The Importance of a Human Voice in Business
Call we all agree that technology is slowly dehumanizing us; we are losing the art of conversation and not just that, businesses, are becoming disconnected with their clients which decreases customer loyalty and profitability.
Why Having a Call Center is Still Relevant
I will agree that big data has somewhat mitigated this, being able to extract valuable behavioral information on client preferences facilitates decision making and points the way to the direction where the business should move, however, automation has cost companies billions of dollars over the years.
At www.AcePerHead.com, customer satisfaction is paramount which is why they kept their pay per head call center alive and continue to improve it. As a customer, when you have a problem or an inquiry, the best way to deal with it is to talk to an expert who can help resolve your issue.
A growing trend among the pay per head community is to automate and digitalize everything, while I agree this helps improve efficiency and lowers cost, it creates a gaping hole in customer support, and happy customers is ultimately the goal of every company.
Some would argue that live chats, emails and FAQ’s are sufficient to provide a good customer service. I’ve been on both sides of the isle, as a business owner I agree that live chat and emails improve efficiency while lowering overhead costs. This is the reason why, a single customer support agent can handle up to 3 chats at one time and still meet the established service metrics, you cannot have 3 different phone conversations at once.
However, in order to consistently meet service metrics, customer service reps must rely on canned responses, yes, it is true people are predictable and tend to ask the same questions over and over, but, when you are the customer and you receive a canned response to your question you cannot help but feel disappointed regardless of whether the answer is helpful or not.
The pay per head call center at Ace Per Head is staffed with American speaking clerks who are dedicated to providing the best customer care there is, so whether they are helping you the agent to set up a package, edit limits, confirm your payment etc., or they are assisting one of your players the service level is simply unrivaled.
We all have a need to feel special and to create a bond with the people we interact with, chatting or emailing is not the best way to do either. When you have a conversation with a real human you can establish trust a lot faster. When it comes to doing business offshore, there is always that hesitation of will this turn out to be a scam or a total service fiasco that will cost my business dearly.
Human interaction is still relevant in today’s business scene, direct conversation has proven to increase problem resolution and thus increase client satisfaction, the management of AcePerHead.com understands and values this because they are not only great bookies they are outstanding business owners, the kind of outfit you want to be associated with.