Today’s contact center plays an important role in the day-to-day operations of the businesses we support because we are the customer-facing part of the business. The contact center fields hundreds, if not thousands, of calls each day that support the customer in a variety of ways, so it is very important that the contact center builds a high level of trust between the customer and the business. How does the contact center build trust? Here at Centris, we look at this from two angles; building trust from business to customer.
BUILDING TRUST – BUSINESS TO BUSINESS
As a bilingual contact center, our initial goal is to build a high level of trust with the businesses we are supporting. We support a number of businesses across a variety of industries from health care and insurance, to security and retail. Each of these industries has very specific needs as they deal with their customer base. Our first step is to gain a solid understanding of each business, their operation, and how they like to conduct their customer service. We take the time to train our staff. When they are ready to “take the floor” on behalf of our client, our agents function as if they’re part of the company itself. In fact, that’s our goal; to function as part of the company of every organization we serve. We seek to build the trust and confidence of the business as we bring them on-board in our contact center.
BUILDING TRUST – BUSINESS TO CUSTOMER
Once we have gained a working knowledge of the business, we then turn our focus to the customers of that business. Our primary goal is always focusing on the customer experience; by that we mean that every customer who reaches out through any channel will have an excellent experience. There are many metrics that can be measured in the call center that will help us gauge how we are doing, but none more important than the experience the customer has when they speak to an agent. Our goal is that the customer’s issue is solved in their first call. We are less concerned with the time that call takes and more concerned that the customer is happy when the interaction is concluded.
As we maintain this as our primary focus, we continually earn the trust of our business partners as they see their sales increase.
So how does Centris build trust in the contact center? First, we work closely with the businesses we serve to learn their industry and their specific needs. Second, we take that working knowledge and focus on each customer having the best experience possible as we seek to help them resolve their questions or issues.
If you are looking for customer support that seeks to build trust with you and your customers, contact us. We have been helping businesses increase their revenue while reducing their costs for 20 years and we can do the same for you.
