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Globalteleforce - ContactCenterWorld.com Blog Page 3

Page: 1 | 2 | 3

How to Craft Your Unique Customer Experience Strategy

Want to make customers your come back for more? The answer is simple, provide great customer experience.

Now what is customer experience, you ask? It is actually a product of an interaction between a customer and entity during the duration of their business relationship. There are various interactions that can produce customer experience, whether good or bad, which include awareness, discovery, cultivation, advocacy, purchases, and services.

Great customer service can be hard to achieve, but once the right strategies have been applied, positive results will help the entity grow into something better. Take note that customers who had a positive experience in the business' products and services are more likely to become frequent and loyal. In simpler terms, your happy customers stay loyal to your products and services. But how does one can achieve such wonderful results? Discussed below are ways on how to craft your own unique customer experience strategy.

1. Come up with a customer experience vision

The first thing that you must do is to establish a customer-focused strategy that you can easily explain to your employees. A way to achieve this is to create a set of statements that will be viewed and treated as guiding principles. Once these “guidelines” are established, the performance and actions of the employees will be positively affected. Every employee should know these “guidelines” by heart so that it can be incorporated into every stage of training and development they will undergo.   

                                                                                                                            

2. Have a better understanding of you customers

Once the guidelines are established, it is time to take the next step and this to use the guidelines in real interactions with customers, especially for customer support agents and teams. If you want your employees to be able to understand your niche market, you should be able to know how to connect and empathise with them in situations that they are currently facing. Garnering the trust of customers is an essential step in converting them into loyal customers.

3. Grab customer feedback

Getting feedback is one way of knowing how customers feel about your products and services. It is important to know customer feedback, especially to a specific customer support agent, to know how each member of the team is contributing to the success of the business. You can get data from surveys that can be delivered and answered through email or calls. Another way of getting feedback is making outbound calls to customers.

Customer experience is essential for it may help the business come up with customer-focused strategies that will help the entity grow and offer more. This majorly applies so contact centre outsourcing since they should come up with guidelines to follow for their agents can incorporate in their everyday work as they are talking to customers and help the business grow.

Source: http://globalteleforce.com/blog/how-to-craft-your-unique-customer-experience-strategy

Publish Date: April 17, 2017


Global TeleForce Celebrates Five Years of Contact Centre Operations

3rd of April 2017 Bonifacio Global City, Taguig, Philippines – Global TeleForce Ltd., a contact center solutions provider operating in the Philippines and a corporate management headquarters located in Pascoe Vale South VIC, Australia, is celebrating its fifth year anniversary of operations in the Business Process Outsourcing (BPO) industry.

Half a Decade of Operations

Global TeleForce Ltd. started its operations in 2012 as a contact centre provider with a telecommunications company in Australia with outsourcing solutions spanning inbound & outbound sales and customer service & support. Being a new and player in the BPO and offshore industry, Global TeleForce has maintained its strategic approach to businesses through a streamlined methodology involving market intelligence, process management, business process and strategic integration of the company’s core range of services and personnel to the client’s business value chain.

 In managing risks and setting achievable outcomes in the outsourcing provider and client relationship detailed across operations, the company maintains its strategic integration and sourcing in responding to real time business needs with flexible resource allocation, managerial chain of focus and quantifiable insights gained from operational data. Actionable insight is a means for adapting to the changing business climate and consumer behavior where both the outsourcing provider and its account must crunch data, deliberate on responses and create contingencies. In this structured approach, ideal results are achieved.

“We were a new player across industry giants back then,” said Hitesh Parekh, Director of Global TeleForce Ltd. “As a newcomer in the dynamic BPO industry here in the Philippines, we believed that competition is good and presents an opportunity to distinguish our outsourcing service platform.”

“What we maintain as a company are the traditional values of entering partnerships where accountability, transparency and responsibility are at the core principle of the operations. In advocating these timeless values as a guiding principle, we offer a strategic approach in our client acquisition practice,” Hitesh added.

“In our strategic approach, we incorporate the equation of both perceived business needs over the relative actual business needs in determining your outsourcing needs. This is what starts our integration framework as an outsourcing provider.”

Expansion of Services

One of the company’s strengths is being responsive to the changing business times and real time needs of client accounts. With the outsourcing industry demanding both providers and component managers to constantly innovate or lose its value per dollar, Global TeleForce expands its service platform with a key range of digital services that were being heavily sought by businesses. These digital services include: full website support and hosting engine, server management and maintenance, VoIP and SIP services, custom web and software solutions as well as creative services ranging from media and print. Other digital services as part of the expansion were digital marketing and lead generation.

With the expanded digital services under Global TeleForce Ltd, the company introduced its sister company, Global WebForce Ltd, now known as one of Australia’s innovators in delivering website solutions.

The management of Global TeleForce accounts for over 20 years of telecommunications and offshoring operations. With a proven track record of measurable business return of investments (ROI) that have sustained the company and helped nurture accounts in the years that followed.

Going Strong

Global TeleForce Ltd’s Director, Hitesh Parekh is the company’s mentor and business leader. He is known to be a “hands on” manager that places emphasis on improving individual performance that help comprise a productive department. As one of the company’s mentors, his protégé in good management include Angela Sunga, the company’s director of operations in the country. Angela is joined by Operations Manager Miguel Dela Rosa in driving the company forward through product development, clientele management and constant innovation of key processes, Global TeleForce Ltd. are committed to improving its service delivery in the succeeding years.

In the Next Five Years

The year 2017 is a groundbreaking year for Global TeleForce Ltd., as the company has undergone a corporate restructuring and consolidation of its outsourcing service platform that will now be operating under Ezy Outsourcing Hub. The corporate entity, Ezy Outsourcing Hub was registered successfully this year and has succeeded in reforming the entities Global TeleForce Ltd and Global WebForce Ltd under its corporate account. This restructure was deemed necessary for the company in expanding its outsourcing and offshoring service platform while maintaining its current service delivery -- with room for further innovation.

With Global TeleForce Ltd now under Ezy Outsourcing Hub, the current clientele and future ones can expect further refinement in the process, platform, core technologies and infrastructure support in order to meet the ever changing business and customer needs.

The company has expanded its outsourcing and offshoring service platform across territories and industries. Global TeleForce Ltd is now serving clientele from Australia, the United States, the United Kingdom and areas of Asia and the Pacific. The company’s outsourcing and offshoring solutions is now a part of businesses in the industries of telecommunications, energy & renewables, accounting and finance as well as small businesses.

In five years of thriving operations, Global TeleForce Ltd., has been defying boundaries and changed the notion of outsourcing is “mainly for the big businesses” with its strategic and seamless integration approach for businesses to successfully transition to outsourcing. With a solid track record of managing both risk and equity into the outsource / offshore operations, Global TeleForce Ltd., looks to make outsourcing and offshoring setup viable, and successful business strategy.

Global TeleForce Ltd

Call Centre Operations

11th Floor, SM Aura Office Tower, McKinley Parkway,

Bonifacio Global City, 1632, Taguig, Philippines

Australia

Corporate Office

425 Bell Street, Pascoe Vale South

(Corner of Springhall Parade),

Victoria, 3044, Australia

Outsourcing Consultations and Project Quotations are Free

Number: 1300 77 88 62

Email Us: enquiry@globalteleforce.com

Source: http://globalteleforce.com/blog/global-teleforce-celebrates-five-years-of-contact-centre-operations

Publish Date: April 5, 2017


Customer Service Tips for the Accommodation Service Industry

There are different types of guests, and entertaining them because of their different personalities can be tiresome. However, giving great customer service is a must to provide great customer experience. And great customer experience can keep the sales going due to the guests' prowess to recommend the business to others or to become a regular.

But, how can you provide great customer service? Here are customer service tips for the accommodation service industry.

1. Let them remove the steam

Customer service representatives are the employees who have direct contact with customers. They are the ones whom customers look for in case they want or need something. With these responsibilities, customer service representatives deal with the customers' problems all day long, thus absorbing a lot of negativity. Give your customer service representatives an outlet to vent out the steam for them to be able to work properly, positively, and in character. This can be a day off, vacation, or anything that can be healthy and creative for them to release the negativity.

2. Learn when to give tough love

Tough love is a good way for people to learn, but there are times when you need to show compassion and empathy. Customer service representatives deal with customer complaints, negativity, and problems every day, so you should know when to be soft with them. They will make mistakes from time to time since they are only human; they have their limitations. Yes, you need to show tough love and be firm when they are not performing well, but also know when empathy and compassion should be given to give them a boost.

3. Give appropriate training

Maintaining a positive and calm composure can be really tough when customers are getting out of hand. By giving the right training on how to handle customers professionally, customer service representatives will be able to control the situation in a professional way. This means that the affairs will be fixed in a calm and polite way, thus maintaining peace in the area at the same time satisfying the angry customer.

4. Availability

Make sure that your employees are always available and visible, especially in the reception area. It is a must that your customer service representatives are highly accessible to customers to answer their queries and complaints in a polite, professional, and calm manner.

5. Hygiene is important

As a customer service representative, it is essential to look sharp, clean, and fresh. This means that your hair should be tidy, your mouth fresh and clean, no visible uniform stains, and smelling good. By looking good and groomed can release an impression of professionalism, making customers comfortable to ask what they want and need.

Accommodating customers can be a tiresome job; the accumulated negative energy that angry and unsatisfied customers can take a toll to customer service representatives. As a business owner, you should understand them since they are the ones absorbing it all. In fact, agents from contact centre customer care get this situation every day. It is best to take into consideration these tips to make your customer service representatives happy in their jobs.

Source: http://globalteleforce.com/blog/customer-service-tips-for-the-accommodation-service-industry

Publish Date: March 17, 2017


How to Create a Seamless Online Customer Experience

Today, there are many platforms that can be used by businesses to connect with customers and vice versa. All these available platforms, explored and unexplored, businesses are deciding to expand in order to accommodate more. With the evolution of technology, there is a large impact on how customers see the support being offered by businesses. In simpler terms, convenience and expectations are established, thus customers think a hotline is around the clock available.

Unfortunately, this evolution comes with disadvantages, such as delays in answering emails. This can be disastrous for the business, especially when there is no engagement from the business side. No engagement leads to less trust and goodbye relationship for customers. It is better to avoid a scenario to happen, so here are ways on how to create a seamless online customer experience.

Customers want things real-time

If you have an online shop, it is best to provide real-time online support. Customers tend to have more questions regarding the products and services being offered online than when they are exploring a physical store or branch. If you disregard this and not answering their queries, then if the worst comes to the worst, customers will find someone who they think are better than you.

However, answering their questions should be fast enough—before their patience runs out. A great solution for this is having a live chat installed your website so that there are agents awaiting customers that need assistance. Now, customers will not need to wait for hours to get an answer and can continue their purchase up to the checkout.

Use simple terms

Customers do not have the same educational background or experience as you, so it is better to explain your products and services in layman's terms. Using jargons or technical terms can confuse the customer, and they might feel that you are making a fool out of them. So make sure to take it easy and be patient with your customer. You can also use relevant examples and analogies to they can understand it better.

Add an FAQ page

Sometimes, questions asked by customers are always asked by a thousand more. Creating a frequently asked page makes it easier for the customers to get answers to some of their obvious questions. In making this page, you should be aligned with how customers would frequently ask. These questions can circulate on shipping costs, delivery areas, store locations, refund and return policies, and office hours.

Social media as a platform

There are many customers who are active in social media. Establish an online presence in social media so that they can find you. More and more businesses are using social media to get in touch with customers since there is no specific age group that is using it. Hire social media representatives to accommodate customers who message your business through your social media accounts.

Engagement is necessary to do to keep customers interested and coming. There are many platforms to be used to keep in touch with customers. So, make sure to be engaging as much as possible to not lose customers. With these tips, contact centre outsourcing agents will know how to engage with customers so that conversions can be produced.

Source: http://globalteleforce.com/blog/how-to-create-a-seamless-online-customer-experience

Publish Date: March 13, 2017


How to Establish a Trust Based Selling Approach

Establishing a relationship with a client is very important. Unfortunately, building one is not that easy and mastering it needs time and patience. Once a relationship has been established, it is important to maintain and build trust. There are businessmen who do not realize this since they are used to serve the same customers over and over again. But thinking about it, how were customers able to come back to you? Because there was trust and relationship established. It is like building a friendship but at a professional level. So, how does this all become a reality work?

1. Homework is not only for school

Giving thought and doing research is rewarding than you ever think. Doing research about the people who you are going to meet will give you an edge on the conversation and topic selection. You can go to social sites such as LinkedIn, Twitter and even Facebook to get information. Getting knowledge about their interests and brief background will definitely give you the confidence to interact with them. However, choose the best and most sincere topic to talk about to make something valuable and not take much of their time.

2. Add prefaces before questions

Adding prefaces before the real topic can lighten up the conversation. However, simply asking the wrong questions or asking the right questions with the wrong phrasing can create a wrong idea about you. Make sure to think thoroughly and know the rights words to use to not spark anything bad. Connecting two things can be confusing, but with practice, you earn more confidence to do it right.

3. Make a move

In connection to the first tip, it pays to do your homework. Do not be a stranger to your clients and make a professional move. An example of this is you have a scheduled meeting next week. For you to be able to tackle more topics in the meeting time, you set a separate meeting with the client. Before you meet up with the client, again do your research. Do not be conscious since you are only establishing a connection with the client.

Establishing a respectful and trustworthy relationship with a client is a must to make them stay as a customer. With all the tips mentioned above, it is important for agents in contact centre outbound sales to know how to phrase and add prefaces in questions to not be awkward. Also it is important do research about the client to have more topics to be discussed under the sun.

Source: http://globalteleforce.com/blog/how-to-establish-a-trust-based-selling-approach

Publish Date: March 6, 2017


How to Improve Your Team's Over the Phone Conversation Skills

Call centres, as the name suggests, handle calls, whether outbound or inbound. On a daily basis, agents call or answer calls. And these people are total strangers. Well, there are other tasks such as administrative work, but the main thing to do is to talk.

Talking is an everyday thing. It is one way of expressing oneself to other people. A word or sentence can be interpreted in many ways depending on the words, the tone of voice, and actions used. But if talking is part of the livelihood, then it is time to make an effort to control it. So here are tips on how to improve your team's in conversation skills over the phone.

Always prepare

Whether you are placed in outbound or inbound, the last thing you want to happen is to stutter and fumble. Outbound agents should be proactive to get information about the prospective customers you are calling to be able to provide better service, while inbound agents should get information about the caller to solve their issues faster.

Have a positive disposition

How you look while working does not matter since customers don't see you. However, having a positive disposition will affect your brain in producing words and actions. Some may think you look crazy, but what matters is what you are saying since it is a phone call.

Be clear on everything

Being clear does not only mean on diction alone. This also involves on how articulate you can be with words and explaining things. Since talking is the job, it is important to be able to speak clearly so that the other party can understand what you are saying. Spare the customer from embarrassment in asking again and again what you are saying because this can damage on how they view the business.

A telephone conversation can be hard to do every day, but with practice, it will eventually become a breeze. No matter how difficult it can be. These tips can serve as a guide for new or experienced agents from contact centre outsourcing to be able to provide better service to customers.

Source: http://globalteleforce.com/blog/how-to-improve-your-team-s-over-the-phone-conversation-skills

Publish Date: February 13, 2017


How to Get the Most of Your Appointment Setting Calls

A lead is when a person shows interest in the company and asks around for more information. But when someone answers and sets an appointment is where an appointment setter enters. Appointment setting is a big responsibility; securing a date with customers for discussion of products and services needs skill.

However, as an appointment setter, producing appointments can be a lot of pressure. Here are tips on how to get the most of every appointment setting calls.

Grab the attention of the prospective customer

Getting the attention of customers are hard, but with something catchy you may get them all ears. Producing hooks to use is an important task for every outbound caller. The goal is to get the interest of the customer. Start producing punch lines or hooks to grab their attention because if you do not have their attention, they will just turn you down.

Always ask if customers have the time

Not all prospective customers are free to answer when you call. If they answer the call, always ask them if they have the time. Skipping this question and going fast on the sales pitch will just make them turn you down without hesitation. Do not panic if they say they do not have time; just ask them when will be the best time to contact them.

Not interested? Do not hang up

Rejections and objections are not the end of a call. Do not give up and stay calm. Think of this as a new opportunity to know more about customers in general. Ask them why they are not interested and take note of the answers. These data can serve as feedback and may help the business produce new services to offer.

Give updated information

Before finishing a call, provide the prospective customer updated and reliable details about the company so they can do their own research. This will give them time to come up with questions they want to ask before the scheduled appointment.

Being an appointment setter is a pressuring job, so these agents should get the training they need to be prepared on the road ahead. The tips mentioned above about appointment setting in calls will definitely help contact centre appointment setting agents to have successful calls and appointments.

Image Credit: callcentrehelper.com

Source: http://globalteleforce.com/blog/how-to-get-the-most-of-your-appointment-setting-calls-

Publish Date: February 10, 2017


Using Caller Psychology For Outbound Cold Calling

Calling prospective customers without thinking can cause a lot of damage on the possible sales conversion or worse, the company's reputation. Sales agents should know how to steer a conversion to the right direction. They should not only be prepared physically, but also psychologically. This should be done on every call they are going to make.

To know how this works, here are tips on using caller psychology for outbound cold calling.

Start a call with something positive

Sharing a little happiness goes a long way. Every time an agent is going to dial a number, always think of something positive to say to the prospective client. Do not start a call with negative news like someone popular died or how bad the weather is. An agent can start off by thinking about how great the weather is outside, a favourite team winning a championship, or some fun weekend getaways. These little things can steer conversations and start a call nice and right.

Sabotage is a big no-no

No matter how much hate the company can create over a rival, an agent should never ever bad-mouth them. Freedom of speech can take many heights so make sure the agents know their limitations. Even though some are desperate to get sales and reach the daily or monthly quota, there is no reason to speak ill of a competitor. If a customer steers the conversion in this direction, know how to create a comeback to steer the conversation back on track.

Keep passion and enthusiasm burning

Agents should not let themselves get eaten by stress. They should keep the passion, enthusiasm, and positivity alive in every call they make. These traits will do the work as it helps liven up the mood, making the agent speak out positive words. Also, having a positive attitude towards things is infectious, thus infecting prospective customers.

Psychology is not only a subject being studied in school. This can also be used as an advantage in the business, especially in making cold calls. Contact centre outsourcing should take these tips into consideration in order to help their employers have a boost in lead generation and sales.

Source: http://globalteleforce.com/blog/using-caller-psychology-for-outbound-cold-calling

Publish Date: February 8, 2017


Outbound Sales Tips for Your Telemarketing Campaign this 2017

Even though inbound marketing strategies are often used by businesses, outbound marketing can also be very useful for sales. This can be seen in a well-design cold call. There are many businesses in the industry that have a separate section of sales representatives who calls prospective customers every day, with a commission on every purchase achieved.

However, it is not that easy. As mentioned above that well-designed cold calls work, the same goes for the whole outbound marketing; always be prepared to face everything head on with a well-designed and integrated plan. To have businesses prepared to get those prospective customers, here are outbound sales tips for telemarketing.

Do your research

Before agents start dialing numbers, there should already be a list of prospective clients for them to call. Meaning, this list has already undergone a background check because having a faint idea of the business is not enough. You need to make sure that the agents have a deeper understanding of the business for them to know how to introduce the product and service to the prospective clients. Time and attention are precious in this industry, so make sure to explain properly to the clients how the products and services can solve their business dilemmas.

Train your agents to boost confidence

Confidence is the key to success. If your agents do not have enough confidence to create a stance and engage, then objections and rejections end every call they make. Train your agents to be prepared for scenarios wherein prospective clients raise sales objections so that they will know what to do. The training will surely make them confident enough to have answers to every sales objection they encounter. And they will be able to keep the conversation on track and going.

Performance is important

Rate your agents to know if they are performing well in the business. You can rate them by using key performance indicators to become standards to know the weak and strong points of your agents and to measure their sales. This can include agent adherence schedule, which is the time of availability and work of an agent, average handle time, which is the amount of time an agent spends in a call, and conversion rate, which is the number of sales and conversions an agent has achieved over a course of a specific timeline.

  

Getting aggressive is the business can have an edge in producing sales, especially if the agents fully understand what they are selling to prospective clients. Agents from contact centre outbound sales should be trained efficiently for them not to lose confidence when steering the conversation on the right track and when objections and rejections occur. The tips mentioned will definitely help these agents in contact centre outbound sales and other agencies as well.

Source: http://globalteleforce.com/blog/outbound-sales-tips-for-your-telemarketing-campaign-this-2017

Publish Date: February 3, 2017

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