In the communications industry we work on a daily basis, to improve reputations and ultimately drive customers to our client’s doors. Because of my commitment to this daily mission, I find it astounding how some of the largest companies in the world fall at the final communications hurdle.
There has been a good deal of ranting going on in the office today about the terrible customer service received on an all-too-frequent basis from certain large, not-to-be-named companies (oh ok then: BT, RAC, AA…!).
Call centres, for many businesses, are the modern day equivalent of the friendly shopkeeper and their importance cannot be neglected in the process of customer acquisition and retention.
Then why is it that so many are getting it wrong? Just today a colleague had numerous problems with a certain large telecommunications company due to the fact that its systems were down. In a display of cheek, the company repeatedly asked her to call back – isn’t this their problem?!
We work with call centre clients and it is clear that these services can be efficient and useful. However, those companies who think that one call centre is as good as another are sadly mistaken.
As comms professionals we can only do so much as communications comes from every facet of the company and must of consistent high quality to retain customers. If these companies truly want to survive in an age where the consumer is king, they’d do well to shape up their shop fronts and sort out a decent call centre provider.
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