Advent of Social Media with Customer Care and Call Center Services

Customers have had increasing power over large companies because their opinions and perception matter a lot. The advent of social media has opened many avenues that previously limited the risk of individual customer perception from destroying large scale company reputation. Call center service providers now have to increasingly monitor corporate social media as well because large scale corporate social media cannot be handled without help from professional social media tools and services.

Call Center Outsourcing services have always been very important in standardizing masses of corporate customer and client calls inflow and out flow. Large companies have thousands of calls that can have almost the same concerns that which be answered by dedicated and professional outsourced agents at lower rates. This does not ask for any additional capital and self-hiring requirements.

The advent of social media is also a means for the customers to interact upon customer service. The new generation, especially the teenagers now do not need to call up the company or any call center service representative for help if they have a problem reading and understanding the product user manual. They can just log on to YouTube and search out “how to videos” and look up all the problems by themselves. These helpful online resources are not specifically provided by the company and random users can contribute.

However the down side of it all is from negative customer reviews. Postings on websites like blogs, facebook or twitter are searchable and permanent. There are always some unhappy customers with any company and if the voice of those few unhappy customers is magnified to a huge extent it can easily tarnish the image that the company tries so hard to create with years of good customer service and care. Furthermore some customers can just randomly post any complain on any social media without reaching any call center service representative or helpline first with complain.

It is a strong responsibility that has to be realized by companies before it is too late. Companies that do not learn to catch up with this tide of modernity might as well be lost in it. Social media needs to be embraced as an opportunity before it becomes a problem that is necessity.

There are social media solutions that call center outsourcing services can provide. Anyone that comments on the company`s facebook page for example can be replied back through a dedicated call center representative or be called directly if necessary.

Lastly these means can cut costs by a great amount. Repetitive queries can be answered to future customers by social messages posted by the previous customers; therefore the cost of more call traffic is cut. The problems left for call center service to solve would actually then be only regarding real and new problems that can give companies only more important, low mass and quality customer feedback that can easily improve business as well. Social Media poses its threats, challenges and responsibilities but it can overall provide wonderful businesses opportunities for business branding and cost cutting.