communications center
TBL has a unique view of Business Communications Centers, or “Contact” or “Call Centers” as they are more commonly known. We believe if your employees transact business telephonically, through chat, email or both, then you just might be in the Communications Center business. And if your employees engage with customers (calls, chat, emails) in ways you need to measure and report, then you definitely have a Communications Center.
Communications Centers are no longer seedy sweatshops of outbound call agents annoying people at dinnertime with unsolicited sales pitches. They are simply tools that allow businesses to measure and report upon business transactions with their customers. But the stigma remains. In fact, it’s hard to count the number of client conversations that have gone like this: “We do not have ‘Call Centers’ and do not believe in them. We insist upon a high level of personal interaction between our customers and our employees, and require that every customer call be answered by a live voice within four rings.”
While we admire and respect company cultures extolling a commitment to strong customer service, the questions that immediately come to mind are, “Are you meeting your stated objective?” And, “How do you know if you are measuring up to that goal?” Now, TBL is not in the business of being a smartypants, but if a client can’t measure and prove that a stated objective is being met, how can the client really be sure they’re meeting that goal?
TBL Communications Centers are neither impersonal nor intrusive, nor are they counter to a culture of high customer satisfaction. In fact, our well-designed, customized Communications Centers are invaluable tools offering a treasure trove of information about how well that business is serving their customers. At TBL, we love the discovery process and the “ah-ha!” moment our clients have when they realize that they are in the Communications Center business. And we love creating Communication Center solutions that deliver our clients measurable, goal-exceeding results. After all, first impressions are lasting impressions, so make yours count.