Intercon Messaging - ContactCenterWorld.com Blog
A large portion of a business’s success is dependent on phone calls it is receiving. These phone calls are necessary not only for communication between you and current clients, but for the procurement of new customers. When handled well, calls can ensure that your clients are satisfied and dedicated to using your services. Making the most of these phone calls requires you or your staff to be available at the phones all day long, neither of which is tempting to business owners. Many have chosen to use professional call centers. This method is cheaper and more suitable for most businesses. It can also generate money- here are a couple of ways using a call center can create a profit:
They save you money
If you have your own staff paid to answer phones you are automatically paying more. You must pay your staff a wage plus benefits. You have the cost of training staff on the phones as well. By using a call center you are paying a fraction of that cost to have someone else handle your calls. We handle the payment of benefits and wages to our staff, the training, and any overhead costs. You save money by not having to do that yourself.
Contracting out creates profit
I will give you two options: 1) watch a friend’s dog for $20 or 2) work for two hours at a local shop for $26. Which of these options will make you the most money? Neither, the correct choice is number 3- contracting someone out. If you work at the local store, and pay your sister $10 to watch the dog, you get the $26 from your two hours of work, and $10 left from watching the dog. This principal can be applied to using a call center as well. It allows you to continuing working in other areas of your business to make money, while it generates a profit for you by dealing with all your phone calls.
For more information on how a call center can help you make money, contact us today!
Publish Date: March 7, 2016 5:00 AM
The National Amtelco Equipment Owner's (NAEO) annual conference starts next week and it got me thinking about what specifically I look forward to. There are so many things I had a hard time narrowing it down, but these are probably my top 10 reasons/benefits (in no particular order):
1. Have loads of fun, laughs and adventure
2. Meet new people
3. Reconnect with some 'old' friends (in person)
4. Sharing ideas and support with industry colleagues
5. Visit a city I've never been to before; or explore different areas of a city that I have been to before
6. Learn about new software and features
7. Learn new programming skills/techniques
8. Learn more about different industry best practices
9. Discover more opportunities on how to be more involved with the association
10. Bringing back all the new ideas and experiences back to share with our crew!
Publish Date: February 23, 2016 5:00 AM
Leave the Customer Satisfied
When the conversation is completed, what should you do? As with most things, finishing a conversation on the right note can create lasting positivity and a satisfied customer.
At the end of your call make sure:
- the caller understands what you are going to do with their message.
- the caller has no further questions. You can ask something along the lines, "Is there anything else I can help you with?". Be sure to answer any final questions they may have.
- to provide any information that the customer might need in the future. For example, if they need to call back, be sure to relay the office hours.
- to thank them on behalf of the company and give a polite goodbye. You can say something along the lines of "Goodbye, thank you for calling ABC Company", or "Have a nice day".
- If possible, wait to let the caller hang up first so they don't feel like you have cut them off.
Finishing a conversation in a positive manner can help complete the positive experience.
Stay tuned for more phone communication tips from Intercon Messaging!
Publish Date: February 17, 2016 5:00 AM
Smile And Pass It On
If you smile while talking on the phone, and no one is around to see it, does it make a sound?
It might sound cliche, but it does! Smiling while talking on the phone might not be seen, but it is definitely heard.
When you smile it helps to project an enthusiastic, natural and attentive tone, allowing callers to feel more comfortable during your conversations.
Stay tuned for more telephone answering tips from Intercon Messaging!
Publish Date: February 8, 2016 5:00 AM
People often think that customer service is only about fixing things and solving issues but that's not the whole story. The real goal of customer service is providing a positive experience. Customer service representatives (CSRs) can't always deliver solutions, but they can always deliver empathy; the impact of customer emotions shouldn't be ignored. Empathy helps to absorb emotion, helping get customers into a negotiation frame of mind rather than dissatisfaction.
Put yourself in your client's shoes and demonstrate you understand their points.
By putting yourself in the shoes of a customer, you get context that helps you do your job: “I know how frustrating it can be to be in a meeting and realize halfway through that there’s a problem with your presentation. Did you access it on this computer the night before or the first time today?"
Great customer service occurs when CSRs actually care about the outcome. They know what the customer is going through and understands the impact of the issue.
Stay tuned for more customer service tips from Intercon Messaging!
Publish Date: February 3, 2016 5:00 AM