Toronto, Canada, April 13, 2015 – 3C Contact Services Inc., North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is weighing in on the improving North American economy and the impact consistent quality assurance has on enhancing brand loyalty.
Retail sales in the United States declined by 0.6% in February, significantly lower than the 0.3% increase analysts were calling for. The decline was blamed in part on the harsh weather. That said, the March report, set for release in mid-April, is expected to be solid as the weather improves and savings from lower gas prices increase consumer spending. (Source: “Advance Monthly Sales for Retail and Food Services February 2015,” U.S. Census Bureau web site, March 12, 2015; www.census.gov/retail/marts/www/marts_current.pdf.)
“With retail sales heating up, it’s important for brands to understand how they can enhance brand loyalty. Unfortunately, most brands fail to build a strong relationship with their customers because they forget that the relationship extends well beyond the initial point of purchase,” says Damian Reyes, Customer Service Manager at 3C Contact Services Inc. “The primary way a brand connects with its customer base after the purchase is through the customer service experience.”
Reyes explains that it takes continuous and thoughtful effort to provide an excellent customer service experience and that a brand’s customer service team is the first impression many customers get after making a purchase. As a result, a good customer service experience can build brand loyalty, increase retention, and translate into increased sales. Conversely, poorly handled customer service is worse than no customer service and can translate into lost sales.
“Quality assurance in a customer service setting is about setting up processes and procedures that create accountability and help improve the customer experience,” he adds. “That includes monitoring phone calls, coaching, regular reviews, call calibrations, and auditing for sales and retention.”
According to Reyes, brands that are currently outsourcing or considering outsourcing their call center solutions need to make sure the company has a well-established quality assurance plan in place. 3C Contact Services Inc. has a state-of-the-art call center facility with scalability that can meet the needs of any growing business.
“In a highly competitive industry where contact services companies do their best to attain a customer satisfaction and quality assurance rate of between 90% and 95%, 3C Contact Services maintains a score of 96%,” Reyes concludes. “3C Contact Services also has a client retention rate of 64%; the industry average is just 45%. 3C Contact Services Inc. is also dedicated to providing industry-leading quality assurance services and improving first-call resolution.”
To learn more about 3C Contact Services Inc., visit the company’s web site or contact 3C Contact Services Inc. at 1-888-353-2335 or via e-mail at d.reyes@3ccontactservices.com.
