Your brand’s reputation is one of your most valuable assets. In fact, around 88% of consumers trust online reviews as much as a personal recommendation (BrightLocal, 2023). For businesses, that means that every interaction with a customer has the potential to define your brand’s public image. When your business pairs with a reliable call center, the way they handle your customer interactions can significantly strengthen your brand’s reputation.
Why Reputation Matters More Than Ever
In today’s digital world, society has become accustomed to instant gratification and the instant transfer of information. For a company, this means that maintaining a positive reputation is more important than ever before. One singular bad customer experience can spread instantly to thousands of potential customers, causing irreparable damage to your brand and potentially thousands of lost customers. This is especially true given the fact that customers who receive bad quality customer service are more likely to share their experience with people they know versus a customer that had a positive one.
The Call Center As Your Frontline
A high quality and reliable call center is paramount to a company’s success in the modern age. Customers that call in for help often expect to have their call or message answered instantly, and typically want their problems resolved within the first few minutes. This is especially true depending on the industry your company is in. For example, healthcare patients will highly covet a hasty response time and quality care, given their health is a highly important and sensitive topic for them.
When you partner with a great call center, they can strengthen your brand’s reputation by turning everyday inquiries into moments of reassurance, loyalty, and even sales. They are the frontline, ensuring that every call gets answered, every time; no matter if they’re a customer looking for a refund, a patient wanting to speak to a doctor. Each call is an opportunity, and having a strong front line to catch them can significantly boost your business.
Reducing The Risk of Reputation Damage
Many customers that have negative experiences with call centers usually have problems that companies fail to resolve in a timely manner, if at all. By having a properly trained and available call center team, they can reduce the risk of negative customer experiences by allowing them to professionally assess and handle those unresolved issues in an efficient manner.
Per Zendesk, studies have shown that the faster a company resolves a problem on the first call, the less customer churn they face (Zendesk, 2022). On top of that, having a team of live, US-based agents can help prevent or disarm any frustration the callers might have by ensuring a real person immediately addresses their issue, not an emotionless voicemail or painfully long wait time.
The Measurable Value of Trust
By now, you know the benefit a high-quality call center can bring to a company at face value. But what about the benefits you can’t see right away? Customer trust is, while ambiguous, a metric that cannot be forgotten about. Being a company known for trustworthiness doesn’t just strengthen your brand reputation, it can also result in a massive return on investment (ROI). According to a Harvard Business Report from 2014, customers with positive experiences spend upwards of 140% more than customers with negative experiences. Moreso, customers that share positive experiences and reviews online and in person with their peers can create a compounding positive result that brings your company measurable, valuable returns over time.
Conclusion
Building a strong brand reputation simply cannot happen overnight, but it certainly can be lost that fast as a result of a singular poor quality customer interaction. By having a high-quality call center, you can ensure that your team answers every call, listens to every customer, and seizes every opportunity. If you’re curious to learn more about the ROI a call center can bring your business, check out our Westpark Community and get your ROI right!