These days, customers demand more from CSRs than ever before. They want their issues fixed accurately, quickly, and with as little hassle as possible. It takes only one disgruntled customer or negative experience for someone to negatively review you or cause a public relations disaster online. DATAMARK’s experts can help you to reduce these risks by ensuring your call center operations flow smoothly task-to-task.
The benefits of Call Center On-Site Management are significant. Having managers and expert operations staff available gives organizations just like you the power to improve customer service and support without outsourcing or relinquishing control over operations. Instead of taking over or removing your customer service center from your location, we step into your world. Once there, we stay and provide expert real time advice, helping you grow and improve by leaps and bounds.
Let DATAMARK help you become the best customer service provider in the business. From the financial industry to energy and utilities, we use forward-thinking, innovative processes for a healthier, more productive call center, every single day.
Today’s customers are more demanding than ever – that’s just a fact of life for businesses providing telephone, chat, email, and web app support. As the economy tightens up, meeting demands becomes even more critical.
Statistics show that it takes just a single unresolved complaint or negative CSR experience to harm your reputation. Customers need an average of more than 10 positive experiences to make up for one call where they didn’t feel properly supported. We believe it’s easier to prevent bad calls altogether.
Just how important is prevention? The explosion of social media in the business world means that customers are much, much more likely to complain about a bad support experience. They are also twice as likely to complain than to praise you, leaving online readers with unbalanced negative views.
In the energy and utilities industries, this concern is even more valid and worrisome. A customer who, for example, has their power or internet service turned off due to an inability to pay the bill, may claim you refused to support them in their time of need. They could even accuse you of putting their lives in danger, even if the real story is they simply forgot or neglected to pay their bill.
In an ideal world, all energy and utilities call centers would operate productively, efficiently, and positively, helping every customer that makes contact. In the real world, nearly all call centers struggle to maintain balance from time to time. Whether your issue is call volume, call times, CSR attrition, or difficulty meeting customer needs in a way that provides satisfaction, DATAMARK can help.
Working with DATAMARK’s On-Site Management teams gives you instant access to decades of experience. Our trained operations management specialists have in-depth experience with special energy and utilities industry influences. The result is better and faster customer support, more customer loyalty, and fewer tough issues left unresolved at the end of the day.
Need more reasons to work with DATAMARK? Consider that up to 60 percent of Americans say they would try a new service or brand if they received positive feedback from existing customers. Nearly 70 percent are more likely to switch to your energy or utilities industry business if they believe you offer excellent customer service and support. Positive word of mouth leads to better brand loyalty, more robust lead generation, and a higher number of sales.
You’re aware of the risks of bad customer service – and the benefits of running an effective call center in the energy and utilities industry. But how exactly do we help?
DATAMARK’s on-site teams focus on standard call center pain points to resolve bottlenecks, freeing up CSRs to provide better service. Our history reveals a consistent ability to help energy and utilities call centers decrease customer wait times, increase efficiency, and prevent mistakes. We utilize Six Sigma strategies and tactics, alongside Total Quality Management systems, to ensure every aspect of your call center workflows are optimized – from the floor all the way to top management.
DATAMARK’s on-site management teams can also help you track performance results in real-time. With instant statistics at your fingertips, it becomes easier than ever to adjust rep volumes or call queues on an ad-hoc basis. Improve your customer service with the help of our highly-trained professionals.
Running a call center isn’t easy – especially where finances are concerned. Budgets must be tightly monitored to ensure the center not only remains in operation, but even generates profit along the way.
DATAMARK makes On-Site Management easier and more affordable for energy and utilities businesses by scaling services to your needs. There are no cookie-cutter packages to buy, and no forced purchases of services you don’t need. Instead, we use a one-size-fits-one approach to fully customize our partnership.
It all starts with intuitive managers who stay dialed-in. First, we’ll work with you to assess your situation; then, we’ll make recommendations and tell you what you can expect. We will never recommend changes that put you or your finances at risk.
DATAMARK’s On-Site Management teams are also trained to spot and eliminate financial pain points within your call center. This includes unclear KPIs, excessively long call times, wasted resources, and unnecessary work flows. Streamlining allows you to run your business for less without sacrificing customer support in the process. Sustainable growth can be a reality, even in the energy and utilities industries, with DATAMARK by your side.
At DATAMARK, we have an extensive history of serving some of the nation’s most important companies and sectors. From the largest Fortune 500 companies to transportation, telecommunications, and power providers, our dedicated team can help you improve your call center operations. Call us now at 800.477.1944 to get started on the path to real, sustainable improvement.
All DATAMARK contact center employees are trained to work in an environment conducive to accurate brand image portrayal, providing a seamless customer experience.
Maintaining quality during all customer interactions through our multi-channel contact methods is a high priority for DATAMARK. Quality and continuous improvement are what we excel in.
Our global centers negate time difference and increase your customer servicing base with our bilingual agents, allowing for around-the-clock customer service and reporting in English and Spanish.
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