In December 2017, trade magazine CustomerFirst presented the results of their research into the facilities contact centre industry. It showed that a trend from recent years has continued: the largest contact centres are growing, while smaller ones are fading away. This is a trend we don't see at ContactCare (100 seats). Quite the opposite, in fact.
Contrary to the national trend, ContactCare, as a relatively small contact centre, saw its revenue rise in 2017. More and more companies are choosing to entrust their customer contact to ContactCare. A wonderful trend we've observed this year is that our clients are recommending us to other companies.
Small is mighty
Thanks to the relatively small scale of ContactCare, we can maintain high-quality service delivery. Companies that trust their customer contact to ContactCare receive all the attention and customisation that comes with it. While a medium-sized webshop might be considered a 'side project' for a contact centre with a few thousand seats, this type of client is a core customer for ContactCare.
Returning clients
The quality of customer service can make or break an organisation. We see daily in practice how good customer service results in satisfied and returning clients. No matter how good your product or service is, if your customer service is frankly disappointing, any form of customer satisfaction will disappear. That's why we work tirelessly every day to bring a smile to the customers of our clients.
Growing together
It's not an exaggeration to say that good customer service helps businesses grow. We always think along with our clients about how to improve customer contact. In fact, we are convinced that customer service becomes better when outsourced to us than when companies handle it themselves. A large part of our growth stems from the fact that our clients are growing. Good customer contact makes companies grow. To achieve this, two factors are crucial: people and technology.
Human factor
Customer contact is provided by people. An obvious door, perhaps? Yes, but it is important to realise. That's why we have our own recruiter and select all staff ourselves. We are critical in this process; only the top performers may speak to our clients' customers. All staff receive extensive training. Not just when they start, the training is continuous with digital tests, among other things. Aside from quality, there is a focus on staff wellbeing. A good working atmosphere is high on the priority list of every manager at ContactCare. Only when you have a smile on your own face, can you make customers smile too.
Technological factor
Good customer service is impossible without the right information. No matter how friendly you are on the phone or in emails, customers contact you 9 out of 10 times because they have a specific need for information. Technology ensures that customer service staff have efficient access to relevant information. That's why we have developed our own software, MyCare and MyControl. These two systems ensure that agents have access to the right information, and that customers, team leaders, and project managers have continuous insight into customer contact. All calls can be replayed and provided with feedback. Important trends can also be observed in the statistics, and the information reveals which aspects a customer service employee needs extra training in.
Examples
Customer service is bespoke. This applies not only to bol.com and Coolblue but also to the medium-sized webshop. ContactCare always thinks along with the customer. We have published various client cases in which this close collaboration is explained with practical examples. View the client cases here.
2018
We will continue to make customers happy in 2018 as well. We will maintain our focus on customers and continuously explore suggestions to improve customer contact. Because when our clients keep growing, we simply grow with them.
