I recently wrote an article entitled, “Technology and the Human Touch,” which was published in the Call Center Times. This topic is especially important to call centers, because telephone support representatives have only a short window of time to make an impression on their customer–without the important elements of eye contact, gestures, and posture.
My article discusses the pitfalls of IVRs, Email, and the Internet, and how these technologies (when implemented improperly) can have a huge impact on customer satisfaction.
To read the full article, visit http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/244/Default.aspx.
In GlobalLink BPO we prefer to have live agents assisting customers with their concern and complaints. Most of the customer are willing to spend time with you over the phone as long as their concern will be resolve. Having these kind of communication will make the customer feel that they will get help from you in an easy way. Customer will feel that they are really important for you other than listening to IVR, waiting for a respond through email within 24-48 hrs it’s hassle in their part with that kind of system.,. However talking to a live customer service rep., they will be provided with immediate assistance. Unsatisfied customer will affect your company’s name and profit. Satisfy the customer as much as possible for you to get more clients coming in to your company, maintain good business practices and system in handling your customers. http://globallinkbpo.com/index.html