Jorge Noa - ContactCenterWorld.com Blog
Publish Date: March 30, 2018 11:18 AM
Customer service surveys have shown time and again that businesses which provide a phone number to call them on are trusted more. With the outsourcing of call centers becoming easier and more affordable.
Grupo Noa International has been in the business of providing inbound & outbound call center service for businesses since 2007. They have experienced calling agents in over 29 countries, which can enable you to create a customer center business very quickly and at an affordable cost. The process to get your own multilingual call center is easy now, why not get in touch at Grupo Noa International?
For better understanding you can click on below link and watch our video:
How To Outsource A Call Center?
Publish Date: March 19, 2018 10:14 AM
Every time a customer speaks to a customer service staff representing a certain firm, the courtesy and professional ethics of the contact center spokesperson create immense impact in the minds of the customers.
In reality, such things woo the customers a lot and win their hearts instantly too. The recent call center survey has found that 81% of the current companies prefer American call center because of their utmost professionalism and expert telecommunication skills.
A call center is largely guided by the kind of scripts that it uses for its day-to-day operation. These days, setting up a call center office is quite easy. The business owner will have to outsource his business strategy to a US call center for the apt handling of such calls and grievances from the customers as well as managing general business-related enquires.
Equipping Necessary Call Center Items: A call center generally has to keep up-to-date calling devices for its day-to-day operation. A recent market survey claims that 99% of the customers are likely to continue a discussion with customers using appropriate calling devices.
Well-experienced and skilled employees: The primary advantage of outsourcing a company’s contact support work to a US based call center services is high skills and experience level of the American contact center employees. Their conversion rate is good and quickly converts a random call into sales.
Persuasive and Convincing: According to one call center survey, 93% of the customers are likely to buy a product when a telecaller talks positively and sweetly to them while acquainting them with the company’s new products and services. To be frank, calling etiquette and convincing power matter a lot in customer support services.
Garnering Quality Leads: It is the most important aspect of American Call Center Outsourcing. These contact centers do thorough research before any outbound calls. Thus, any leads that the firm receives through contact centers have a greater chance of sales conversion than others do.
While running a business, contact center services should be separate from normal business deals. The 2016 market survey says that 83% of the companies have already outsourced their contact services to teleagents for better administration.
Publish Date: March 9, 2018 12:28 PM
The 2014 survey on the consumer survey has found that 74% of customers are likely to buy from a contact center that is proficient in their domestic language. On the contrary, when customers find it difficult to explain their problems in their own native language then they rescind the phone calls immediately in the midst of a live talk with virtual call centers.
Multilingual Contact Centers are Winning Hearts
Several new businesses have mushroomed in the last few years. Interestingly, these business enterprises have never kept them limited to any geographical boundaries or language barriers. For this very purpose, business owners and entrepreneurs outsourced their multilingual customer service to meet the demand of the clients and consumers alike.
The ICMI survey has recently pointed out that 58.4% of consumers feel loyal to the brand when the latter initiates dialogue in customer’s native language via multilingual call centers and highly skilled staffs. Once the customers put their faith in the firm, then it could really do wonder for the firm’s credibility and goodwill.
Multilingual Call Centers Understand Customer’s Psychology Better
Customers, by nature, wish to speak in their local language to English. During a live interaction with consumers, it is essential for the firm to talk to customers in their own language. It paves the way for an amicable conversation without any possibility of miscommunication. Even a slight fall in customer’s expectation could be detrimental to the company’s overall prospect.
The new statistics say that 50% of consumers are likely to forsake a brand if the latter fails to address their concerns. So, a company has to anticipate in advance the customers’ actual requirement and problems during a live chat itself. A company may not be by itself adept at such things. That’s the primary reason why they prefer outsourcing customer support services for astute handling of consumer’s grievances and issues. Another crucial advantage of a contact center is its 24-hour availability. Around 75% of consumers believe that it is critical to offer the right services to customers at the right time.
Publish Date: February 23, 2018 12:59 PM
Call Centers have increased in number in the recent times as most of the companies outsource their work to them in order to solve consumer problems. Some of the companies have their own call center outlets to look after the grievances of the consumers. However, it is seen that the employees working over there may not be an expert in the concerned area. Here, the call center may feel a need to get the Subject Matter Experts or SME’s for helping the employees. They assist the consumers in the complicated problems they are facing over a particular product or service.
Why SME’s need a Call Center?
It is seen that the advanced technologies are used while operating a call center and most of the outsourcing agencies have well-established centers for providing consumer services. The high profile call centers like Grupo Noa International use virtual global network in their center and provide consumer services in native language or the multilingual call center services. In order to resolve customer grievances, the call center has a team of SME’s that can help in a better way. Here are some of the reasons that tell why these subject matter experts need a call center:
Requirement of Expensive Equipments
The equipments and integrated software used by the call centers are quite expensive that a single SME or a business especially the small size cannot afford. In this situation, it becomes necessary to get the services from the call center.
Managing of various departments
A single person is not an expert in all the fields as there are versatile departments that need to be managed while running a business. For this purpose, the SME’s can take the services of established call centers like Grupo Noa International. This type of call centers help in retaining company’s customers as the staff effectively handle 68% calls. Even the company has almost retained over 90% of consumers for the respective client companies with best communication.
Focus on Research and Development
The SME’s need to focus on the innovative research and development processes instead of attending the calls of the consumers that are sometimes unrelated to their field. Out of most of the inbound calls, nearly 76% calls are completed efficiently.
Lastly, it is one of the best decisions to get the services of the call center for carrying out the business work. Even the SME’s can concentrate well in their field and the call center staff can do the unrelated work in an effective way.
Therefore, the start-ups or the multinational corporations can get the services from Grupo Noa International that is rendering seamless services to its clients.
Publish Date: February 16, 2018 12:43 PM
Call center outsourcing is a common norm as a call center helps in sales outsourcing in a myriad of ways. If you are an entrepreneur, you must have known how a call center attracts increased sales volume and thus helps a business to flourish without spending a fortune on advertising and marketing campaigns. However, let us discuss and understand the top five ways by which a call center helps in sales outsourcing.
1. Rightly addressed the customer’s needs
A call center agent is a trained professional. He or she addressed the customer’s need accurately via exceptional communication and critical thinking skills. With a comprehensive understanding of the fact, that customers may have unique needs, he or she communicates effectively with a customer even if the customer behavior is rude or unfriendly.
2. Capture the attention of the audience
In a call center, much emphasis is on capturing the attention of the audience quickly by using various techniques. One commonly used method is using the IVR recordings to inform them and to create curiosity about more products or services offered by a company. An experienced call center agent never fails to make the most of the on-hold time by using these recordings because as per the statistics, an approximate 9% customers feel most frustrated due to waiting on hold.
3. Do up selling and cross selling
Today, a call center agent leverages technological advances to do up selling and cross selling. It has a positive impact on a business due to a boost in sale figures. He or she effortlessly sells a better product version and additional products that eventually result in more client satisfaction.
4. Give post call follow up service
Sometimes, post call follow up becomes important to suggest products or services that are directly or remotely related to the product or service that a customer has already purchased from a company. A trained call center agent does the same and contributes to more sales.
5. Nurture relationships with potential buyers
You must have noticed that even small businesses are now inclined to Business Process Outsourcing and one of the reasons behind the same is the ability of call center agents to nurture relationships with potential or existing buyers or customers. This results in customer loyalty and better sales performance. No wonder, according to 60% call centers, rendering a consistent customer experience is a top priority.
If you are thinking to avail quality sales outsourcing services, please get in touch with Grupo Noa International at +1 (888) 718-3077. The company is renowned as a provider of virtual call center services at the most competitive rates.
Publish Date: February 2, 2018 12:28 PM
Publish Date: December 26, 2017 12:55 PM
Publish Date: December 19, 2017 9:01 AM
Starting a business enterprise is always a tough and unpredictable journey. However, the journey can become fruitful by opting for call center outsourcing. The call center streamlines the entire business process and strategy in no time offering maximum relief to the owner.
According to the survey report by Peppers and Rogers Group, 81% of the companies who deliver exceptional customer services tends to outperform their competitions. So, each company has to start thinking about strengthening its customer services from day one itself.
No additional Accommodation Require: The biggest advantage of outsource customer support services is the non-requirement of extra spaces for customer care operation. The outsourced agents manage everything from a remote location and their computer devices keeping the entrepreneur stay aloof from unnecessary customer management issues.
Managing lots of Customer Service Enquiries: The latest survey from Zendesk claimed that 40% customers started buying from a competitor on account of better consumer assistance. It becomes onus for the call center to handle many of consumer’s queries without fail. Such customer-centric model ensures that all customers’ queries are addressed to on time and resolved soon.
Emergency Support and Help: Only an expert contact-service provider can offer emergency customer call center services. Issues like power outages, erratic rainfall, and breakdown of network infrastructure may vehemently affect the company.
In such cases, outsourced call center handles situations professionally without letting your business suffer. Around 75% of the customers are likely to become loyal to a firm that offers round the clock online and telephonic assistance to them even in times of natural disasters and emergency type situations.
Quality Enhancement Process: Following the quality enhancement process at one’s own business firm is a difficult task. Contrarily, call centers providing customer support services find it relatively easier to follow the appropriate metrics to know the level of quality improvement at the contact center.
Quality of service at call centers matters a lot. According to Right Now sources, 86% of the customers are ever ready to pay a greater price to get quality services from call centers. So, continuous enhancement of the level of quality at a call center is extremely important if the firm wants to stay ahead of the rest. To know more about call center services or business process outsourcing, please fill up get a quote form and we will contact you shortly.
Publish Date: December 11, 2017 12:37 PM
Publish Date: November 16, 2017 12:24 PM
Publish Date: November 8, 2017 9:03 AM
Publish Date: October 24, 2017 8:15 AM
Publish Date: October 9, 2017 12:47 PM
Every call is important at a call center. Each call needs to be attended with full dedication and sincerity. However, it is also important that a firm shouldn’t waste a lot of its time and energy towards useless calls. The Direct Response Call Center Outsourcing is the latest strategy by which a company tacitly works its sales strategy without aggrieving any callers.
There are several ways to optimize a Call Center for Direct Response to give better services to customers. Customers don’t have enough time; their queries need to be resolved then and there. Any dilly-dally in customer support service could be risky. Accenture stated in its report that around 89% of the customers usually churn out due to delayed customer support services.
Training Sessions: Imparting monthly and regular training classes to customer service representatives are extremely important. Starting from reviewing the existing customer care strategy to grasping telecaller’s idea on how to improve the same further – professional training is highly significant in Direct Response Industry like the contact centers.
Dedicated Outsourced Team: In the world of customer support and services, nothing works more outstandingly than having a team of experienced executives at your disposal. A dedicated call center executive works solely for your company to the best of its abilities with an attempt to provide a direct response to customers about the company’s products or services.
Ask for Frequent Reports: It is the responsibility of the firm to ask for regularly weekly or monthly report from its telecalling agent from time to time regarding the results of all calls made. Once the company works out the success rate of those calls then it became comparatively easier to initiate a newer business strategy accordingly.
An Efficient Call Center: A call center should be accessible 24×7. This ensures smoother and more effective customer support service. Telecalling executives work hard towards maintaining the standard and putting an organization’s interest to the front.
Goals and Incentives: Every call center should be assigned with a particular goal at the beginning of every month. Once the goal is met the contact center should be offered appropriate incentives and monetary rewards as morale boosters.
Publish Date: October 3, 2017 10:44 AM
Publish Date: September 14, 2017 11:25 AM