The 21st Century Formula for Success – Increasing Value Not Squeezing Out Costs
The 21st Century needs a new contact center model to transform the industry, focused on the customer, not the cost of doing business with that customer. The contact center industry needs to look at the value, not simply the cost of contact center services with the ultimate goal: to provide extreme customer satisfaction, which will yield an enthusiastic customer who will, in turn, stimulate strong word-of-mouth loyalty, ultimately leading to higher revenues.
Yes, cost is key and some contact center outsourcing can help save costs, but the siren call of the bottom line obscures the high risk of customer dissatisfaction, which is inevitable due to language barriers, extended length of calls, comprehension issues and a lack of cultural context. This lack of language comprehension and cultural awareness extends the length of the average call and kills contact center productivity. In fact, as much as a 90% decline in contact center efficiency as been recorded when language problems and cultural awareness issues are introduced to the customer service platform.
As corporate America chases the cost saving buck, customers are rapidly approaching an emotional tipping point and will soon be shouting into the phone or out their windows, “I mad as hell and I am not going to take it any more!”
Corporate management that ignores these truths are violating their fiduciary responsibility to their shareholders. Does anyone remember when the customer always came first?
