Outsource Customer Service To Turn Complaints To Compliments

Complaints and negative feedback are a business owner’s nightmare.  Complaints from unhappy customers have the potential to discredit us and bring down what we have worked so hard to build.  However, there is a silver lining to this ominous cloud. Dissatisfied customers, when managed well, can transform into loyal patrons who will definitely recommend your service.  How can you achieve this?  The best way is to outsource your customer service solutions to a call center company.  

Here are the 5 best reasons why trusting an offshore BPO provider with your customer service can turn complaints into compliments:

• An inbound call center is available 24/7.

Knowing that they can call someone and express their concerns whatever time of the day will make customers feel valued.  They will feel that you genuinely appreciate their business when you care about their experience.

• Your outsourced customer service representatives can provide a quick and timely response.

Nothing will further aggravate an unhappy customer than a slow response.  Getting back to them quickly and responding on time will let customers see that we respect their time.  

• These representatives have been expertly trained to handle complaints.

Your call center customer service team has been trained and coached on the proper procedures and methods for handling complaints.  They have the skills and mindset needed to interact positively with challenging customers.

• Your call center representatives can execute the solutions more efficiently.

With your team dedicated to customer service and support, they will be equipped with knowledge and resources.  They also have the time to focus on resolving your customers’ concerns.

• The representatives can pass on feedback to the right departments.

Concerns and suggestions are analyzed and then delegated to the departments in charge, which helps you improve your products and services.

As you can see, with the right company taking care of your customer service, you do not need to fear complaints from customers.  Welcome them as opportunities to prove your worth to customers and to refine and upgrade your products.  

If you would like to know more about how an expert BPO provider can successfully resolve customer’s concerns, contact Taking You Forward, a fast-rising and innovative call center in the Philippines.

Source: http://www.takingyouforward.com/blog/sme/outsource-customer-service-to-turn-complaints-to-compliments/

2020 Buyers Guide

Get Listed

Cloud Contact Center Solutions

Page: 123

1.)

Premium Listing NobelBiz Corporation NobelBiz OMNI+ NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures. PH: 760.405.0105 https://nobelbiz.com/technology/omni-plus-omnichannel-contact-center-solution/

2.)

Accordia Solution Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs. Are you ready to provide exceptional customer experience? PH: +603 5569 9816 https://accordiasolution.com/

3.)

Arise Virtual Solutions The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center. https://www.arise.com/solutions

4.)

Astute Solutions Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively. - Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen. - Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence. - Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow. https://www.astutesolutions.com/products/astute-agent

5.)

Brook Trout Solutions CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes: CCaaS: Talk Desk, Five 9s, Nice, Genesys and more SIP Trunks: Many Global Providers to lower cost and improve operational efficiency SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility. Our service are at no cost to our customers. We look forward to meeting you! PH: 800-886-9199

6.)

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 https://callcenterstudio.com/

7.)

Call Tracking Metrics CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world. PH: 8005771872 https://www.calltrackingmetrics.com/products/contact-center/

8.)

Cloud Call Center Search From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations. PH: 800-741-2998 http://cloudcallcentersearch.com

9.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here: https://www.dialfire.com/info/features

10.)

contactSPACE contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel. PH: +61288803111 https://www.contactspace.com/

11.)

Content Guru 𝘀𝘁𝗼𝗿𝗺® Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform. Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success. https://www.contentguru.com/product/storm/

12.)

CSX Cloud CSX Cloud CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today. PH: 18665474764 http://www.csx.cloud

13.)

Edify Labs Edify Huddle Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee. https://www.edify.cx/

14.)

Envision Envision Click2Coach WFO/WEM Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning. For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience... (read more)Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning. For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience by turning data from customer interactions into action, making an intelligent impact on your business that leads to exceptional customer experiences. We are proud to help record, analyze and improve millions of customer interactions every day. PH: 206-225-0800 http://www.envisioninc.com

15.)

Fonolo Call back / virtual hold solution Fonolo's solution can eliminate hold time from your contact center without changing any business process. Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold. This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers. PH: 416-366-2500 https://fonolo.com/solutions/

16.)

Geomant Microsoft Teams Contact Centre Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way. PH: 01789 387900 https://www.geomant.com/

17.)

Integra CCS uContact uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound) - SMS, Email & Webchat in a Unified Inbox - A Call Center Designed CRM - Completely Customizable Reporting - Gamification - Recording - Voice Broadcasting - Quality Control - Live Coaching (Spy, Whisper, Collaborate) - Many More Features & an Open API. http://integraccs.com

18.)

Intelligent Contacts, Inc Intelligent Contact Center Suite The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing. Key ROI metrics: • 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls • Answering Machine Detection rates averaging 85-92% • Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery. Core features • 100% TCPA-compliant auto dialer platform • Unlimited line capacity and instant scalability • Call recording and data storage (included) • No agent s... (read more)The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing. Key ROI metrics: • 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls • Answering Machine Detection rates averaging 85-92% • Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery. Core features • 100% TCPA-compliant auto dialer platform • Unlimited line capacity and instant scalability • Call recording and data storage (included) • No agent seat fees (ever) • Modern user/admin interface (create campaigns/ IVRs in minutes using sliders, drag-and-drop, checkboxes, and visual, contextual menus) • Agent Screen Pops / Dynamic agent call scripts with decision trees • Integration with payment gateways, CRMs, collection software, speech analytics • Stealth voicemail drops, automated text-to-speech, outbound IVR campaigns • Payment IVRs, P2PE integration, DTMF masking Intelligent Contacts maintains the highest level of data security and undergoes year-round 3rd party auditing and penetration testing of all production and testing environments. • Level 1 PCI-DSS Certified Level 1 Service Provider • Type II SOC 2 & SSAE 16 Type II Certified • HIPAA compliant and HIPAA HI-TECH certified PH: 1 800 214-7490 https://intelligentcontacts.com/project/cloud-contact-center/

19.)

Lieber & Associates Technology Acquisition Consulting L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each. PH: +1-773-325-0608 https://www.lieberandassociates.com/Tech-Cons/contact-call-center-technology-select-choose-acquire-rfp-purchase.html

20.)	LiveXchange LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center. https://livexchange.com/

 

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