What Does Customer-Centric Approach Mean?

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At Endicott Call Centers, we utilize a customer-centric approach towards our clients to ensure a high-quality and stress-free partnership. However, what does ‘customer-centric’ mean for you and your business?

Customer-centric means many things to us, but most importantly, it means focusing on your business and you as an individual. At Endicott, our customers are the core of our business. We base our decisions and actions on the good of your company, ensuring you have a positive experience before, during, and after your service. Having customer satisfaction is the core value for all business goals. We ensure that you receive the best possible service.

It is keeping our clients happy that will determine if we will continue to have their business. We recognize that, and we know that maintaining a client is much more valuable than attracting a new customer. That is why every level of our company, from frontline staff to executive leadership, revolves around the idea that our clients’ satisfaction is the number one most important metric.

Clients As Unique Individuals

When Endicott begins working with a new client, we create a customized plan with your input and your industry in mind. We treat each client and business as an individual, rather than trying to apply a ‘cookie-cutter’ approach. This customization allows us to focus directly on your specific needs as a customer and ensures the best outcome.

Treating each client as an individual and assessing the needs and options based on business specifics gives you more control over your services. At Endicott, our goal is to provide high-quality customer care. By allowing you to make decisions and drive the relationship, we prioritize you.

We understand that how your customers are treated is essential and that Endicott agents will be acting as the face of your business. To give you control of that experience, Endicott uses fully customizable scripts that the agents use when taking your calls. You can specify things such as how they are greeted and the terminology for your products and services.

Feedback Driven Innovation

With the concept of customer-centricity in mind, Endicott Call Centers continues to expand our services and adopt new technologies based on the feedback we receive from our clients. By doing so, we stay on the cutting edge of call center innovation and strategy, all with our current clients’ needs at the forefront.

Beyond technology, feedback from our clients is the basis of our day to day policies and procedures. Learning what our clients want and need allows us to make changes that improve our clients’ overall satisfaction. When you outsource your calls to Endicott, our agents become much like your employees. They are dedicated to ensuring that your company and brand do well.

We understand that how your customers are treated is essential and that Endicott agents will be acting as the face of your business. To give you control of that experience, Endicott uses fully customizable scripts that the agents use when taking your calls. You can specify things such as how they are greeted and the terminology for your products and services.

Transparency and Quality Control

In line with our customer-centric mindset, we strive to provide transparency to our clients so that they can better understand the call center process and their accounts. By understanding how the call center process works and how their calls are processed, clients can make better decisions for their businesses.

Transparency with data is another primary concept that Endicott prioritizes. We want you to know and understand your call flow and volume. Having this data readily available can help you schedule and plan accordingly, which can save time and money.

Quality control is also vital for customer-centric relationships. Endicott offers monitoring tools that allow you to see call data and listen to the call audio at any time. Being able to monitor calls will enable you to ensure your customers are getting the level of customer service you want. It provides an opportunity to listen to calls personally if you feel you need more information about the call.

Additionally, each client is assigned an account executive to manage all communications between your business and Endicott. This approach gives you a single point of contact for any questions or concerns that you may have and allows you to build a relationship with that person. By streamlining communication, you save both time and money. You also have easy access should you have any questions or changes that need to be implemented.

 How Endicott Can Help

Endicott Call Centers is a national call center with omni-channel services. We are fully equipped to help you with your business and any special circumstances.

Request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. And, we’re happy to offer our insight into what your customers and employees seek from your company.