so fresh.  You allowed me to help out a friend with a heartfelt gift and I thank you so much!”

“The sales people at your store are always so kind and friendly every time I go in there.  You obviously have hired passionate people that love what they do – and it shows!”

Happy Monday!