Archive For April 2014
Every person in your company needs motivation. They need to be empowered so they can give their best in what they do. Your back office services team is no different. Their support role is crucial to the success of your company. The service they give to your customers can either strengthen your brand image or damage it. It’s a very challenging job to begin with. So they, too, need to be motivated and inspired in their job. Here are some read more »
Managing any kind of team has its own challenges. Outsourced teams and in-house teams have different work dynamics, but they are equally the same in terms of capacity to perform well. If you have an outsourced team or planning to have one, you need to be able to manage them effectively. Since you don’t see them physically, you ought to have a different approach in handling your offshore staff. Here are three important things you need to know about successfully read more »
Remote teams have long been considered as a vital component in many companies. These teams could mean international branches, call center outsourcing services, or simply work from home employees. Offshore teams have become an industry standard so to speak. Collaborating with remote teams is just as common as working with in-house teams. If you’re thinking of venturing into this but still unsure on its impact on your business, here are some ways remote teams can help you succeed: Remote teams read more »
Working in a call center can be physically and mentally demanding. With night shifts and multiple clients testing your character and capabilities, it comes as no surprise that call center agents are viewed as one of the most resilient workers over the past decade. Running a customer care call center is just as challenging. Its success and failure is largely dependent on the training you provide. Remember that you are evaluated based on the performance of your agents. Great agents read more »
Communicating with your clients allows you to determine their needs. The quality of your communication is more important than the quantity; meaning a couple of minutes resolving a customer complaint is valuable than five solutions that took 10 minutes each to resolve. It doesn’t matter how many tickets you resolved that day if it took you a long time to do it. Delayed response time aggravates your customer’s situation. It may even cause you to lose your clients altogether. How read more »
Customer service is one of the most important areas in your business. Your customer’s experience speaks volumes about your company’s image and overall reliability. Every person in your company should always have a “customer first” mentality. Your customer service associates should maintain high quality service whether they are assisting customers face to face or providing sales support services via hotline. To ensure that you’re always on your toes when it comes to maintaining exceptional customer experience, here are five important read more »
Your company’s helpdesk services are your invisible front liners. Your customers may not see them, but their performance has a huge impact on your business. Their response is representative of your company, making it vital that they accommodate your clients excellently. If your customer service is not maximized to its full potential, here are five small changes you can start doing. Integrate information and solutions One of the most annoying things in customer service hotlines are the numerous security questions read more »
Social media has become the main platform for self-expression these days, and businesses can also leverage this as the venue for technical support or helpdesk services. Research shows that 44% of your customers share their complaints about your product/service via social media. In addition, 57% prefer their issues to be resolved online. Now the problem with this is that 60% of companies do not respond to their customers in social media. They are missing out on a great opportunity to provide read more »