Good news, contact center BPOs:. The C-suite has spoken, and providing superior customer service has made the list of the top business priorities in 2016, right under growth.
According to a recent survey of senior business executives conducted by Gartner, 54 percent of respondents stated that growth was a top priority this year, followed by customer service (31 percent) and workforce (27 percent).
"The big rise of explicit mentions of the word "customer" was very noticeable in the results of this year's survey," said Mark Raskino, vice president and Gartner Fellow. "CEOs seem to be concerned about improving customer service, relationship and satisfaction levels.”
For those of us in the contact center industry, this news shouldn’t come as much of a surprise. Today, it’s not enough to simply offer a great product at a low price; companies must also provide great customer service if they want to remain competitive and drive meaningful results.
After all, numerous studies have shown that customers are willing to fork over more of their hard-earned cash for better service. According to a study by Xerox, over half (54 percent) of consumers would pay more money for better customer care from their preferred brands.
With customer service top of mind for CEOs, you can bet your bottom dollar that more businesses will be on the lookout for BPOs like you, to help handle all of their customer service needs.
As such, there’s no better time to position yourself as a top-notch provider in this growing market—and you can do so by integrating our innovative multichannel technologies. For example, our cloud-based contact center solutions can help your customers meet (rather exceed) today’s customer experience expectations by using any combination of mobile, SMS, Web chat and voice communications.
So what are you waiting for? Learn more about Bright Pattern’s contact center services for BPOs by clicking here.