Archive For January 2014
Call center outsourcing services have evolved rapidly over the past few years, deeming initial methods obsolete. In the age of the Internet, newer methods have demoted the telephone to a supporting role in some aspects. Now, the main techniques of client communication are social media (mainly Facebook and Twitter), e-mail, and to some extent, online chat. In other words, a multi-channel customer service plan. What does that mean? It is basically a strategy to connect to clients through a variety read more »
In the words of Rommel Regino, SPi Global’s SVP for Global Operations in the Customer Relationship Management (CRM) division, “2013 was a milestone year for us.” In terms of operations, Regino adds that the multi-awarded BPO focused on “brilliant basics” that allowed the CRM division to optimize both performance and significant development. “Because of our customer-centric and passionate team members, these strategies have catapulted us to have even more performance, revenue gains and double-digit growth, to name a few.” It read more »
If there’s one thing that customers want to tell customer service representatives, but probably didn’t because their experience was mediocre to awful, it’s this: “We want better service.” It’s bad enough that clients aren’t able to communicate with you face-to-face, but customer service via phone is made even more off-putting by the following: • Long automation spiels • Endless department transferring • Long waiting queues Finally, when connected to the right person, customers are already peeved because of the read more »
One of the ways to measure the efficiency of your help desk services is by keeping a low average holding time (AHT) when answering calls. Customers often have bad experiences with hotlines because they are left waiting for a long time. Let’s look at certain strategies you can apply to ensure that your customers are smiling when they put down the phone. Train your staff well. Training is important to the success of your employees’ performance. You need to train read more »
Customer service continuously evolves as customer behavior continues to change. Customers are more adept with technology and servicing them using this platform is the best way to move forward in the help desk services industry. Chat-based customer service involves an agent who’s available 24/7 to answer text/chat inquiries from customers. It’s one of those pop-up windows you will see where you can chat with an agent about any concerns you have about their products. According to a study done by read more »
The influence of social media is getting stronger each year. Almost all your customers have social media accounts. It has become part of their lives that they need to check their Facebook or Twitter accounts and update everyone what they’re up to. Social media chronicles a user’s experience. It allows your customers to share their joy and dismay at the very instant they feel it. Social media provides them a voice that reaches whoever they want, whenever they want. This read more »
Customer care should be one of the priorities of your business. Your patrons drive your sales, dictate demand, and build your brand. You should be aware of their behaviour and lifestyle so you can service them better. This New Year ushers in new trends in customer care. Let’s have a quick look and see how you can leverage these trends for your business: Social Media Reign. It’s all about social media these days and it will intensify this 2014. Social read more »
Your sales team contributes greatly to your profitability. Their ability to close deals and sell your products is one of the driving forces of your business. Selling is no easy task, though. You need to have the skill, dedication, and confidence to clinch that sale. So how do you motivate your sales support team to excel at what they do? Here are six things you can start implementing. Provide a dynamic incentive scheme. Incentive is probably the best way to read more »