Regardless of how or why a customer chooses to interact with your brand, the only thing that stands between a positive or negative experience is a human connection. But creating a unique and memorable customer experience isn’t rocket science. It’s much more difficult. That’s because human communication is incredibly complex—especially in the contact center. In fact, before an engagement specialist says or types “hello,” there are more than 750 million situations that can frame the conversation. Acknowledging this incredible complexity, leaders in the customer experience industry are faced with a pivotal question: How do I manage engagement specialist and customer communication to create a unique and authentic experience that improves customer satisfaction, retention, and sales? The first step is to establish credibility.
The Key Elements of Credibility
Establishing credibility is an important first step to building trust and creating openness. If customers do not feel valued by engagement specialists (agents), they will not necessarily trust what the agent says. This is one of the reasons why customers across all verticals re-contact brands on the same issue. In the healthcare industry, trust is a key ingredient to increasing patient compliance regarding follow-through with important medical instructions. And in the retail and financial services sectors, trust drives repeat purchases when there is a clear link between the customer’s needs and the provided solution.
At STARTEK, we partner with multiple brands to help them learn and master the concepts of using the science of human communication to create good dialogue, which builds trust. This is accomplished through STARTEK’s Essential Habits proven communication principles. Part of those habits include these three key elements to establish credibility:
- Listen to the needs and situation of the other person.
- Demonstrate common courtesy and etiquette.
- Choose language to optimize comprehension.
What’s the Payoff?
Good dialogue is about using proven communication principles to adapt to the implicit needs of the customer, and by doing so, gaining credibility, rapport, and trust. Once trust is established, your customers will feel comfortable enough to divulge important details about the real motivations behind their reasons for contacting you. Once you have achieved disclosure, the engagement specialist can then make an accurate assessment of each customer’s true needs.
When you use dialogue techniques to talk, text, chat and email with your customers in a meaningful, authentic way, you can not only improve first call resolution, but measurably drive customer satisfaction, loyalty, and lifetime value. STARTEK can help you use the power of human communication science to establish credibility and trust and drive real results in ways traditional, scripted approaches can’t.
“When someone picks up the phone and calls, there is an expectation that you know who they are, and you respond to their unique needs as a customer”
– Cory White, Chief Sales and Marketing Officer, STARTEK
Source: http://www.startek.com/news/credibility-essential-habits
Publish Date: May 3, 2018 5:00 AM |
2021 Buyers Guide Inbound Call Handling Services
| 1.) | 3Fiftynine
Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure. |
| 2.) | Agara
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.PH: +1 (512) 333 4634 |
| 3.) | Call Center Studio
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.PH: +1 512-872-7565 |
| 4.) | Connect Assist
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and further afield. We work nationally, but with the care and commitment of a local company. In our opinion, that’s what sets us apart.
Our mission is simple: to create positive human outcomes. Here’s what we do:
• We’re transformational, both in our ability to affect positive change in people’s lives and in viewing change as a way to adapt and improve.
• We’re architects of communication, mixing heart with experience, process with insights, and human with technological.
• We keep things simple, pooling together knowledge and experience to create easy yet fulfilling customer experiences.
• We embrace technology, which enables our clients to thrive and provides us with insights to inspire positive change.
Our values underpin everything we do. We strive to be:
• Human. We’re rich in technological resources, but ultimately people are at the very core of our business.
• Emotionally intelligent. Our experience and insight allows us to adapt to different landscapes, situations and challenges.
• Driven. We’re motivated to consistently improve and innovate, exceed expectations and achieve the best personal outcomes for customers. We’re compelled by seeing the impact we can and do have.
• Methodical. We guide each of our clients through a tailored and methodical pathway, offering effective solutions to deliver their vision.PH: 07973640527 |
| 5.) | Jointly International Inc.
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284 |
| 6.) | MattsenKumar LLC
Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service. |
| 7.) | OpsTel Services
SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance MonitoringPH: 1+480-435-9390 |
| 8.) | Vads
VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
- Customer Service
- Walk In Center
- Service DeskPH: 0217991445 |
| 9.) | Tru29 Outsource Solutions Inc.
Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time. |
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STARTEKRecent Blog Posts:| Prepping for one of the largest shopping events of the year – are you ready? | July 11, 2019 5:00 AM |
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| Hello! How May A.I. Help You? | January 24, 2019 5:00 AM |
| Going Back to the Future with Human Connection in 2019 | December 6, 2018 5:00 AM |
| CX Trends That Will Continue to Make an Appearance in 2019 | November 29, 2018 5:00 AM |
| Black Friday, Small Business Saturday, Cyber Monday - Is your Customer Service Team Ready? | November 8, 2018 5:00 AM |
| Finding Your Social Voice – Tips from Our Social Media Expert | October 4, 2018 5:00 AM |
| Will Healthcare Customer Service Centers Be Staffed by Chatbots in the Near Future? | August 23, 2018 5:00 AM |
| Optimism is Contagious Especially in Customer Service | June 7, 2018 5:00 AM |
| Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is Important | May 10, 2018 5:00 AM |
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