Personalization as The Differentiating Factor

In today’s saturated and highly competitive market, the typical standards of doing business as usual is not enough. It takes more to stand out of the crowd and one must ask what is that “golden nugget” that makes a customer choose one over the other?
The answer is personalized customer service.

Personalized customer service strategy is now the differentiating factor that retains customer loyalty and brand recognition. When a customer is heard and appreciated, the customer will remember the experience and go out of their way to spend more money with the same brand since they feel they can be trusted and expect a superior customer experience. Nowadays, with the influx of high- volume calls, customers are neglected of personal care and attention. Most are passed and rerouted from one agent to another agent in hopes to receive an answer after many minutes of wait time.

According to an ROI of Customer Experience report by Qualtrics, 77% of customers agree that they’re more likely to recommend a brand to someone after having just one positive experience with the company. With that said, it reiterates the power of positive customer experience which may trump even the product offering itself.

Imagine the opposite happening, when a customer is not able to get his/her caller request accurately accommodated in a quick, reliable fashion. The caller dreads having to re-explain the same issues to a new agent every time the call is transferred. Most likely, 51% of the callers will switch brands after one to two experiences. The customer journey experience determines the outcome no matter how great the marketing is.

At IA Solutions by IA Call Center, we offer strategic & creative solutions, contact center services and 50 years of strong, vertical market experience and industry knowledge for partners that seek guidance. As contact center experts in this field,  we help navigate partners in the call center space and make sure we provide high-value, elite customer experience. Our deep understanding of brand representation in tone, culture and product knowledge enables our professionally-trained agents to be an extension of your team and brand.

We personalize and customize our call center packages to meet the size and needs of your growing business. Offering focused attention and a dedicated team of agents to represent you while taking your calls as if they are one of your own internal staff. We believe in one-on-one personal care and to listen and accommodate with empathy in a time where artificial intelligence and technology can discourage the human interaction experience. IA Solutions by IA Call Center perceives their customers and partners as their #1 asset and will provide the highest quality contact center services and customer journey that every customer will inspire to have.

To learn more about our contact center services and culture, please contact us at our website, www.iacallcenter.com.

 

About IA Solutions by IA Call Center:

IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors.

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

Author

Ian Tempro, Head of Special Projects, at IA Solutions by IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.

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