Jorge Noa - ContactCenterWorld.com Blog Page 2
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
A B2B appointment is extremely essential to the growth and longevity of a firm. An entrepreneur may not have enough time or resources to look personally into each aspect of client-serving to enhance his customer-base while ensuring the long-term success of the firm. In such cases, an entrepreneur has to outsource appointment setting services to grab outstanding client support services.
A business owner has another important stuff to do necessitating the hiring of an expert and skilled personnel adept at conducting successful appointment setting and generating a lead for the firm. Appointment setting call centers are thorough professional adept at handling a lot of phone calls, email messages, and other promotional activities on behalf of the firm for a day in and day out. Here are 5 reasons why Outsourcing Appointment Setting is necessary.
Unmatched Experience and Skilled Expertise: Appointment call centers are adroit at ensuring greater lead generation without compromising on the quality of services. Our proven track records and vast experience in this field make us a pioneer in the realm of Appointment Setting and client servicing.
Greater MQLs (Marketing-Qualified Lead): A recent survey by Demand Gen Report concluded that around 75% of the marketers consider lead quality as their foremost priority. It is only by initiating appropriate customer engagement tools with proper appointment setting etiquette that such goals can be accomplished. Facilitating round the clock interaction with prospective clients is another winsome strategy that experts follow for the benefit of the firm.
Sales Intelligence: Out of an excessive enthusiasm, firms often misinterpret their sales figure, CRM data, and other information. But such things are a strict no-no. Company’s sales figure is actually a mirror to its performance. It should be real and reliable. The outsource appointment setting call centers analyze each sales data and lead carefully to formulate company’s USPs and future goals accordingly in discussion with the owners, VP, and directors.
Greater B2B Lead Generation: Recent CSO Insights studies have stated that 68% of B2B companies face problems in their lead generation system. Through outsourcing, you can hire professionals that keep a tab on the latest trends and tastes about the potential clients for B2B lead generation and greater conversion rates.
Efficacy and competitiveness: A call center can transform your company’s fortune in no time following with stupendous contact and appointment setting services with path-breaking customer-centric etiquette and decorum.
Considering today’s incessant cutthroat competition all around, optimizing appointment setting has evolved out as the major concerns for business firms. It necessitates the outsourcing call center for appointment setting.
Publish Date: September 6, 2017 12:45 PM
Customer retention could be a big challenge for any business. A firm has to adopt a multipronged approach to ensure long-lasting success of a business. It has to keep its on hand clientele base happy while searching new leads.
Hiring customer retention call center services could be an apt solution to retain the existing customer-base while resolving their queries and doubts in the sincerest manner. According to a report published by CFI Group last year, 63% of the consumers admitted that first contact resolution is vital to continue with the firm. But such a response is possible only when the customer support team is highly skilled and experienced.
Outstanding IVR Support: Customers want instant services. For this the optimum utilization of the IVR facility is important. Customers don’t want to go round and round. So, a simple IVR system with prompt and straight connection to the call center executive is important.
Empathy and Courteous Behavior: Call center statistics revealed that around 79% of the consumers want direct human intervention via phone when in need. So, a good telecaller never jumps to any conclusion without carefully listening to what the customers want to say. This is the cornerstone of Call Center Outsourcing business etiquette.
Right Words at Right Time: Call center works are basically centered around one’s own ability to tackle the customer’s problems. A personal touch is necessary to keep the chat engaging and enlightening. For example; the phrases like “How may I help you or it was a pleasure talking to you” can do magic in the minds of the customers.
Proper Billing: Wrong billing could seriously piss customers off. The amount of customer’s billing should be exact and accurate. Any error in billing could hurt the faith of the customers so a firm should keep all details in the bill perfect and precise.
Employee Satisfactions: Every employee should be motivated in such a manner that he gives his 100% on duty. An employer has to motivate constantly his employees so that the latter perform outstandingly well during a live chat with customers. A survey by Microsoft has found that around 82% of the customers are ready to wait for 5-6 minutes to talk to a telecaller but anything more than that could be damaging.
Publish Date: August 31, 2017 12:58 PM
As the fortune companies outsource their services to the renowned call centers, they expect that their consumers get the best of services with timely responses. Many inbound and outbound calls are a part of Direct Response that is a part of your campaign. Direct Response call center services include customized solution to handle the company’s marketing campaign and converting the leads. Many renowned cal centers provide the services, but Grupo Noa International renders multilingual services for its client’s customers and target audiences.
Success Provided by Direct Response Service
Most of the companies have a global reach, so they outsource their requisite services to the call centers that have a multilingual support system in order to entertain their clients from various companies. The Multilingual Call Center Service also handles marketing campaign of the companies in order to provide efficient and effective services to the consumers. The reason is that companies have to concentrate on the core competencies and have to introduce some innovative techniques too.
Direct Response Call Centers should take into consideration that nearly 45% of inbound calls received by the staff from the customer’s side needs a quick response. As the customers watch the commercial of the company, they like to place the order, but it can only be possible through the usage of sound equipments. For this, the companies should take the services from the service provider like Grupo Noa International that has call spike management and provides a quick response. Each Virtual Call Center agent is responsible for converting the leads. They have retained nearly 90% of the consumers and experts in this work.
Provision of Customer Satisfaction
The main purpose for which the fortune companies outsource their call centre requirements is that they can save on the cost of equipments and can divert that much of time in developing new products. Nowadays, it has become very important for the companies to seek for the call centers that have a virtual help desk too so that no calls from the consumers are left. This will put a positive impact on the marketing campaign of the company, thereby increasing the conversion rate of full-time consumers.
Even the Multilingual Virtual Call Center Grupo Noa International has a wider reach as it handles global consumers of their client’s company. Their staff and managers are proficient in more than 29 foreign languages like Dutch, English, French, Spanish, Greek, Arabic and much more. The main advantage of outsourcing the services to multilingual call centers is that the experts can do spike call management and have the ability to up-sell the products.
Publish Date: August 2, 2017 12:31 PM
Publish Date: July 24, 2017 12:10 PM
When it comes to making decisions, business owners know that certain choices can make or break the success of a business. In order to sustain growth, a business owner often makes decisions on outsourcing certain aspects of the company such as advertising, IT, and Human Resources. In particular, recent studies show that there are several benefits to outsourcing your call centers.
1. Access to global talent
Using an outbound call centre service allows you to breathe easier knowing that the outsourcing team is professional and experienced; your team will know the most up-to-date sales methods and utilize the most recent technology. An outsourced call centre stabilizes your business; it’s always a risk to rely on one in-house team member. Sales outsourcing is arguably, the best way to boost the success of your business.
2. Lower cost, no capital expenditure
One of the most advantageous benefits to using an outsourced call center – either for inbound calls or outbound- is that it helps reduce your business expenses. There is no need to hire and train new employees, no need to rent a larger facility to accommodate a call a centre, and no need to continually spend money on equipment upgrades. Most businesses have their own peak seasons; outsourcing your call centre is a surefire way to guarantee that you will always have adequate agents to accommodate business needs.
Outsourcing your call centre is the hidden gem for opening up your target audience. By utilizing a multilingual team, your pool of potential clients widens exponentially. Using solely in-house employees limits which clients you can easily reach. By covering more turf, your company can expand its reach and drive up profits.
Every interaction with a client affects how the client views the business. Call centers have the equipment and tools to monitor and record calls; this insures a level of quality within both inbound and outbound calls.
Outsourcing an inbound call centre service is a smart way to use your time efficiently. Your team does what they do best; you do what you do best. It’s as simple as that.
6. Scalable call center
Professional call center service providers such as Grupo Noa International generally have a large team of experienced calling agents on their payroll. This is particularly helpful if you needed to scale up or down your operations on a short notice.
Whether you are a seasoned businessman or new to the playing field, consider outsourcing more than just IT and HR; outsourcing lead generation & customer service cannot be ignored, as your competitors are almost certain taking advantage of it.
Publish Date: July 17, 2017 12:03 PM
Publish Date: June 29, 2017 11:36 AM
Establishing a customer service call center for your business can be beneficial in the long run of generating more sales. The studies conducted by TNS Global says there has been a tremendous growth of 45% in the number of businesses who started call centers with an aim to improve their customer services in the last 5 years.
If you are looking forward to setting up your call center services department, this blog is for you. Many businesses get worried about the costs they have to incur in the process of setting up a call center. Read on to find out the major areas that you will be investing in this process.
Nature of Call Center:
The costs to be incurred for setting up a call center services company can be huge if you want to set it up on your office premises. If your employees are working remotely as a virtual customer support team, then you do not have to invest in the equipment and office space. For having a call center support services department in office, you have to bear the costs of hardware, equipment like chairs, desks and the future costs of maintenance and upgrades.
Internet service costs:
Studies reveal that more than 35% of call centers saw degradation in their performance due to low internet speeds. Call drops and slow internet connections will blur your brand image as it comes in the way of a good customer support. Thus, you need to set a proper budget for bandwidth and connections while ensuring top speed for uninterrupted service.
Costs of VoIP Software:
According to Neilsen & Roger Surveys, more than 90% of the call centers now run with cloud-based call center software provided by the call center process providers. Such software can be subscribed on monthly basis with the costs ranging from $50 to $300 per month. With the use of such cloud-based solutions, you can run your services just over the internet.
Employee Salaries and Benefits:
This is a vital component, which needs to be considered while framing the budget for the call center. You are responsible for giving salaries to your employees, whether they are working remotely or in the office. Besides salaries, shift allowances and health insurances are some of the hidden costs that you will need to bear.
Recent market studies show that 70% of the call centers die every year due to improper budgeting. So assess all the costs and set a right budget for your call center.
Publish Date: June 14, 2017 11:06 AM
Customer Satisfaction stays at the heart of any successful business. You have to ensure high-quality customer services, which will, in turn, generate leads for more sales. To be able to address your customers’ queries on time adds value to your customer service. According to the reports of Synovate, more than 65% customers stop purchasing products of a particular brand due to bad customer service.
Having Inbound Call Centers to attend the customer queries is an excellent way to build value for your business. Instead of setting up inbound customer service teams in your company, you can opt to have Inbound call center outsourcing as this option is cheaper and inbound call center companies can ensure professional customer service on your behalf.
Today’s customers are empowered like never before. They have a plethora of options to choose from. So keeping a customer loyal to your brand is very important. By having Inbound call centers, you can ensure that the customers get all required information about your offerings by calling up your call centers. According to TNS global, people are 10 times more likely to make purchases when they are fully informed about what they are buying.
Lead generation through mouth publicity:
The recent studies show that more than 50% people buy a product referred by a friend or colleague. Thus, you have to ensure that your customers are fully satisfied with your services so that they suggest the same product to their friends. It naturally generates leads through words of mouth.
Highly skilled call center executives:
When you outsource the inbound call center services, you can be assured of the quality of customer interactions. The agents who interact with the customers on your behalf are trained and skilled in handling such calls. Neilsen market researchers say, around 60% of the companies saw prolific results in increasing sales by outsourcing inbound call center services.
By having a dedicated inbound call center, you can ensure that you address to the customer queries at all hours of the day. According to the market experts, this not only improves the customer experience but also help you tap customers round the globe from different time zones.
More customer engagement at lower costs:
The cost of outsourcing inbound call center service comes at a lower price than having an in-house team for this. You can have agents who are trained and educated about your business objectives and can engage your customers to let them understand your offerings better.
Along with Inbound customer services, you can also opt to have Outbound call center outsourcing for your outbound call center services. The outbound call centers executives reach out to customers and help you generate sales.
Publish Date: June 6, 2017 7:49 AM
Providing customer support through call centers has become an essential requirement for businesses to excel in the highly competitive market today. However, the high set-up and maintenance costs involved in having an in-house call center often make businesses want to have outsourced call center services.
According to the market experts, 27% of the in-house call centers often experience poor performance or shut down due to improper cost management. So, these are few tips on how you can reduce the costs reasonably for your customer care call center.
Plan your workforce smartly:
A major chunk of your call center budget goes into the salaries and other benefits given to your employees. So keep controls over the number of employees working in a department. Keep the team sizes to a minimum while keeping in mind that it does not compromise with the efficiency of the team. You can also cross-train your employees in multiple technologies so that they can handle different requests on their own.
According to OFS survey reports, 60% of the consumers hesitate to avail the call center services due to the long wait to reach a live agent. Adding to that, call transfer from one department to other and the delayed resolution further frustrate the callers. So ensure that the customer care representatives are fast and skilled enough to attend a call quickly and provide instant resolution.
Investing in self-servicing technologies and automated solutions help you reduce costs significantly. Introduce self-servicing portal on your website where your customers can carry out small transactions like bill payments, registrations on their own. This saves a lot of time and costs which can be invested in other activities.
Explore new ways of communication:
Recent studies reveal that, businesses have seen 10 times more customer acquisition by leveraging digital communication channels like Facebook, Twitter and blogs. You can conduct online surveys, create customer complain pages on such social media sites and provide customer care services online.
Live Chat Support:
Current market statistics show that you can save 30% of your calling costs by setting up a live chat support group. Customers also prefer this way of communication as it is faster and can be done from anywhere. If your calling costs eat a major portion of your budget, introduce live chat facility now.
Publish Date: May 29, 2017 12:18 PM
The benefits of a customer service call center are well known for any customer-centric business. Due to the high costs and challenges involved in setting up an in-house call center, businesses head to call center outsourcing companies.
Martin Interactive market studies state that 1 out of 5 companies experience degraded customer relationships every year due to poor quality of services provided by the outsourcing call center partners. So while choosing your call center outsourcing partners, you should have these below considerations so that your brand image is not marred for your outsourced solution providers.
Best in the market:
In a predictive analysis report, McKinsey has stated that there is an expected growth of 30% in the customer satisfaction level in the next 5 years because of the reformations taking place in the outsourced call centers. So conduct a deep market survey and choose the best call center outsourcing services for your company.
There are various cloud-based technology solutions like Automatic call distribution, IVR, voice logger are available in the market now. So selecting the outsourced call center solutions that is based upon these trending technologies can be immensely helpful for your business.
The skill-set that the voice agents, at your outsourced call center, possess are very important. Studies show that companies suffer near to 20% fall in their customer retention rate due to poor communication skills of the call agents. So make sure that the outsourced service provider employs highly skilled workforce for your project.
While looking for the best solution for your customer services, you should not lose control over your budget. TNS Global reports say that, 1 out of every 3 companies quote higher than the market price for providing outsourced call center solutions. So evaluate multiple vendors’ propositions and select the most cost-effective solution partner.
You will get chances to visit the work locations of your prospective outsourcing partners before signing a contract. While you visit them, interact with their employees and assess their compatibility with the nature of your business. A great deal of your success depends on how well they blend with the visions and objectives of your company.
Publish Date: May 25, 2017 11:59 AM
Publish Date: May 16, 2017 11:52 AM
A contact center should not call its customers randomly. Some specific etiquette must be followed. A firm should hire a call center that provides Appointment setting services so that the customers could stay engaged without feeling bored.
According to SQM Group, a contact center should try to optimize its first call to a customer to save around $276,000 per year. Therefore, appointment setting call should be planned out well. A customer support executive has to keep following factors in mind before setting out an appointment call.
Be courteous and ask for the meeting:
This is the basic manner but many call center executives simply ignore it. According to The Harris Poll, 81% of the callers feel that it is frustrating to stand on queues while attending a call. Hence, call centers should call a customer when he is free.
Don’t dial your customers during lunch or dinner when setting up an appointment with a customer. The 2015 report of Global State of Multichannel Customer Service claimed that 90% of the consumers feel that a brand should offer a self-service portal where callers can easily register their grievances for scrutiny to remove the time difference confusion.
Research and Being Attentive:
Every customer support executive has to furnish right information to the callers at the right time. A calling executive cannot delay in it. In fact, Appointment Setting Call Centers should make it sure that a proper research is done before calling a customer. A customer needs to be immediately informed about the existing offers once the call gets connected. The ICMI research said that telephones handle around 68% of all call center communications so calling executive must focus towards improving his service.
The latest statistics by Gartner revealed that from this year onwards, more than 40% of the contact centers will use various modes of business strategy for expansion. Apart from phone calls, voice mails, SMS and social media will also be used to fulfill a customer’s query.
Time Lag for Appointment:
Going to a client’s place eats up a lot of time. It makes the entire appointment process a cumbersome one. Hence, the calling support agent must find out some other way of communicating with the client. As per the latest ICMI research, almost 86% of customer care centers use multi-channels for communication. So, contact centers should use phones, emails, telephones and fax more.
If you want to get excellent Outsource Appointment Setting Services. Contact Grupo Noa International’s CEO, Jorge Noa has over 20 years experience in the call center business, and over 16 years of experience in the Direct Response industry.
Publish Date: April 19, 2017 10:32 AM