Globalteleforce - ContactCenterWorld.com Blog
In the telecommunications and internet service industry, technical support – whether outsourced or kept in-house is a service level department that has a high attrition rate and a rocky solutions delivery as customers that are needing tech support often encounter issues ranging from hardware, firmware, network and setup factors.
As companies and department advisors use a schematic flowchart to diagnose and ultimately solve technical support issues, customers are given a streamlined yet predictive experience basing on the A, B or AB manual. At times, it is an experience based on grind as both customers and the technical support specialist leave no stone turned on their session.
Customer experience that prompt the need for technical support when it comes to subscribed services are fueled by malfunctions or issues stemming hardware to condition based variables that affect the quality of service.
One platform that technical support departments are arming themselves with through in-house integration or outsourced solutions via providers is helping in the way of cutting down the time to come up with the precise diagnosis and case resolution. It is the Knowledge Base platform that is either a software of a cloud application that stores product knowledge, technical manuals, common faults and the common issues encountered in a database.
The knowledge base platform can help support the schematic troubleshooting routine by giving precise information basing on issues drawn from hardware, software, firmware and their operational compatibility where technical support agents are drawing information or data as the session happens.
Overtime, a knowledge base platform will accumulate the common and technical issues basing on the service as new products are introduced where new issues will arise with its corresponding solutions or fixes.
A Knowledge Base platform will help your business retain customers by offering the ability to deliver knowledge by way of information drawn with the corresponding solutions as a solicitation. Some of the benefits are:
- Increasing Productivity
A technical support team will improve its productivity by dramatically cutting down the time it takes to offer up a solution or fix. Therefore, your team can service more customers needing tech support.
- Increase Team Work Proposition
As a knowledge base platform is a shared resource to maintain, manage and update, the department is given the chance to better work as a cohesive unit by passing on information and critical fixes within a streamlined setup that is rehearsed using simulation drills. From the knowledge solicitors to the team leads down to the technical support agents with various levels, it enhances collaboration and enforces base knowledge.
- Archive and Utilize Forefront Knowledge
A knowledge base platform will store accumulated data and product information based on the older models and progressively into the new units. It allows technical support teams to have access to years of solutions in a streamlined approach.
- Pass Product Data to Other Departments
A knowledge base platform is not exclusive to the technical support department. Rather, it can be used by other departments such as sales and marketing in order to promote product knowledge as a way to further enrich employee engagement within the products offered.
- Competitive Advantages
Your products and service specifications are not the only ones that can populate and be archived with the knowledge base software. Your competitors’ defects and troubles can also be documented for future reference where the accumulated competitor knowledge can be leveraged for cross-selling or targeted marketing.
When it comes to the outsource technical support service level, Global TeleForce offers technical support agents that operate within a knowledge base platform to help businesses succeed when it comes to customer retention through tech support. To get started call AU 1300 77 88 62 or PH +63 917 5680402 | +63 917 5166897 or email us at: email@example.com
Publish Date: January 11, 2018 5:00 AM
The premise of technology has changed the very landscape of commerce. When it comes to the traditional business to customer relationship, the model remains the same in principle but further enhanced by platforms such as Customer Relationship Management (CRM) systems that stores important customer details and the most important customer to business interactions.
CRM defines the relationship and further enhances customer experience with its knowledge capacity to notify and launch several instances of two-way interactions with the customers. These interactions could be about requests for general information, sales support, customer help desk, customer complaints and technical questions.
With CRM, it manages customer expectations basing on date and the need to follow up or address the past queries. This meaningful capacity to remember customer interaction envelopes a deeper level of commitment by the business to track all the events in which customer have interacted with the business.
When it comes to customer service, CRM helps enhance its overall capabilities basing on the following factors:
- Keep Pace with Customers
Today’s customer discovery for brands or services are no longer limited to print, word of mouth and traditional media. Online channels such as search engines, social, network referrals and digital advertising all allow to jumpstart the initial customer journey. With a CRM, we can segment and run numbers on each discovery point in order to gauge marketing performance and layer such data with promotions.
- Improve Customer Experience
The concept of CRM was created in order to serve customers by having a platform to manage, store and embed customer data basing on recorded interactions and customer complaints. With a CRM, customer experience is given a platform to fine tune the process by allowing each interaction to be given statistical value and be subject for information backed decision making that will reshape the customer experience map.
- Timely Follow ups
CRM allows for important customer interaction dates to be set. For each follow up or courtesy call, customer matters needing immediate attention or key dates of customer subscription maturity, CRM creates notification in order to inform us of the key dates needed to be addressed. With a growing customer base, human memory and its manual process like notes and service boards will not scale up. With CRM, it helps bridge the gap that allows action through timely notifications.
- Meaningful Interactions
Often, the little things matter in a relationship as thoughtfulness becomes the measure for commitment, customer relationships become more meaningful with the CRM’s capability to take note and remember important customer engagement scenarios ranging from date of signup, service history and attributes. By recalling and having the ability to seamlessly bridge and build upon each customer engagement scenarios, the customer relationship enters a deeper significance and thus, having a more meaningful basis.
- Deliver on Customer Expectations
Defining customer expectations has its nuances where companies often enforce their sales agenda over customer expectations based on actual or factual wants. In defining real customer needs or wants, the customer journey is given an audit in order to come up with a conscious brand decision to cater to customer wants. With CRM, it tracks scenarios such as product feedback and product ratings in order for us to have both statistical and data evidence of the accumulated customer wants.
- Being a Responsive and Attentive Brand
Recording each customer interaction and its drawn variables alluding to service needed and actions provided is a historical basis in defining a personalized interaction with each customer. With a CRM in tow, your team is armed with notification functionality and customer data handling that speeds up response time when it comes to providing customer service or customer support. CRM cuts down time on customer data digging being passed on from the record keeper to the agent as it gives first-hand access to the customer service department.
When planning for an outsourced customer service model with a contact centre provider, CRM greatly enhances your customer service ability as you intake a proven methodology and the technology that scales with today’s modern customers. To know more about our customer service outsourcing, call us today AU 1300 77 88 62 or email us firstname.lastname@example.org.
Publish Date: January 9, 2018 5:00 AM
Inbound sales accounts are traditionally viewed as the campaign with a much easier orientation compared to outbound sales accounts. Unlike outbound sales, inbound sales is the setup where the customers are the ones contacting you and that initiates the sales call.
However, Inbound sales accounts are much more demanding in the sense where there is a much greater focus on the rate of conversion. When it comes to the volume of sales calls received versus the drop-offs – where the sales representative fails to make a sale, these are situations that can be quantified through the use of numbers.
In the objective of converting more and trying to infuse value that is geared for customer loyalty, numbers do tell the story – only when we quantify these numbers into statistics that support a situation or tendency that verifies our assumption. These assumptions are often based on the “gut-feeling” of a sales person’s instinctive trait when it comes to making a sale. Through numbers and statistics, the old adage or sales beliefs are best given credence when verified under proven data to back up the claim.
Enter Analytics and Business Intelligence where even inbound sales account types are getting the benefit in the form of both insight and data driven actions that help further refine our rates of conversion. Both analytics and Business Intelligence are designed to be integrated as the essential backbone of sales teams that are the ones receiving sales calls from potential customers.
Currently, here are the scenarios where Analytics and Business Intelligence are bolstering the performance of inbound sales campaigns:
- Convert More Inbound Sales Calls – Inbound sales campaigns are considered a short funnel where interaction is expected to be based on a customer calling and the sales representative answering. But even on a simpler model, sales drop-offs or “failing to make the sale” scenarios are inevitable. As drop-offs are part of the experience, data being derived from those failure scenarios become valuable where analytics or the business intelligence platform actively compiles, quantifies and draws strong data correlations basing on customer behavior and the prevailing variables attributed on why the sales call did not push thru.
By continuously gathering data, we are gaining insight on recurring factors that hinder the sale. By taking action on such data driven scenarios and comparing benchmarks for improvement, we are able to refine our sales call further, therefore we are positioning ourselves.
- Pass Data to Marketing – Data and statistics derived from either analytics or business intelligence when it comes to inbound sales campaigns are not exclusive to the sales team to use. These data and statistics can be passed to the marketing and sales support teams for them to discover the meaningful correlation of sales to marketing and sales to customer support. When properly mapped, sales data help bridge the customer journey.
- Improve Campaign Performance Moving Forward – As sales data and statistics are put to good use and archived under a proactive measurement of trends and visualization, this becomes a part of historical reporting which can be used to compare present and past performances. In between, we discover the variables that helped sales excel past their expected performance.
- Improve Customer Journey – Data and statistics within the sales campaign is not just limited to improving the sales performance of the department. Rather, the data can also be used to map the customer journey from acquisition, lifecycle and re-engagement. The data derived from the customer part can be used to improve the overall customer experience, therefore bolstering the business reputation and creating more meaningful relationships.
While many view inbound sales campaigns as a much easier venture compared to outbound sales campaigns that involve cold calling to create opportunities, it is easy to get complacent and rely on the recommended routine to satisfy sales quotas. In a competitive industry such as retail or telecommunications, inbound sales campaigns are in need of technology such as analytics and business intelligence in order to pilot a program that is geared for success and constant improvement as the campaign moves forward.
When it comes to outsourcing inbound sales teams, companies should look for providers that are progressive in its methodology and offers the most value to the business or brand. Global TeleForce has over six years of experience in the sales arena and our data-driven veteran sales team all operate under an analytics / business intelligence program in order to help you win your market. This way, we guarantee results to our clients and partners when it comes to outsourcing.
To know more about our inbound sales program, contact us today AU +1300 77 88 62 or PH +63 917 5680402 | +63 917 5166897 or email us at: email@example.com
Publish Date: January 5, 2018 5:00 AM
As technology succeeds one after the other and modern commerce are shaped by customers, sales remain constant as it is the lifeblood of any enterprise. A good sales person strives to refine his or her knowledge of customer behavior and take grasp of the selling arena in order to keep up with the sales performance needed by the business. It is the same situation applied to sales teams where skills and instincts are no longer enough in this day and age to win the market.
Embedded technology for sales such as Analytics and Business Intelligence are now considered as essentials rather than an accessory for sales teams. More often in the future, it is the difference between success when it comes to exceeding sales targets and floundering in the dark in chasing unattainable goals.
Sales targets, no matter how ambitious -- are often rationalized and given weight with the proper insight on how to achieve it. This is where platforms such as analytics and business intelligence are utilized to quantify both success and failure as factors into variables with a definite statistical yield.
Let’s define and distinguish the difference of Analytics and Business Intelligence:
Analytics – is the practice of iteration, methodical exploration of an organization's data such as sales, with an emphasis on statistical analysis. Business analytics is used by companies committed to data-driven decision-making on fields such as sales.
Business Intelligence - is a process driven by technology for analyzing data and presenting actionable information to help executives, sales managers and other key decision makers make informed business decisions out of quantifiable evidence.
Below are factors how Analytics and Business Intelligence as components or centralized platforms to launch on are changing the sales arena.
- More Sales to the Existing Customer Base – It is widely believed that selling to an existing customer is harder than selling to a new customer. With analytics in play, quantifiable data out of customer preference, interaction with the product and dependency are crunched into actionable scenario that sets off notifications on when to approach an existing customer for an upgraded sales proposition.
- Better Sales Support as a Service – Customers are most likely to buy when they see the benefit of a product other despite not within their immediate need. Through key figures basing on customer tendencies on a product and mapped customer journey post-acquisition, sales persons can propose the sale as a form of support to upgrade the sales proposition from “need” to “essentiality”.
- Data Driven Sales Decisions – Whether you’re selling beyond expectation or underperforming from expectation, the traditional sales savvy professional will just bear through the trend and redeploy his or her skills as a second wind. Modern sales teams today are equipped with data and information basing on tendencies leading to the pre-sales path and the lost opportunities path. One’s skill has limitations and the natural “sales instinct” adage is no longer sufficient today as quantifiable data is proving old sales methodologies wrong.
- Change in the Reporting Methodology – The advent of Business Intelligence has also changed the perception of sales people on reports as there are less contention on the figures or statistics yielded. Today, sales people are more inclined to knowing how their sales numbers fare on several sales approaches when it comes to the sales funnel. This includes tendencies that set off sales pathways and drop-offs. When it comes to the integrity of reporting, analytics help establish the grounds of trust when it comes to reporting.
- Better Sales Support – Analytics and Business Intelligence are more than just end-reporting generated for sales people, it can also help bridge marketing efforts in achieving a true “sales & marketing” alignment that help dramatically improve the overall performance of each department. Much more, figures from analytics that are crunched and visually styled for department comprehension can be a force for improving key performance benchmarks of departments from sales to customer support.
Skill and experience for each member of the sales teams still matter as the technology of Analytics and Business Intelligence are based to bolster their performance through quantifiable data that is derived from the field personnel and how prospects are reacting whether they fall into the pre-sales or missed opportunities categories. The idea is that data driven decisions based on key insight will help improve individual and team sales performance.
When it comes to outbound sales outsourcing where a business places their trust in a contact centre provider to help bolster sales while maintaining the brand’s market integrity, a solutions provider such as Global TeleForce utilizes sales analytics and business intelligence to maintain performance and exceed sales targets through the statistical maturation of the campaign. That way, we make informed sales decisions to further improve the campaign.
To know more about our outsourced sales services, call us today AU +1300 77 88 62 or PH +63 917 5680402 | +63 917 5166897 or email us firstname.lastname@example.org.
Publish Date: January 3, 2018 5:00 AM
'Tis the season to be prepared.
The holidays are coming up! Is your customer service ready for the incoming stress and exhaustion? These are the days when businesses are the busiest, making them experience mishaps along the way. These disastrous moments—such as the consistent influx of angry and demanding customers, orders an, even misunderstandings—often lead to longer deliveries and tempers rising.
There is no doubt that your employees already face demanding or angry customers, but what if it becomes double or triple? To prepare your employees, here are awesome customer support tips that you'll need this holiday season.
1. Spreading Positivity All Around
The holidays are stressful. To counter this is having positivity in you. Positivity is contagious. And by having this can have influence in the customer experience. Even though customers don't see your employees, they are sensitive to your choice of words and tone. If words and voice are happy and perky, this will help create an enthusiastic interaction. It influences the customer think the same way and foster trust between employee and customer.
2. Be Honest
Christmas is a busy time. Your customer support should be able to become honest with your customers. Over-promising can definitely create high hopes for your customers. And under-delivering it will definitely affect the customer’s impression and trust with the business. Customers understand that Christmas time is a busy time; they know that you're handling a lot of customers as well. That’s why you should be transparent at every stage of the process so that customers will understand the situation better.
3. Lend Your Ears
Customer service is the assistance you provide to customers. This means that your customer support should know how to listen to your customers’ woes. They should be responsible enough to listen and come up with solutions that are helpful. If your employees are not trained to these stressful situations, then complaints will surely come their way. Don't forget to train your support for them to be equipped with the necessary skills to be prepared.
Happy employees mean happy customers. If your customer service knows how to provide the best experience, customer conversion will become a breeze. They should be trained and have the needed skill set, patience, and quick thinking for them to come up with straight-to-the-point solutions, especially during the festive season.
At Global TeleForce, we train agents to have a positive approach in every situation. Positivity is important in every interaction since it influences a customer. If interested to outsource customer support from us, especially during the holiday season, call us at 1300 77 88 62 or email email@example.com for a free consultation.
Publish Date: December 21, 2017 5:00 AM
We all make mistakes and we should learn from it.
Stories of bad customer service are all around. It is always used as examples by experts for people to learn—especially beginners. The story may revolve around that bad-tempered receptionist or the agent who lacked training and so on. If you're thinking that this isn't real, better think again.
For the holiday season, the way you provide service should change for the better. Holidays are the days wherein the workload is the heaviest. Finding the right talent from your recruitment or to outsource customer service is hard. Even with all your effort, there is no doubt you're thinking of lowering standards. But what can do? Don't worry; there are ways on how to ramp up on how you deliver service to your customers.
1. Always Plan on How to Convert Customers
Your employees are the ones making an effort. Better make sure to teach them to step up and make an effort during the holidays. But don't forget to reward them, too. For them, the holiday season is the season of exhaustion and stress. So, reward them to keep them motivated in continuously delivering a positive experience to customers.
2. Provide Helpful Feedback
You're the employer; therefore, you should provide for your employees. Give them feedback and motivation to make them happy. Positive reinforcement and recognition are important to employees. This serves as one of their secret ingredients in order to work better and happier. Remember, happy customers are equivalent to happy customers. A happy employee can create a friendly atmosphere, thus giving them the power to influence a customer experience and making it awesome.
3. Learn to accept
There are times when you need to accept that nothing works. Always teach your employees to always exhaust all options and solutions before giving up. Remind them to always give their best shot and try their hardest. However, if things get really tough, tell them to escalate the problem to people who specialize in these cases. This may dampen their feelings; however, you should team them to not take it personally.
Step up and take responsibility for your customer's experience this holiday season. Do your best so your employees follow your lead. Also, don't be afraid to search for talent or to outsource customer service in order to provide the best experience efficiently, especially this holiday season. For businesses who're thinking about outsourcing, Global TeleForce can help. We are a call centre outsourcing company that can tailor employee solutions to any business. Call us at 1300 77 88 62 or email firstname.lastname@example.org for more information.
Publish Date: December 11, 2017 5:00 AM
Some think that the customer experience ends when a customer finally makes a purchase. Actually, it’s only a part of it. The customer journey is a long adventure that includes every interaction made by a customer to a business and or a business to a customer, meaning this includes a customer's experience after the purchase.
But this doesn't assure you that everything will be smooth sailing since they made the purchase. There are other factors that can drive customers away, and one of these is having poor customer support. We all know that products and services can go wrong at times and that's when customer support comes in. But, if you can't deliver great customer support, then say goodbye to customer retention. There are many ways in solving this. In this article, we will focus on digital content and how it can help boost your customer support platform.
1. Create Customer-centric content
Always think about your customers so that your content is easy to understand. Not all customers can understand jargons or technical words. Creating content with technical words can frustrate customers, thus losing their interest. In making content, make sure the content is simple and straightforward enough for them to understand. This helps in promoting a positive customer experience for them.
To help you to create content, make sure to do your research. Find out what your customers commonly ask and make sure the answers are easy to find. Never assume information about your customers. This will only ruin your data collection and content creation.
2. Have content interaction options
Customers have their own preferences when it comes to content. Some want in-depth information; some want the opposite; then, some want videos. No matter what their preference is, better make sure to find a way to fulfil all of these. Creating options for customers for them to choose gives them the freedom to have their own experience.
In line with this, also make sure your website is optimised in order to cater to a wider audience. Customers want a flawless experience no matter what platform they are using.
3. Always test and optimise
Not everything is perfect the first time around. That is why you will need to do further testing of your content to know if it is effective or not. You can use different tests to know how effective your content is, such as User Experience (UX) and A/B Testing. Data gathered from these tests will help you figure out what and where it went wrong, thus helping you figure out and understand the revisions to be done.
Nowadays, it is important to provide the best customer experience. And digital marketing can help improve your customer support. We should change the way we think about digital marketing since this strategy doesn't only help attract customers, but also help in fostering relationships and making it long-term.
Excellent customer support should be provided to achieve wonderful customer experience and foster trust between business and customer. And Global TeleForce has the solution for this. With our call centre outsourcing, our trained and skilled staffs have the experience to provide only the best experience even after purchase with less the operational cost. For enquiries, contact 1300 77 88 62 or email email@example.com and get a FREE consultation.
Publish Date: November 23, 2017 5:00 AM
There are many factors to consider in knowing what a good business it. Innovation has greatly influenced businesses to dive into digital technology in order to connect with their customers. On the other hand, customers know how to find and get what they're looking for. This goes to show that a good business does not only offer wonderful products and services, but also customer experience (CX).
The better CX you offer to customers, the more will come back. Customers remember every point of interaction in the customer journey. This means that every little wrong move you make can affect their viewpoint on the business. According to a research by Forrester Research, 90 per cent of customer experience decision makers claim that a good experience is vital to the success they have now. Be part of the 90 per cent and improve your customer experience with these key resolutions for 2018.
1. Always think of CX
CX is not just there for show; it really has use and impact. And if you don't provide a good one, then there is no use in praying that customers will stay. No matter how new or old your employees are, always make sure to make them take into their hearts that they should provide a wonderful customer experience every time.
Making an impression and effort in every point of interaction is important since it can affect the whole customer journey—this also includes the experience after the purchase.
2. Establish relationships
There’s nothing wrong with checking up on your customers if they want something. Speaking and asking—in a professional way—about their concerns and problems can help you know which solution best fits them. Not only that, having knowledge about your customers can help you know them better and learn how to anticipate their needs.
Customers are one of the things that make your business grow. Establish relationships with them along the way to develop trust. Moreover, this will give you an idea of how you can provide personalised services to create a positive experience for them.
3. Don't rush on hiring talent
No matter how great your products and services are, if your employees lack the skill and motivation to provide the best customer experience then this will make things difficult. As a business owner, you should know how to take care of your employees as well. They are the ones who face customers every single day, so they better get the treatment they deserve. Happy employees are equivalent to happy customers. So, the more happy customers you have, all the more they’ll come back.
A business should know how to take care of their customers and employees. By doing this can help the company provide the best customer experience, which gives them the advantage over their competitors. For businesses who are finding a hard time in looking for the right talent, Global TeleForce offers call centre outsourcing services that are reliable and trusted. Our staff knows how to take care of customers and work efficiently in order to produce positive results for the business. Contact us at 1300 77 88 62 or email us at firstname.lastname@example.org for more information.
Publish Date: November 22, 2017 5:00 AM
The Philippines has already been considered a hot spot for different businesses from around the world, and it still continues to do so. According to Malaya, president of the Contact Center Association of the Philippines (CCAP) Benedict Hernandez explained that the archipelago is continuing to lead in the information technology and business process management (IT-BPM) industry. Hernandez added that even though there are difficulties when it comes to automation, the call centre sector has still been the source of growth in the industry.
Not only that, he cited notable figures during the press briefing: first is that there will be an additional 73,000 jobs in the sector every year, which will have a jump on the number of workers from 751,000 in 2016 to 1.2 million workers in 2022; the second is the growth in revenue, which is expected to be 8 per cent every year that is from $12.8 billion in 2016 to $20 billion in six years. The mentioned large figures have already considered the job losses that may happen due to the challenges of automation.
“Net, there will be growth, we are not going to decline, nor stand still,” said Hernandez as quoted by Malaya.
Meanwhile, Hernandez said the industry has evolved, from mid-range to complex jobs, and is now able to accommodate more backend work, such as human resource, finance, and accounting, procurement and marketing. Currently, healthcare, telecommunication, insurance, and pharmaceutical are being seen as the largest growth.
The Philippines has been considered one of the best places for the IT-BPM industry. It has been crowned as one of the best places to outsource. To hand out figures, the country is expected to grow from 12.7 percent in 2016 to 15.5 percent in 2022.
“We — the Philippines and India — still dominate the (outsourcing industry). We have owned the large piece of market and we invest continuously to maintain the dominance,” Hernandez said as quoted by Malaya.
The country has catered to different businesses from investors worldwide and is continuing to do so. Now with the rise of automation and digital technology, more investors have been looking at the Philippines to start a new venture or open a new branch and starting outsourcing. Recruitment may take some time and it is longer if going to start in a new country, but there is no need to worry as Global TeleForce offers cost-effective contact centre outsourcing solutions for different industries to help them grow, work efficiently and deliver awesome customer service. Contact at 1300 77 88 62 or email email@example.com for more information.
Publish Date: November 13, 2017 5:00 AM
Customer service is created to help customers with their problems and questions. It is the highlight of every business, making sure that their customer service is better than their competitor's. However, there are instances when customer service is the one who scare customers away. Are you one of those businesses who are part of the scarecrows of customer service? Don't let this happen to your business.
Everyone has their own pet peeves. Don't wait for customers to realize they have the right to walk away from the business. Watch out for these ways how your customer service is SCARING away your customers.
Placing customers in the waiting line
There will always be a time when customers will need to wait. We all know that they understand that. Unfortunately, there is a limit for everything. Not all customers can wait that long.
Oftentimes, customers leave when:
- They wait longer than the expected time given to them
- There is no specified waiting time before they get assisted
- When the people who came after them gets noticed or served first
Manpower is often blamed in these given situations. However, this can be lessened if customer service representatives are able to provide the necessary solutions needed quickly. This is the responsibility of the company to provide the needed training for their agents to become more experienced in handling different types of customers.
Customers can't or find it hard to contact customer support
We all know that time can't be bought with money and it definitely waits for no one. So, when customer support answers common questions from customers over and over again, we all think that this is time-consuming. Customer service representatives often find it frustrating to answer common questions that can be found on the FAQ page of the business and it has been taking up more time that it should.
Despite this frustration, these agents are still required to answer every question thrown at them. Well, that is because customer's time is precious too. Moreover, the business needs the attention of the customer since a point of interaction and sale starts from here. Customers want support from a real person over the phone, not some robot who says the same script over and over again. That is why customer support should have the patience and understanding in order to serve customers better, no matter how annoying or irritating they are.
Not going beyond what is expected
Businesses always make promises to customers, and customer service representatives should be able to fulfil it. But, those promises are just the start in delivering the best customer service in town. Customer expectations, no matter how high it is, should always be exceeded by customer service representatives in terms of service.
Customers know when they are not properly taken care of. Once they get the idea that they being left out and not being noticed, then you have to say goodbye soon or later.
If you want to have loyal customers, make sure to be engaging and have that wow factor to keep them impressed and happy all together. Not only will this keep them from coming back, this can also make them refer the business to their friends or loved ones, helping the business get more customers and grow along the way without using money on advertising.
Customer service is an essential part of a business. So, if not done right, customers will have to resort in leaving the business in no time. Don't scare away customers by pushing their buttons accidentally—which is worse than doing it on purpose. Know the pet peeves and reasons why customers leave and not coming back. Finding out the reasons may be time-consuming and training agents to deliver awesome customer service can be costly, but this is where contact centre outsourcing can help since agents are already trained on what they will need to do in order to keep customers engaged and satisfied.
Publish Date: October 30, 2017 5:00 AM
Different call centres have their own approach in calling customers. Some prefer to stick with a script or template, while some don't. Actually, the answer lies in between the two lines. Why? Since there are scenarios wherein a script is inapplicable; therefore, you will need to improvise and create a personalised approach or use a script.
Even though some feedback says that having a script is like talking to a robot, but having no script at all is not really the answer to have a boost in sales. As mentioned above that the answer lies between the two; it is the fine line that divides a script and impromptu conversations. This means that the answer is a script that can be used in any given situation; a loose group of words that will not be regarded as a robotic format, but at the same time a planned approach.
In making a script, you should keep in mind two things: who's on the other side of the line and when is the time you will speak with them. Before doing so, the sales team should already have an idea regarding the prospects and customers. Information is needed in order to know how to approach a customer. And here are a set of questions for you to come up an effective telesales script:
- The reason why they will need what you're selling
- Is this the first time speaking to this customer?
- What’s your advantage compared to others?
After knowing the key elements, it is now time to have an outline for the script. On the first part, you should be able to get the attention of the other person on the line. Getting their interest is important since this is when you’ll know when they’re willing to listen. Truth be told, this is a challenge for the sales team. But, the sales team should find ways on how to steer the conversation since they will only have a short amount of time to turn things around.
However, this is just the start of the battle. After passing on the stage, this is the moment to ask further. Don't shy away from asking questions for you to have an idea on what their needs are. This will definitely help you know which solution fits their problem.
Lastly, once you think you have gained control of the conversation, it is time to end the call. Congratulations if you were able to convert them on the first try, but, if not, you should have a backup plan prepared. Don't be discouraged if the answer is still 'no' since your back up plan is to schedule a follow-up. Having this backup plan can help you get back on track and have a second chance of converting that prospect into a customer.
Having a script is essential for call centres since this serves as their guide on how to speak with prospects and customer. But there are times when a script is not applicable for a number of customers think of scripts as boring and robotic. That is why when looking for a contact centre outsourcing, you should be able to find a company who has agents that are flexible enough to adjust on using and not using a script but can still be engaging to make prospects convert into customers.
Image Credit: Briantracy.com
Publish Date: October 13, 2017 5:00 AM
Customer experience is one of the major factors that can affect a customer's point of view on a business. And a part of this is customer service. Contact centres are an important part of a business because of the role they perform. Every day, contact centres get calls from customers in need of assistance in their problems with the hopes of it getting fixed.
But according to CX Guru Blake Morgan, contact centres are not the ones who get to interact with customers. Saying that customer service "play an important part in the overall customer experience," Morgan clarifies that the whole company is the whole contact centre. This means that what actually shapes customer experience within companies is the company itself and not only the contact centre.
Come to think about it, there are many platforms wherein a business can interact with a customer. Some do it through phone calls and chat, while other interactions are personal connections, such as when a customer comes into a store and an employee interacts. Morgan explains that customers can come in contact with a company through different touchpoints all throughout the customer journey.
Customers are more likely to come out of a store with a smiling face and great experience because the employees of the store were interactive, helpful and can be easily approached, while the shop is clean and organised. Same goes for an online shopping website. If the customer support is easy to talk to and the online store is organised, easy to navigate and is web responsive, then customers would likely to buy products and would highly recommend your business to others.
There are times when a customer won't contact the contact centre, but most of them will likely have a chance to interact with the business as they purchase a service or a brand. With this, you have a lot of opportunities to reflect on your customer service and overall performance.
Better make sure that your business' employees know by heart your mission and vision for them to fully deliver what is needed to be done. And as for contact centres, there are trusted companies who offer contact centre outsourcing with a team that is trained and dedicated to delivering great customer service and make customers happy in all interactions possible, thus helping to improve your customer experience and the business since its cost-effective.
Publish Date: October 6, 2017 5:00 AM
Let's admit it; we are all guilty of some common mistakes that we see other people commit. At the back of our heads, we always repeat the words: "been there, done that", while consoling ourselves that we should just move on and learn from it. Even though there are numerous brainstorming sessions done, various tests conducted, and feedback taken, there will always be a margin of error.
Mistakes, no matter how big or small it is, are expensive. It can affect the company in many ways. Take customer service for example. A lot of companies are having a hard time on how to deliver seamless, exceptional customer service, thus making mistakes in this department. But, what are the reasons why customer service departments are failing in companies anyway?
1. Failing to understand customer’s emotions
Understanding your customers is a part of customer service. If you can't understand them, then you will have a hard time knowing how to help them with their problems. Remember, customer service is a part of the customer experience. Not providing the best customer service can affect your customer experience. For customers, the experience they had will become a memory, whether good or bad. If their memory is a positive one, expect to have referrals along the way.
2. Not having a customer-based approach
Imitation is rampant. Almost every company does it. Even though this strategy doesn't do much harm to a reputation of a company, it can affect a customer. How? If you become ignorant of your customers while imitating, then you'll just imitate strategies that won't work on any of your niche markets. Definitely a waste of money, time and effort. Before making any decisions, always think of your customers since you are there to get their attention and help them in their needs.
3. Not organising information
With all the platforms that can be accessed to get information, companies are easily getting all the data they need. From the name, age, gender, up to the living lifestyle of a customer, they can clearly identify the demographics of their niche market. However, with all the information available, companies often get buried in information. What's worse is that they are finding a hard time in implementing the data gathered. Before making any plans and decisions, make sure to organise all the information to help employees understand your target market. Customer service representatives would definitely need this information for them to be able to provide a personalised experience for troubled customers.
Customer service is an essential part of the business. It is a part of customer experience and can greatly affect how a customer sees businesses. It is unfortunate that there are a number of companies who are confused with this. For companies who are finding a hard time finding the right customer service team, a reliable contact centre outsourcing can help in helping companies deliver better customer service, thus getting positive attention and more customers.
Publish Date: October 5, 2017 5:00 AM
Technical support serves a vital role in a business. Their role is to troubleshoot, give advice and help customers with their hardware or software problems. They are also the ones who make sure that operations run smoothly and there are working cybersecurity and data protection.
As technology continues to grow, more businesses are now opting to embrace things outside their comfort zone. They are now investing in IT infrastructure, personnel and other technological advancements that can help them provide 24-hour technical support. Moreover, there are always trends that appear and give them an advantage if done right. All of this can cost money, and some businesses are quite tight on their earnings. So, that is why some choose to outsource their technical support. But, if you’re hesitant about getting one, here are the pros and cons when you outsource your technical support team.
Cost-effective and cost-efficient
Hiring employees through outsourcing is undeniably cheaper and faster than finding a new employee using different hiring methods.
Why? This is way cheaper since you won't need to worry about office spaces and equipment. You also won’t need to worry about giving them the traditional salary in-house employees get. On the other hand, outsourcing is faster since you can just contact an outsourcing company and they’ll do the rest based on your employee requirements.
Access to new talents
Outsourcing is the same as hiring a new employee, but this time around, you can get as many as you needed through outsourcing companies. Not only that, the process is cheaper and faster than finding recruits on your own.
Getting employees from outsourced companies is also great since it gives you access to new talents in different areas. Take for example an office in Australia outsourced staff from the Philippines. With this, you will have new talents that have the potential to make your business grow.
Moreover, outsourced employees already have the knowledge and skill set of a particular position, meaning they already know what they're doing and will only need to be briefed regarding branding and company ethics. Also, having a trained team with you will help you work efficiently since you can now handle a lot of work than before at an efficient pace with better results.
This is a given since your outsourced employees are not in your office, meaning they can be found in a different state or a different country. Having communication problems can create many setbacks that will gravely affect your projects and business. Make sure to find an outsourcing company that has the same native language as yours and understands your culture to avoid unnecessary commotions and mishaps.
Hard to control
Having outsourced employees has its own risks that needed to be addressed, and one of this is an oversight on a regular basis. Before having these issues to come your way, make sure to create a set of guidelines or procedures for your outsourced team to follow in order to promote an organised and efficient workflow.
Having over five years of experience in providing technical support for businesses in Australia, Global TeleForce completely understands the ins and outs of the industry and is proud to say that our technical support outsourcing services is top-notch since our specialty is telecommunications technical support with our NBN ready teams.
To get started with your new team of technical support, contact us at 1300 77 88 62 or email us on firstname.lastname@example.org for general enquiries and email@example.com for a quotation.
Publish Date: October 4, 2017 5:00 AM
Social media has been around for decades. As technology evolved, social media came along with it. From computers to mobile devices, social media is being widely used in our everyday lives. In the Philippine setting, the time being spent by Filipinos is 3.2 hours per day on mobile, while 5.2 hours on desktop and tablet per day. And within these hours of internet browsing, the top online activities Filipinos do is social media, which is an average of 4.17 hours a day in 2016.
Imagine a world where in a number of potential clients are from the 47.13 million people who are active internet users and 48 million active social media users. That would really boost your business' return of investments and visibility.
However, even within the given figures, social media is commonly seen as an interactive tool for people to keep in touch; it only revolves around communicating with someone in lieu of snail mail or landline calls. But, that is not the case since even unlikely corporate businesses such as legal firms can start using social media for client lead generation.
In adopting social media for your legal firm, you will need to consider the "social" part of social media. As mentioned earlier, social media is known to be mainly interaction of people in a casual setting, but you can still take the “casual ones” to a corporate setting even though there are platforms perfect for that such as LinkedIn and Google+. Better know which social media platform your target audience is mainly using for you to have an easier grip on which to use to reach them.
After knowing which social media platforms they are using, make sure you understand how each platform works. An example is you can search for people through Facebook, Google+ or LinkedIn, while posting regular updates on Twitter and Instagram to reach another set of audience to a different platform while abiding the branding regulations on these social media platforms (140 characters for Twitter, while more visuals for Instagram). This will make it easier on what type of posts can be done in order to reach your target market; especially you need to be interesting and engaging to make them interested in your services.
There are many ways on how you can take advantage of the uses of social media at your disposal. You can create updates, blog articles and topics revolving around legal and promote it through your social media. And since you have established a social media account with relevant and constant updates along with a link to your website, awareness about you and your services can start circling around the World Wide Web and people’s mouths, thus attracting new clients and building new relationships with them.
Establishing an online presence is hard from the start, especially with all the social media platforms available for use. But, having experts to help you on your way up can help in making your presence bigger and interesting to your potential clients. Global TeleForce has an expert team that knows the ins and outs of lead generation. They are trained and are full of determination and dedication in providing solid leads possible.
Other legal process outsourcing services—such as accounting & bookkeeping, legal coding support, litigation support services, and more—are also available at Global TeleForce, along with office spaces in the Philippines that can be rented. To get started with Legal Process Outsourcing, contact Global TeleForce today at 1300 77 88 62 or email firstname.lastname@example.org.
Publish Date: October 2, 2017 5:00 AM