{"id":1628,"date":"2022-04-07T15:54:09","date_gmt":"2022-04-07T13:54:09","guid":{"rendered":"https:\/\/www.agoragroup.io\/uncategorized\/the-repairer-a-concept-specific-to-the-after-sales-call-centre\/"},"modified":"2022-04-07T15:54:10","modified_gmt":"2022-04-07T13:54:10","slug":"the-repairer-a-concept-specific-to-the-after-sales-call-centre","status":"publish","type":"post","link":"https:\/\/www.agoragroup.io\/en\/call-center-en\/the-repairer-a-concept-specific-to-the-after-sales-call-centre\/","title":{"rendered":"The repairer, a concept specific to the after-sales call centre"},"content":{"rendered":"<p><strong>The role of a call centre is becoming a central element of reputation for brands. It is increasingly difficult to find the right balance between levels of customer satisfaction and the cost of running the service. In the after-sales sector, this equation becomes even more complex with the addition of a third party: the repairer.<\/strong><\/p>\n<h3>After-sales service: from the call to the intervention<\/h3>\n<p>An efficient call centre is the result of a <strong>balance between customer satisfaction and the cost<\/strong> of running the service. Depending on the value of the service or the goods, this equation will be revised downwards or upwards, however it remains a binary relationship between a brand and the customer. The <strong>after-sales service<\/strong> adds a dimension with the <strong>intervention of a repairer<\/strong>. As a result, the call centre becomes both a place of customer satisfaction and an <strong>essential cog in the repair of the device<\/strong>. The call centre operator must be able to pass on the correct information to the repairer in order for the intervention to be efficient. In particular, for <strong>out-of-warranty<\/strong> calls, <strong>customer satisfaction<\/strong> will depend on the efficiency of the intervention.<\/p>\n<h3>The temptation of low cost: doubling costs by reducing satisfaction<\/h3>\n<p>The operating cost of a call centre will be defined by <strong>three criteria<\/strong>:<\/p>\n<ul>\n<li>the location<\/li>\n<li>the training of operators<\/li>\n<li>the importance of turn-over<\/li>\n<\/ul>\n<p>It is therefore important to make informed choices from the outset when setting up a call centre. By favouring a <strong>low-cost outsourcing strategy,<\/strong> certain budget items can be reduced in the first instance. However, <strong>the quality of the information<\/strong> transmitted to the repairer <strong>may be deteriorated.<\/strong> In this case, <strong>the repairer will have to call the consumer back<\/strong> or make several visits to the consumer&#8217;s home to make up for the lack of information. This aspect must be taken into account in the equation, as well as that of <strong>declining customer satisfaction.<\/strong> This may ultimately impact the <strong>brand image.<\/strong> In the case of an outsourcing strategy, the solution remains to train the repairers well and to integrate this dimension into the budget.<\/p>\n<h3>The winning strategy: transforming your call centre into a high-performance customer relations tool<\/h3>\n<p><a href=\"https:\/\/faire-reparer.fr\/\"><strong>The future of after-sales service lies in reparability.<\/strong><\/a> We are going to see a <strong>strong growth in out-of-warranty interventions.<\/strong> Competition is preparing to <strong>win the hearts of consumers.<\/strong> In the face of this upscaling, manufacturers who have already put in place <strong>loyalty strategies<\/strong> will be able to make the most of the situation. The key to success therefore lies in the <strong>quality of the call centre<\/strong> <a href=\"https:\/\/www.agoragroup.io\/data\/fabricant-quelles-solutions-de-business-intelligence-pour-optimiser-votre-sav\/\">(read our article on optimising your after-sales service)<\/a> and in its <strong>follow-up.<\/strong> The analysis of all the metrics, from the call to the resolution of the malfunction, makes it possible to improve the call centre and to correct any obstacles or bottlenecks. <a href=\"https:\/\/www.agoragroup.io\/notre-expertise-sav\/business-intelligence\/\"><strong>By correlating the call centre and repair statistics<\/strong>,<\/a> it is possible to clearly identify <strong>the level of customer satisfaction.<\/strong> Thus, the call centre becomes <strong>a centre of profit and return on investment. <\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The role of a call centre is becoming a central element of reputation for brands. It is increasingly difficult to [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":1621,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[76],"tags":[],"class_list":["post-1628","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.13 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The repairer, a concept specific to the after-sales call centre - Agoragroup<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.agoragroup.io\/en\/call-center-en\/the-repairer-a-concept-specific-to-the-after-sales-call-centre\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The repairer, a concept specific to the after-sales call centre - Agoragroup\" \/>\n<meta property=\"og:description\" content=\"The role of a call centre is becoming a central element of reputation for brands. 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