The Value Of Specialization

specialization

With the current saturation of contact centers, technology companies, and CX consultants, how does one differentiate with more value with loyal customers?
It starts with evaluating what your customer journey mapping looks like and finding ways to improve and close any loopholes in the customer experience. At IA Solutions, we have witnessed and experienced a plethora of customer situations that indicate this demand for specialized services.

Understanding customer behaviors is part of the customer journey mapping. The better we understand the needs of a customer in a deep level, the better we can support them. Every touch point with a service provider agent will determine the trajectory of a happy customer or a disgruntled one. By analyzing and drawing information from every cross- departmental services where a customer interacts at key inflection points, it is an opportunity to gauge how satisfied the customer is and the overall experience.

Designing and customizing specialized services for a customer will benefit their customer journey in the long run and also create a sense of fulfillment for both customer and agent relationship.

Like any new programs, learning the pros that can outweigh the cons will make it worthwhile.
Here we assess the benefits of specialization services.

Benefits of Specialization Services:

  1. Produces a lifetime customer that feels valued and understood and triggers high customer satisfaction.
  2. The opportunity to introduce new product lines and services to an existing client rather than a new lead. And, showing to the existing customer the ability to anticipate their needs by treating them like a VIP.
  3. It helps the service provider know what areas from the customer mapping needs improvement and what areas can be specialized operationally and for personalizing services for clients.
  4. Specialization is a value add that most customers seek so that they do not need to keep looking for a la carte services.

As the future requires more advancement and scalability for businesses and competitive edge, specialization will become a “golden ticket” to customers that evolve and demand more options.

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. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.

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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