It’s easy to say you need to partner with another agency for your call center needs, but how do you choose which one? Here, we’ll help you decide - and give you some guidance on finding the right outsourced provider!
Improving your contact center is a job that never ends. The best facilities are those that never stop improving - but what can be done to increase efficiency and enhance productivity when you’re already training an excellent staff and providing great service? This is when turning to technology may be the best approach for perpetual improvement - and when it might be time to think about introducing automatic call distribution software to the mix at your center.
When discussing strategies for increasing outbound contact center sales, most modern facilities focus heavily on person-centered approaches. These techniques take the automation out of the equation - or at least appear to, from the perspective of the customer. However, there are ways to provide customer service and a perfect product pitch that will still give consumers that personalized, custom-tailored service feeling while offering your business the ability to make connections with more customers and see a great ROI.
Creating a better, more successful contact center is a common goal for those in the industry. However, working toward that goal can create some confusion, since there is no definitive guide to setting up your center for success.
While there are many schools of thought when it comes to how to make your center and staff more successful, one of the most well-documented and proven is to begin with improving the environment and morale in your center. Once you have a positive, uplifting environment that your employees are happy to be part of, you’re much more likely to breed success as a result.
Want to know how to start building a successful center of your own? Read on to learn more about fostering a friendly work environment in your contact center - and how it makes for almost certain success!
When you think about call centers, you probably don’t think of small businesses. In fact, most people think of contact centers as the antithesis of small business in today’s world. However, there is at least one scenario in which small business and contact center work intersects - and it’s one that is growing in popularity in the corporate world and gaining favor with those who love the idea of owning their own company and having more financial freedom.
That scenario is the micro call center, a balance of individual enterprise and big business that makes sense for modern professionals.
How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling
Any call center agent who has been in the business for more than a few days knows that cross-selling and upselling are important parts of increasing sales and improving business when your center is focused on these kinds of metrics. These procedures have been in place since the earliest days of sales, with representatives trained to offer additional goods and services for any customer purchase made.
However, today’s customers are often too savvy to be talked into an additional purchase for the simple sake of spending more. They need a reason to buy - and it is your agent’s responsibility to provide them with one. Here, we’ll discuss how active listening on the phone can create the perfect setup for tailoring sales pitches to your consumers and creating genuine delight in your customers every time.
Providing excellent customer service and creating a positive customer experience is a critical factor in running a successful contact center of any kind. However, every customer demographic requires a different type of care and attention to achieve this end. This can make serving all of your consumers and creating a consistently good experience for all of your customers difficult.
Businesses spend a lot of time and money honoring and reaching out to their so-called “loyal customers” every year. There is a great emphasis placed on this loyalty – but why? What is the importance of customer loyalty, and what does this term really mean for your business?
Here, we examine all of that – and why you should be making an effort to retain customers and keep them happy!
Not sure whether you’re offering expert customer service? The cost of poor customer service is staggering. According to Forbes, bad customer service cost businesses about $75 billion in 2017, the latest figures show. And that number is up $13 billion compared to the previous year.
All that underscores why it’s more important than ever to provide the best possible customer service. If you don’t change the way you interact with customers, then you’re hurting your business. Here are seven pitfalls to avoid, and what you can do to resolve those issues.
Are your employees happy?
That’s an issue that may be a low priority, but in today’s work atmosphere, it’s an issue that should be first and foremost on a manager’s mind. The reason? A happy call center employee is a hard-working and productive employee – and is someone who is more likely to stick around for years to come.
It’s important to track results and monitor your performance to make sure your organization retains a competitive edge over the rest of the players in the market. However, worrying too much about your bottom line can mean neglecting your employees.