Companies looking to save costs would do well to pay attention to these stats: the cost of a live customer service agent averages $7.50 per call. Outsourcing those calls overseas will drop the cost dramatically to $2.35 per call. Install an automated phone response system and each call averages just around 32 cents per contact. This is according to author Emily Yellin of Your Call Is Not That Important To Us.
Of course, if you can build a customer relationship for $7.50 per contact, you might look at this equation differently. And, if you can turn a negative situation into a positive one, you may just have a potential Zealot on your hands. The word-of-mouth conversations quickly go from dissatisfaction to “listen to what company X did for me” and referral.
Anyone ever claim a better experience because they punched through an automated system? We do have a friend who has become quite attracted to the Garmin automated voice. The author says trust, respect, empathy, caring and a little fun are keys to call center success. Well, maybe the Garmin voice has something going …
Guest Relations Marketing
“Transforming Prospects to Guests, and Guests to Zealots”