Call Center Tidbits

Companies are realizing that the utilization of social media networks is a good thing for their companies. This communication technology helps companies quickly and inexpensively respond to customer comments and complaints, thus easing the load in many cases on the call center.

As an example, by being connected to either Facebook or Twitter if an unhappy customer writes a complaint about the company’s products or services, a company representative can quickly address and respond to the situation.  This is good for the the company and the customer. Companies need to know what and how customers think if they are to be competitive and thrive.

This is also a way to keep consumers aware of new products, special promotions and so on. It is instantaneous. Cuts down the costs of direct mail, traditional advertising and email campaigns (that may not get read). People who have subscribed to your social network are interestd in your company and what you have to say.

Here are a couple of examples of the power of these social networks according to an article in USA Today Online Edition June 29:

• Dell has sold $2 million plus worth of PC’s on Twitter since 2007 (725,000 followers)
• Starbucks is using Twitter, Facebook and other social media for product ideas and feedback (3 million plus followers)
• Dunkin Donuts uses Facebook to complement advertising and email to inform its 825,000 fans of promotions

So does this mean with these networks becoming popular that call centers will become extinct. The answer is “no”. There are still many that rely on phone communication and want to speak to a live person.  What some experts believe is these new types of communications avenues will actually help bring back more call center jobs to the U.S.