The most important thing a Contact Center can do is provide a good experience for the customer. Because of this, Vector BPO has systems in place to constantly build understanding of and improve relations with each and every person we come into contact with. Our agents are trained to treat your customers with the same excellent service that you provide, so that every interaction we have with them is an opportunity for you.
Every customer is unique, which means a one-size-fits-all approach is not the most effective. It's our task to gain an understanding of the myriad of opinions and perspectives out there, so that each and every time a customer makes contact, they leave with a good impression—meaning greater satisfaction and loyalty to you!
ECHO stands for Every Customer Has Opinions. Giving your customers a chance to voice these opinions creates the power of understanding. Using feedback from the customer in their own words and voice, our agents have the opportunity to improve their service performance and communication methods on demand. Using the information gleaned from the surveys, we have the information and insight required to deliver a compelling customer experience that will keep them coming back to you.
An ever growing part of the business world is social media. Word of mouth experiences are shared more and more often over social networks. Sites offering business reviews are plentiful. Many customers will voice concerns online that you may never have heard otherwise. By providing dedicated agents who monitor and spot customer issues in social media channels, we can offer proactive support, catching and addressing problems before they escalate.
This proactive approach creates the opportunity to engage with customers and foster a strong, trusting relationship. In addition, the grateful customer is likely to view the agents who helped them as heroes. What may have been a negative review will now be an impressed customer who will share their positive experience with others online, generating repeat business and referrals.
Social monitoring isn't only to stop potential problems. Sometimes a customer may have a great experience with an employee, or see something they like about your company that was perhaps unintentional. With social monitoring you can capitalize on this positive feedback as well, whether it's expanding a program with more potential than expected or spotlighting that above and beyond employee. Most importantly, your customers will see that you really do listen to their opinions.