As previously featured in Progress in Lending's Tomorrow's Mortgage Executive

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Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty. 

Improve your customer service through outsourcing

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Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '

This is why customer engagement and a focus on how you can improve customer service is so vital to the success and longevity of a company. Did you know that engaged customers can provide a 23% increase in profit, compared to just average customers? But the problem is, how do you keep your customers engaged? It can be tricky, especially when talking on the phone with them. Their attention was on something else before they got on the call with you, and you want to be able to gain and keep their attention. Here are 7 ways to improve customer engagement on a call:

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It pays to have excellent customer service. Literally. Keeping your customers satisfied, happy, and loyal is 6 to 7 times cheaper than trying to gain new ones. Additionally, companies that offer superior customer service have an opportunity to make even more than those that don't. About 70% of customers say that they would be willing to pay as much as 5-25% more for a product or service if it guarantees that they will have access to the best possible customer service.

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Have you been thinking about outsourcing your companies' customer service?

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Why Being Put On Hold Frustrates Customers

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There are a plethora of articles that can be found on the internet written about building successful contact centers. The question that needs more exploration is the one asked after the contact center is built. “How do you maintain that success and improve upon it?”  When you put your mind to it, it can prove to be a very challenging question. There are various answers and opinions will vary, but here is one possible answer worth considering.

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Download our free e-book about the Human Element vs. the Automated Message.

Your customers are human, right? You're human too, right? So it makes perfect sense that, even with so much advanced technology we can harness, we should still use, and keep the human element a main staple in our customer service and customer experience parts of our business. Download our free e-book that discusses exactly why we should keep the balance between the human element and the automated message.

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Average Call Time: A Baseline of Customer Service

Average Call Time (ACT), sometimes referred to as Average Handle Time (AHT), is often set as low as possible in the Customer Service (CS) industry. Although efficiency is paramount, education, conversation and service are also important factors. This average call time should be set at a minimum, not a maximum, duration. This way, representatives feel free to make suggestions, introduce new products or offer savings without regards for exceeding a time limit.

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