Deciding to take the plunge to outsource to a call center is a major decision. Turning over the critical function of customer interaction to a third party carries with it inherent risks. But those risks can be managed correctly , enabling the advantages of call center outsourcing to be realized.
Brand loyalty is what keeps your customers coming back regardless of price. It means they’ve come to believe you deliver a superior product or service and level of customer service that is worth whatever amount you’re charging. Which means consumers who are loyal to your brand will most likely remain loyal even if they encounter a few bumps in the road. Brand loyalty is basically the holy grail of consumerism, and is worth striving for in every dimension of your business. And more and more one of the leading dimensions for deepening brand loyalty is your call center.
If you’re on a sales prospecting call and things are going well, often times the temptation is to try for the sale right then and there. Let’s face it; getting the sale on the first call isn’t very likely. It’s pure magic when it happens, but it doesn’t happen all that often. Instead, set an internal goal of appointment setting, not closing. It’s a much more attainable goal, and getting your prospects to sign on the line which is dotted has a higher likelihood of success in person.
December 5, 2014 - For retailers and e-commerce companies, maximizing the value of live chat customer service involves several basic principles that make all the difference when you add chatting capability to your retail site.
Think of it this way. You might refer to a feature when describing why you made a purchase, but the feature isn’t the reason why you bought it, the benefit is. And the reason why is benefits are what's in it for you. Features are usually the clever invention that provides the benefit.
November 20, 2014 – The U.S. Commerce Department announced that American consumers spent $78.1 billion on e-commerce purchases in the most recently completed quarter, with e-commerce representing 6.6 percent of all retail sales.
That’s a jump of 16.2 percent in e-commerce consumer activity over the third quarter of 2013 and more than 4 percent above Q2 of this year.
Nov. 12, 2014 - Call center customer service is important work, rewarding work and it can also be frustrating work. A big part of being professional within a call center services setting is handling frustrating situations with angry callers in a patient way that is intended to resolve the situation in a way that retains the customer’s loyalty and good will.
It can be difficult for the customer service representative to keep his or her composure with an angry or rude caller, and to remain professional throughout a full day of handling inbound calls. But it’s what is required of call center work, remaining professional at all times.
The conference, held by the International Customer Management Institute (ICMI), was centered on boosting call center operations, on utilizing advanced technology and putting in place effective IT strategies, personnel management and lowering staff turnover, training and overall operations.
“Our clients place great trust and faith in us to properly and securely protect their customers’ credit card and purchasing data, and this is a responsibility we take very seriously,” said Mark Fichera, CEO, OnBrand24. “With the security breaches that have taken place at Target, Home Depot and, more recently, a potential breach at Staples,it’s important that we take every measure possible to ensure that customer data is handled in the most secure manner. This is a critically important aspect of customer service.”
