Signs Of A Strong Customer Focus In A Call Center Outsourcing Service

By Author: Larry Chandler
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Highly experienced call center managers could likely fill a library with various stories of crazy calls that they overheard. Outlandish requests from consumers, irate operators and unexplained problems with phone technology are just a tip of the iceberg. But what about the good things that happen in call center outsourcing service? Surely it cannot all be bad.


Believe it or not, there are many cherished moments that occur on a frequent basis in multiple USA call centers around the country. It could be a relieved parent learning that their child’s graduation present will arrive as promised. It could be a frantic husband trying to find the right gift for Valentine’s Day or Christmas. Or it could be much more serious such as a home-bound individual ordering necessities to get them through another month.


Since a call center outsourcing service has the ability to impact a number of lives every day it is important that the managers of the center are able to pick up on little cues of satisfactory customer conversations. It is also equally important that managers take note of these little ...
... moments in time to relate them back to clients. Clients love to hear about a happy customer and want to spread the good news across print, internet and video marketing materials.


Here are some examples of good things that can and have happened in a call center outsourcing service as recorded by an anonymous manager.

Managers stop the calls for a moment to recognize an operator that was caught doing something GOOD
Operators who can answer the phone with a pleasant greeting and end each call with another warm sentiment every time they pick up the phone no matter what is going on.
An agent that took matters into their own hands in order to make sure the shipment that had been misdirected would get to the customer’s home in time for them to leave on their trip.
A shared laughter between the operator and customers, signifying the connection made among the two people during the conversation.
An operator that spent extra time helping a customer to pick out a great outfit to wear while welcoming home her wounded, returning soldier.
Listening to a customer tells the operator “I feel better knowing that you are handling this issue for me.”
Hearing a long, troublesome conversation end with the customer saying “Thanks for your help – you have made my day.”
Listening to an operator emphatically tell the customer that a solution will be found for the problem. And then finding out that the customer changed their mind about ending their business relationship based on the operator’s professionalism.
Learning that an agent took extra time to call a customer who lived in an area ravaged by a natural disaster just to see if the customer was ok.

There are a lot more examples. The point is a call center outsourcing service can make a huge difference in customer perception along with revenues and profits.

Larry Chandler is a freelance writer for The Connection a call center customer services provider. To find out about their USA call centers visit their website at www.the-connection.com