In 2014 modern marketing techniques, and customer interaction of all forms are at the forefront of every successful business but one old fashion technique has gone by the waste side.

Call centre functionality for many North American companies has drastically changed over the last few years. The era of speaking with a professional and creating a genuine relationship has evolved into speaking with agents who can only respond to your questions based on a pre-assigned list of answers. In many cases, even once you obtain traction in a call the all too familiar “let me transfer you to a different department” fills our ears worse than the sound of a fog horn. I think we have all been through this back and forth banter which has famously been referred to as the “runaround.”

To combat the stigma regarding ‘new era call centres’, Developing a trained customer service team with multiple skill sets allows for multiple tasks for your employees and the ability to have a more versatile call centre presence. This can be a team built inside your corporation, or for smaller companies a job you can outsource in order to allow for effective budgeting.

The Echopoint/Exomark/Halight team assists clients in develop top notch personable customer relations teams. Along with this, inbound and outbound communications are developed to create personable relationships with customers in an effort to create a better experience and retain customer satisfaction.

Standing by a developed philosophy for customer interaction & lead generation will create long term relationships and to this point has extensively improved our customer acquisition/retention capabilities through inbound and outbound services and various forms of lead generation.

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Until next time, cheers!

MJW