For many customer-facing businesses, there isn’t enough time in the day to answer all the customer support queries you receive, let alone have the time to train and implement new systems into your already packed schedule. When you’re on the front end of support calls, especially when you work within that company, it can be difficult to remain unbiased and calm in the face of your customer’s worries, complaints or issues. This results in every case feeling like it’s of the utmost importance, leaving your team going in circles without a sense of hierarchy.
When maintaining customer service is proving to be complicated and long-winded, that’s where the professionals come in. Outsourced customer service, whether it’s a general telephone answering service or first line support, can not only improve your customer’s problems in less time, it can also save you lots of time internally as well. With experience across a broad range of industries and in countless stressful situations, having a customer service team that fully understand a comprehensive escalation system can be invaluable, allowing you to get on with all the other requirements of your role.
Offer the right support, first time
With an urgency escalation system in place, you can be more aware and on top of any complex calls that come back into your internal team for management. With this time saved for severe problems and expert support, you know you’re talking to the right customers, and getting them the help they need in a much more efficient manner. Not only is this helpful for you, but it will also impress your customers who aren’t waiting in a queue for someone to become available.
Another advantage of an urgency escalation system is the hierarchy this develops, allowing you a far clearer picture of how many customers end up in each level of customer service. These statistics can be invaluable for not only internal reporting but for a clear vision of what can be done to improve your customer service systems further – proactively, rather than reactively.
Looking for fantastic customer support with a sophisticated escalation system? Contact us today to find out how we can improve your customer service processes by bringing them outside your company.