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How Can A Call Center Complement Your Fulfillment Services? (Part 2 of 2)

Read Part One of this series here.

It’s All About Serving the Customer

When you opt for fulfillment services with a call center component, you’re streamlining your internal processes – and you’re also making things easier for your customers as well.

When you give your customers options and the information that they need when they need it, they are more likely to return. Every positive interaction between your outsourced call center and your customers paves the way for future sales.

With a call center as part of your outsourced fulfillment services you can create an excellent customer experience that will only grow with time. Callers can speak directly with a party that can help them select from different shipping options, answer questions on delivery and handle any returns easily.

All of this works toward serving the customer and making a good impression for your business. An outsourced call center that is part of your fulfillment services can help make a customer feel like they matter. This builds your brand and makes it possible for you to continue to grow your business.

Making the Right Selection of Fulfillment Services

Keeping your customer service call center and fulfillment services tightly linked makes logical sense, but it’s often hard to find.

Outsourced fulfillment services and call center services often require much different skill sets. Just because a company offers call center services as part of their fulfillment packages doesn’t mean that they can meet your customers’ needs. You’ll need to do some verification that your potential fulfillment service can handle what you need.

There’s a difference between offering call center services and having a call center. Some fulfillment services claim that they offer a call center – but what they are really offering is customer service for your company and not the end users. While having a customer service rep to call when you need help from your end is important, it won’t help you with your customer service problems.

In addition to making sure that you have the right type of call center services from your fulfillment services partner, you’ll want to be sure that their technology can keep up with your needs. Part of the benefit of working with a fulfillment center that offers call center services is that your ordering and customer service channels will be tightly linked. This integration is only possible with robust technology. Before you make your decision, be sure to ask for a demo of their system so you can see it in action.

Working with a hybrid fulfillment service that offers order processing and shipment as well as true call center services can help you grow your business all while keeping customer satisfaction high.

 

November 04, 2014
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