Jorge Noa - ContactCenterWorld.com Blog
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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
Growing number of businesses all over the world finds it tough to attend to their expanding customer base. It becomes essential to answer queries of each customer in a timely manner. Therefore, businesses now trust more on services of inbound call center agents who are trained to do the task diligently. This holds true for almost any type of business because of the benefits, inbound call center services offer to a business. So, let us have a look at the things that make an inbound call center significant in any business.
Enhances brand value
Get in touch with a reputed inbound call center company, and it will definitely enhance your brand value via its exemplary services. The market is fiercely competitive globally. If you want to sustain the competition, it becomes necessary to create a brand value as people have a high recall value for well-known brands. Agents in a reputed call center company, trained to greet every customer in a professional manner, make sure to create a good impression on their callers, i.e. customers and enhance the brand value manifold times. Moreover, they now make use of latest technology like around 62% implement IVR and 50% implement chat solutions.
Delight existing customers
Agents in an inbound call center delight the customers by prompt answers of customer queries and some even suggest add-on products or services! So, one of the significance of an inbound call center also lies in the fact that it helps in keeping your customers happy. After all, happy customers mean greater customer retention and more sales.
Improves customer loyalty
It is a known fact that sellers have to spend more to attract new customers than the existing ones. This makes having a good customer loyalty crucial for business success. Inbound call center solutions not only ensure the same but also improve it to a considerable extent. According to some statistics, problem resolution of a customer via a single call is likely to improve customer loyalty and only 1% customers are likely to get in touch with your competitor. Agents successfully create a bond with the customers. As a result, customers are likely to stay more loyal to the brand or business.
Publish Date: April 12, 2017 6:58 AM
The world has become a global village now. Customers across the world can purchase any product directly through online shopping. In the case of any query, he can instantly dial a virtual call center agent to get a solution to it.
However, language barriers still exist. Offering Multilanguage support to the callers is extremely important in such cases. The Pew Research Center’s Internet and American Life Project claim that around 58% of the Americans do online research before buying a product.
Customers prefer dialing a Multilingual Call Center for various queries. The call center staff is well-qualified and skilled at handling multiple calls in several languages. The contact center also installs high-quality calling software for the smooth functioning of the contact center.
Less Cost: Setting up a multilingual call center costs quite lesser in comparison to other call centers.
Skilled Manpower: Recruitment of capable staff could be a big responsibility for a business firm. However, he can stay relieved from such trouble by outsourcing his call center operation to a multilingual virtual call center. A recent survey has revealed that around 80% of the callers wish to talk to the experienced contact center executives only.
Flexibility: These contact centers are far more flexible in carrying out day-to-day calling operation. Whether your company receives 1000 calls in a day or just 500 calls, these calling executives ensure that all the calls are attended diligently. According to American customer service company Zendesk, 82% of the callers stopped dialing a contact center because of bad customer service.
Different Time Zone: In the absence of a proper contact center, it will be really difficult for the customers to talk to the contact center at a specific time. These calling agents are well versed with the international timing and facilitate easy communication with international callers at convenient timings. The calling executives easily attend around 70% of the calls without forwarding them to the contact center supervisors.
Speech Analytics: These call centers help the calling executive to identify in advance, what the caller wants to speak to the agent. The software lets the calling executive talk to the customers accordingly in a well-behaved manner.
If you also want to avail quality virtual call center services, please get in touch with Grupo Noa International.
Publish Date: February 27, 2017 12:06 PM
The magnitude of the success of your business is directly related to the service you provide at your call center. Earlier, setting up a contact center was a cumbersome process as it involved lots of bucks. But now you can easily set up a customer service center by installing the latest technology.
SQM Group has recently stated that a call center that successfully utilizes the first call from a customer saves around $276,000 a year. It is true because you will not have to dial a satisfied customer repeatedly. However, an entrepreneur has to follow these tips before floating his own call center company.
Use of Technology:
In the recently conducted Harris Poll, 81% of the customers feel frustrated to stand in queues. Hence, a call center must install the latest software to freely interact with multiple customers simultaneously.
Good Behavior and Manners:
An entrepreneur must train right behavior and skills in its employees. Customer support employees are the backbone of any call center, therefore, they must behave properly while talking to the customers.
Time Zone Difference:
A customer support executive must dial his callers at an appropriate time. The ideal solution is to keep the service open 24-hours a day. The Global State of Multi channel Customer Service 2015 report claimed that 90% of the callers feel self-service customer portal is a good idea. You should also open such a type of portal linked to your website to promptly solve customer’s query in no time.
Sometimes, customer support executives converse in an improper manner with the callers. This must be avoided. The ICMI research stated that around 68% of all communications take place via telephone. So, support agents must speak humbly to the customers. Speech analytics software helps the calling agent to know in advance what the caller wants to say. You must keep this software installed in the system.
Social Media Presence:
More than 40% of the contact centers will have to offer the latest call center services using several media such as email, telephone, SMS and social media. Since most consumers are registered with one or two social networking sites, hence communicating with your customers using social media platforms is an apt idea. Thus, a new customer care center should also do the same while providing its call center solutions. Moreover, the social media presence enhances credibility and goodwill of the firm.
Publish Date: January 31, 2017 9:25 AM
Gone are the days when marketing professionals remain busy in cold calling, trade shows, and a host of other activities that now no more yield desirable results. In the 21st century, companies make frequent use of blogs, search engine optimization techniques, videos, social media and much more to promote and sell their products or services.
This is inbound marketing, which is more about attracting buyers. It is essentially a buyer-centric process instead of a traditional client-centric process of marketing. So, an inbound sale is a process in which instead of cold calling like in traditional marketing, buyers contact you to get more information about the products or services you are offering as a company. Big companies often have a dedicated inbound call center to handle the high-volume of inbound calls in an effective manner.
However, it is not that only big size companies can leverage the power of inbound sales process as with the right tools, even if you have a small-sized company, it is possible to implement inbound sales and reap the benefits. There are companies that offer inbound call center outsourcing services, which mean you do not have to do any staff hiring and customers are still accessible round the clock. Inbound sales have the capacity to give better outcomes to the companies and outperform the performance of your competitors who take the services of outbound call centers for implementing the outbound sales methodology.
Benefits of Inbound Sales Methodology
There are several benefits of inbound sales methodology if executed properly and these are the following ones:
- An above average returns on investment if the economy is good or even bad
- Attracts happier customers, delight them and ensure customer loyalty
- Happy customers write positive reviews that attract more people who read the same over the web
- High customer retention rate as existing buyers prefer to do repeat buying
- No need to lure potential buyers by giving deep discounts
- Collection of critical data in a short time
If you are giving a thought to embrace the strategy of inbound sales to sell your products or services, please contact Grupo Noa International, which is a global provider of virtual call center services at the most cost-effective rates. Call at +1 (888) 718-3077 or drop a mail at email@example.com to get more details. The company also offers quality multilingual customer services and much more.
Publish Date: January 9, 2017 11:23 AM
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