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Jorge Noa - ContactCenterWorld.com Blog
Publish Date: August 24, 2018 8:19 AM
Lead generation is the most vital element of call center services. An entrepreneur does not have enough time to meet all clients personally and explain them about the company’s newly launched products and applicable after-sale-service. Wow, marketing survey quoted that 52% will not interact with a brand due to band mobile experience.
That is when the lead generation services, and appointment setting functions of call centers assume primary importance. By facilitating a free flow of information from the firm to clients, such contact centers create a best rapport and augment the firm’s credibility as well. According to Walker, 86% of the customers are ready to buy high-priced products that come with better customer service quality.
Benefits of Lead Generation by Contact Center
New Business & Different Challenges: Usually, customer refrain from buying products from new companies. However, by contact center outsourcing, a company can easily leverage its promotional campaigns and garner a better response from the customers too.
The Gartner’s 2017 customer survey statistics say that 50% of the companies are likely to focus more on improving their consumer service by 2018 as the business competitions are increasing rapidly these days.
Quality Leads: Many often, firms have to deal with the time-passers and window shoppers. This is real, sometimes, depressing and frustrating as well. By opting for call center outsourcing an entrepreneur can avoid such clients. The contact center usually brings quality leads only and that too after initial shortlisting and telephonic conversation.
The use of latest technical tools and calling equipment: A firm has to offer outstanding call quality to customers. Since entrepreneurs are usually busy towards managing financial resources of the firm, so they might be unaware of the emerging trend in customer services.
Contrarily, the lead generation call center will make the best use of advanced calling devices to ensure that there is no ‘miscommunication’ while talking to prospects.
According to Accenture, 89% of customers get infuriated, as they have to repeat same things to contact center in case of need. Instead, an experienced outsourced firm can offer better service to them by maintaining IVR and call records in chronological order in their system software.
Useful Tips and Advice: Call center firms are proficient in skillful inbound customer support services. They can offer some extremely beneficial to the entrepreneurs on how to popularize the brand by offering outstanding customer support.
Publish Date: July 6, 2018 12:44 PM
Call centers are essential for every business. No matter, whether a business firm deals in FMCG products or software services, offering timely services to customers matters a lot. In the context of Spanish call center outsourcing, a firm certainly needs an expert call center consultant that can provide multilingual contact center services.
The latest research study says that the US is one of the most diversified countries with 80% of the foreign-born Americans speaks in a language other than English. Contrarily, Spain is a homogenous country, and its people are proficient in Spanish. Therefore, customers wish to talk to a Spanish call center directly whenever they face any problem.
Superior Knowledge of Telecallers: For a business enterprise wishing to promote its business in Spain, outsourcing the service to a Spain based call center is an apt decision. These contact centers have apt knowledge of customer services and offering astute solutions to them. Recent statistics claimed that 86% of contact centers in Europe and other places have non-English speaking customers. Instead, they prefer to speak French, Spanish, German, etc.
Personal Essence during Live Interaction: During an interaction with customers, a contact center will have to offer a personalized touch and service to them. It will create a big impact in the mind of the customers and create a longstanding relationship with them.
Shouldering Marketing Responsibility: The call center in Spain often undertakes the marketing activities of a firm generating an excellent ROI. So, whenever a business firm wants to expand its business in Spain then outsourcing is a good idea. Phone still constitutes 73% of the total of lead generation techniques applied by firms in the US. And call centers are expert at offering appropriate guidance over the telephone to customers.
Experience and Quick Conversion of Leads: The Spain call center and other contact centers use sophisticated calling devices from time to time to offer outstanding customer support services to their clients. As many as around 35% of the telecalling agents are highly skilled and multi talented across voice engagement channels. They are also adept at converting a lead into a certain prospect.
Every entrepreneur wishes to get the best and outstanding clientele support through call centers. Therefore, making a right choice of the contact center in Spain is essential to get the dual advantage of outstanding support and multilingual assistance as well.
Publish Date: May 4, 2018 1:41 PM
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