Studies suggest that customer loyalty is determined by the quality of service the customer receives, and not necessarily by the cost of the product or service.
This being the case, perhaps you’ve decided to strive for the best customer service team ever. You’re committed to investing top dollar to find the best customer service team, willing to buy them the best IVR technology, train them, and fight for these KPIs that the customer service industry has agreed upon.
If so, great job! However, in some industries you’ll quickly discover that having the best team, 24/7, might cost more than your business model will allow.
On top of that, how can you ensure that your customer service team does what it needs to do in order to make your customers happy? How can you make sure that calls are answered quickly and resolved the first time ?