Most companies realize that the key to a successful business with long-term growth is ensuring that repeat business exists. There are very few companies who are able to survive without loyal customers who solely go to them when looking for a specific product.
Virtual call centers are an excellent way to create this highly-sought-after customer loyalty, but seldom do businesses take the time to ensure that their virtual call center is working towards that goal. Instead, they use their virtual call center to focus on resolving customer problems and taking orders. While these may be some of the functions of a virtual call center, customer service teams should take advantage of the one-on-one contact with customers, and use it to strengthen brand loyalty, and create customer advocacy.
The most vital key to creating brand loyalty with your virtual call center is ensuring that the customer service representatives are aware that this is their goal. The team should realize that they’re not only out to make an upsell or fix a problem, but to give the customers an experience that they won’t quickly forget. By ensuring that all of their questions are answered the first time, and that customers’ needs are met, the customer is much more likely to come back a second time to purchase form your business.
Secondly, virtual call center features can help enhance brand loyalty. This includes call recording, which allows customer service representatives to be more knowledgeable about their products and previous FAQs. Interactive Voice Response (IVR) can also be a huge asset to the virtual call center, as it can help customers get to the right agent the first time, rather than being stuck on hold or frequently transferred, having to update each customer service advocate on their issue as they go.
It is time for businesses to stop looking at their virtual call center as just as a way to answer questions, and see it for what it really is: a way to increase repeat customers, and amplify brand loyalty.