How can contact centres improve customer loyalty?

Customer loyalty refers to the deep sense of allegiance that customers develop towards a business. It is characterised by long-term relationships and a willingness to continue making purchases.

Contact centres can boost customer loyalty by delivering an outstanding customer experience and consistent level of customer service. Acquiring a new customer can cost up to five times more than retaining an existing one so building customer loyalty and an established trust by consistently delivering satisfying customer experiences is paramount.

How is customer loyalty measured in a contact centre?

Customer loyalty can be measured by a variety of KPIs, eg. CSAT, Net Promoter Score (NPS) as well as Voice of the Customer (VoC) as well as Customer Experience Analytics.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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