Jorge Noa - ContactCenterWorld.com Blog
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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
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
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