Nashua Communications Blog

Call centres have evolved and moved from being stand-alone telephone systems to integrated, automated, always on contact centres that are able to solve consumers’ issues. Here’s what call centre systems should take note of and include.

Call centres often conjure up images of rows and rows of desks with people sitting behind them answering calls but modern call centres have evolved to be so much more than this. The call centre is essentially the front line of any business that provides a product or service at scale. And as customers become more demanding, customer service can be what sets a business apart from its competitors. According to the Microsoft 2018 State of Global Customer Service report, 61% of consumers have stopped doing business with a brand due to poor customer service.

In today’s fast-changing economic climate, it is more important than ever to put the customer first. But what exactly does a customer-centric approach mean and why is it crucial to go with a communications company that offers a customer-centric service delivery approach?

Businesses are constantly having to evolve in order to stay relevant . In today’s economy, it is becoming crucial to bridge the divide between the product or service and the consumer. The customer is at the centre of any business and organisations that put the customer first are not only experiencing returning customers but customers with a longer customer lifetime value (CLV).

Service level agreements (SLA) define and align the support and service delivery requirements that enable your business to reach its objectives, which is why it’s important to include clauses in your agreement that protect you as a customer. Here are some tips from an expert.

The fundamental purpose of a service level agreement (SLA) is to support the strategy of a business. As CIOReview states, “a complete SLA can decrease downtime as well as improve ROI for organisations.” It’s also important to note that an SLA sets guidelines for the customers and service providers, ensuring both are satisfied with the work being done.