Call Center Scheduling Featured Article
AnswerNow Helps Companies Measure Bottom-Line Impact of Bad Customer Service
There are many tools that help improve call center performance. Call center scheduling and workforce management solutions are some of them. Communications solutions like predictive dialer and Automated Call Distributor (ACD) are also used to improve efficiency of call center agents.
Today, call centers can also measure customer experience. Measuring customer service is especially significant considering the economic impact it can have on businesses.
In one such development targeting the customer care industry, AnswerNow, a provider of call center solutions, has added a new customer service calculator that helps organizations determine the cost of poor customer service and the overall impact to profitability.
A recent study conducted by AchieveGlobal confirms that 50 percent of customers are likely to try out a competitor if they experienced a bad service from the current provider. Further 93 percent of the participants in the survey said they would defect completely after three or fewer bad customer service experiences.
"We all know bad customer service costs companies money," said Michelle Weiss, vice president for AnswerNow. "Until company executives and managers actually see the dollar impact, they may not understand how bad service is hurting their profits. With our calculator, companies see the amount of money they are needlessly sending right to their competition."
AnswerNow believes that keeping customers happy has a direct effect on the bottom line of a company. This is because securing a new customer is seven times more expensive that retaining an existing one. Good customer service turns potential high costs into savings.
The AnswerNow Customer Service Calculator measures three critical costs that can drive down a business's profitability: Cost of Losing Customers, Cost of Replacing Lost Customers and Cost of Bad Service.
AnswerNow has also released a complimentary guide that suggests five most important steps to improving customer service. The guide details a number of tried-and-true tactics that organizations can use to make sure they do not fall into the bad customer service trap.
Edited by Ashley Caputo