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Customer retention is an important part of the call center functions.

Customer retention involves ensuring that a customer becomes a consistent purchaser and eventually turns into a loyal client. Customers’ retention is especially important for small and growing businesses as they cannot offer to lose any customers.

Additionally, retaining customers is more cost-effective than investing in new promotional activities in order to attract new customers.

Along with providing a positive experience on the first contact, call center executives also engage in follow-calls in order to monitor the experience of customers and solve any issues that might have arrived with regards to the product or services.