How ISPs Can Use Call Center Software to Build Brand Loyalty

Did you know in the telecom sector more than three-fourths of customers retract their loyalty more quickly than they did three years ago? As per a report released by Accenture in 2020, the number is 77 percent to be precise.

 

If you’re an Internet Service Provider (ISP), just imagine a scenario where three-quarters of your customers are ready to switch to a different brand at the drop of a hat. And it shouldn’t come as a surprise. The competitive advantages of ISPs no longer rest on their services.

 

Be it internet connectivity, bandwidth, speed, pricing plans, or usage validity, a majority of ISPs provide similar offerings. But the biggest differentiator is the way they provide customer service. If you take a look at the most successful ISPs, you will find a common factor—exceptional customer service.

 

When it comes to providing customer service, the communication tools ISPs use matter a lot. One excellent example of the right tool is call center software. ISPs can leverage call center software to streamline customer service operations and enhance brand loyalty.

 

This blog post explores how ISPs can harness the potential of call center software to build and strengthen their brand. So, without further ado, let’s dive right in and understand how ISPs can use call center software to build brand loyalty.

 

1. Provide a Wide Range of Self-Service Options

 

Did you know that a majority of customers would prefer getting answers to frequently asked questions (FAQs) and resolving minor issues by themselves over speaking with a customer support representative? Let’s take a look at some recent stats to drive home the point. As per one research by Dimension Data, almost three-quarters of customers prefer the self-service option. Another study by American Express found that three in every five US customers would prefer using digital self-service solutions to contact the customer service department.

 

Call center software supports a wide range of self-service options for customers. Be it interactive voice response (IVR), FAQs list, resource center, knowledge base, or any other self-service tools, high-quality call center software comes equipped with a broad array of self-service features. As an ISP, you just need to find the right call center software that can help your customers solve the minor issues and queries by themselves.

 

2. Enhance The FCR Rate

 

Would you be surprised to know that an organization’s First Call Resolution (FCR) rate is directly proportional to the customer satisfaction score and brand loyalty? Certainly not. Just put yourself in your customers’ shoes and picture this. You contact a customer support number and you promptly get connected to an agent. The agent not only knows your name but your complete transaction details. After knowing your problems, he or she gives you just the right solution and ends the call after resolving the issue. Would you not be delighted with such a service?

 

Sophisticated call center software enables ISPs to provide just that kind of customer service. Equipped with automatic call distribution (ACD) and skill-based routing, good-quality call center software can route your call to the right department and agent. When customers are connected to the right agents, the calls are more likely to be resolved in the first instance.

 

3. Tailor Customer Support

 

As per stats by Acquia, over three-fourths of customers say that they are more likely to be loyal to businesses that understand them on a personal level. The data proves that personalization and customization are important factors for long-lasting loyalty. The same applies to customer service. When an ISP understands its customers on a personal level and tailors its customer service to address the individual needs of each customer, it has a great chance to win its customers’ loyalty.

 

Cutting-edge call center software effectively integrates Customer Relationship Management (CRM) software that not only enables agents to know with whom they are speaking but also a wide range of details such as the customer’s transaction history and the solutions to the common issues they are likely to face. Equipped with such critical information, customer support representatives can tailor their responses and provide customized support to customers.

 

4. Streamline Customer Service Operations

 

When ISPs streamline their customer support operations they are more likely to get loyal customers than their competitors. As popular American business executive Mark Mason famously said, “Building smart processes to streamline the workflow can make the work easier and the results more reliable, which keeps my head above the water and my clients happy.”

 

From this quote, you can imagine the delight of customers when they experience streamlined customer support. Streamlining customer support operations not only enhances service quality but also improves agents’ productivity. It also allows ISPs to allocate resources more effectively. That’s where highly sophisticated call center software comes in extremely handy.

 

5. Deliver Proactive Service

 

“Loyalty is not a passive attribute. It requires proactive effort and constant nurturing.” The quote pretty much sums up the role proactive service plays in strengthening loyalty. If customer support representatives resolve customers’ issues proactively, won’t it lead to more satisfied and loyal customers? It surely will.

 

That’s where reliable and sophisticated call center software comes in. Equipped with state-of-the-art features, it can empower customer support representatives to deliver proactive service. Proactive service not only improves customer satisfaction but also demonstrates an ISP’s commitment to its customers.

 

6. Make Data-Driven Decisions

 

Celebrated data scientist and entrepreneur Hilary Mason was right on the mark when she said “Data is a tool for enhancing intuition.” Technology expert Vinay Raman also remarked, “Data-driven decision-making is the compass that guides the leadership team towards productivity optimization and increased profitability.”

 

Call center software provides real-time monitoring and analytics, which can enable ISPs to make data-driven decisions. ISPs can analyze a broad set of data and key performance indicators and calculate key metrics such as average call duration, average resolution time, FCR rate, customer satisfaction scores, etc.

 

Taking Everything Into Account,

 

In such a competitive landscape, customer loyalty is extremely crucial for ISPs to succeed in their business. Customer service is the backbone of ISPs and it plays a huge role in not only delighting customers but also retaining them for a long time.

 

In today’s time, when ISPs are spoilt for choice in terms of choosing the right contact center software, they must do their research and handpick the right solution that can help them build robust customer loyalty. It’s enormously critical for ISPs to look for reliable and reputable call center software providers and leverage their sophisticated technology and communication systems.