{"id":1858,"date":"2015-12-01T11:06:00","date_gmt":"2015-12-01T12:06:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-12-01T11:06:00","modified_gmt":"2015-12-01T12:06:00","slug":"beware-callers-getting-defensive-about-selling-tactics","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/beware-callers-getting-defensive-about-selling-tactics\/","title":{"rendered":"Beware: Callers Are Becoming Defensive About Sales Tactics"},"content":{"rendered":"

Beware: Callers Are Becoming Defensive About Sales Tactics<\/h2>\n

December 1, 2015<\/p>\n

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This past summer, the International Customer Management Institute (ICMI) and inContact, a cloud-based call center innovator, surveyed call center leaders, asking them the same set of questions they had posed to consumers in an earlier study. The results were, to say the least, startling, and those results have now been made public.<\/p>\n

In a new report, \u201cSmarter Service for the Connected Customer<\/a>\u201d, the findings show that what contact center leaders believe about their business and customers\u2019 perceptions of those same beliefs differ widely.<\/p>\n

For example, it appears that customers perceive call centers as being more interested in selling than in providing service. When both sides were asked whether they believed contact centers put more effort into selling, 80 percent of customers said \u201cyes,\u201d while only 12 percent of contact centers agreed.<\/p>\n

It was also noted that poor service can have a huge financial impact on the bottom line. When managers were asked if they thought customers might leave after a bad call center experience, only 19 percent said yes. But when asked the same question, a staggering 80 percent of customers said they would, in fact, take their business elsewhere. But that\u2019s not just some random finding.<\/p>\n

A recent infographic from the Temkin Group highlighted a number of key areas where a poor experience can hurt the bottom line, including the following:<\/p>\n