Call Centers: Myth Vs. Reality

What is a contact center? What are the most important things to look for? What are some common misconceptions? People have a lot of ideas. Let’s separate fact from fiction. Here are the top 4 contact center myths:

 Call centers save money. They don’t make it.

People think the only reason a company would use a contact center is to cut costs. While that’s a nice side effect, taking care of your customers actually adds to your bottom line. Happy customers refer their friends. Unhappy customers trash your brand to friends and family and on social media. Happy customers are more receptive to promotions and up-sells. Every interaction with a customer is a chance to surprise and delight. What impression are you making on your customers?

People don’t use phones anymore.

Complicated issues are… complicated. What might take 10-20 emails can sometimes be resolved with a short phone call. Studies show customers feel more comfortable fixing complex issues over the phone. People switch from web to phone when trying to get answers to their questions.

Call center managers only care about cost-per-call.

There’s too much competition out there for cost-per-call to be the only metric contact centers care about. While it’s important to track, customer satisfaction should be the #1 metric. Raving fans create more raving fans. Happy customers tell their friends.

Chatbots are replacing humans.

Chatbots are getting more advanced, but they can’t beat the human touch. Actual empathy for a customer is what keeps them coming back. Efficient chatbots, while helpful, don’t inspire people to continue doing business with a company.

Are you looking for a contact center to help with your company’s needs? Centris Information Services helps companies just like yours delight their customers while saving 40-70% over U.S.-based contact centers. Give us a call, email us, or check out our website for more info. We’d love to work with you.