Jorge Noa - ContactCenterWorld.com Blog Page 2
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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
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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