Atlantic Canadian call centers

Atlantic Canada is famous for their friendly call center professionals

Atlantic Canada is famous for their friendly call center professionals

So you’re looking for the world’s top cluster of IT companies. Who you gonna call? Silicon Valley!

Need the finest pastries and crepes?  Bonjour Paris!

Seeking the services of a world class customer-service call center? An Atlantic Canadian call center has your answer!

 

Today we live in a global marketplace, and high-quality products and services that were once the sole domain of one region, will now often be produced in other locations half a world away.  In many cases, the quality may even be quite good and the service acceptable.  However, there are times when “good” and “acceptable” are not really what you’re looking for.  You need something very good. Very, very good.

Even that is generally not a problem to find if money is no object.  But of course, the reality is that money is almost always an object.  Budgets need to be met and sometimes even cut, but still the expectation is there that standards should not drop.  Those are the moments when having a trusted resource can make the difference between a successful project and a scary story to be told around executive campfires for years to come.

If what you’re seeking is a call center to handle your company’s technical and customer support services, call centers in Atlantic Canada can prove to be just such a trusted resource.  The region is known for its exceptionally friendly people and unending hospitality.  People who live there are generally much more settled and far less mobile than they are in many other places.  Atlantic Canada is dotted with smaller communities where families live literally next door to their parents, brothers or sisters, grandparents, and even aunts, uncles, and cousins.  Survival in these sometimes remote areas was once possible only by everyone taking care of each other, and that inclination has been molded into instinct through generations of care and kindness. [Read more...]

What’s in a name? Tacamor Call Centers

Hello. My name is TacamorThis year, at Tacamor Call Centers we celebrate our fifth year in operation. It has been our privilege and pleasure to help our clients care for their customers around the world. Of course, when people call these businesses for help, they usually do not realize that they are instead speaking to an outsourced call center. We are the company they called, as far as the callers are concerned. That’s a sign that we’re doing things well.

We may be invisible to our callers, but we are of course very visible to our clients.

We meet with them to assess customer service call center strategies, add value to their business development efforts and growth strategies, review key performance indicators, and look for ways to continually improve our effectiveness as their customer service or technical support team.  In those times when we are indeed visible, one of the questions that gets asked is what our name means. “Tacamor. What does that mean anyway?”

We’re glad you asked! :-)

To give you a bit of history, Tacamor’s operations are based on Canada’s East Coast, in the province of Newfoundland and Labrador. This is a richly storied spot. Home to an ancient people called the Beothuks. The very first land claimed in the British Empire. Hiding place of countless pirate fleets. Battleground for British, French, Spanish, and other navies. Graveyard to over 10,000 shipwrecks off our shores, including — some 350 km to the east — the Titanic. And the site of large American military bases with thousands of troops at Argentia, St. John’s and Stephenville during World War II and for decades after. In fact, it is on the very site of that military base at Argentia that Tacamor’s head offices now stand. [Read more...]

21 ways to brighten a customer’s day in less than 5 minutes

New thank you notesphoto © 2008 Jelene Morris | more info (via: Wylio)Your company needs clients to survive, and happy clients if you want to survive happily. That’s why you make the investment that you do in customer service and technical support.

Sometimes though, it’s good to step outside the way things are normally done, and send special thanks. Perhaps you have a client who has been especially valuable to you. Or maybe you just want to thank them for being there.

Depending upon the type of business you have, the income generated by each client, and how well you get to know each client personally, there are many different ways you can say thanks. Here are 21 to get you thinking… and thanking!

“How do I show I love thee? Let me count the ways…”

  1. Take them out to lunch, not to sell them anything, but just to say hi .
  2. Send them a thank-you card, just for being a customer.
  3. Send them an article you found that you think would be of interest to them.
  4. Write a blog post featuring their company or themselves as a businessperson.
  5. Give them a referral on LinkedIn.
  6. Mention them in a tweet or Facebook post, and include a link to their Website.
  7. Invite them out to dinner or coffee with a contact or potential customer for them.
  8. Ask for their feedback or ideas on a project you’re working on. People often appreciate being included and knowing that their opinions matter.
  9. Look through your contact database or Rolodex looking specifically for a name you could connect to your client as a potential client or resource they might be interested in meeting. [Read more...]

Why the customer service call center Isn’t dead

People seldom notice old clothes if you wear a big smile - Lee Mildonphoto © 2008 rohit gowaikar | more info (via: Wylio)When Forbes.com ran an article this week entitled, “Why The Customer Call Center Isn’t Dead,” they hit a nerve that many people have been all too aware of for years. Call centers have gained a notorious reputation for being the prime example of how customer service has gone downhill. We picture long rows of agents without personality, handling call after call without emotion or genuine care. While that may be the image that has often been projected, it is actually a far cry from reality for many call centers today.

Like virtually any industry, call centers have realized that in order to survive in this ultra-competitive world we live in, they must maintain the highest possible standards of service for their customers… and their customers’ customers. To do this, they have consistently raised the bar with regard to hiring and keeping highly qualified call center agents. They have also focused on ongoing training and improved technologies to bring out the very best of those agents. The resulting good news, as Forbes notes, is that a customer service call center, “can actually help boost a company’s competitive advantage.” [Read more...]

In customer service, Cheshire Cats rule

The Cheshire Catphoto © 2009 Ryan Lamb | more info (via: Wylio)Whether you know Alice in Wonderland from Lewis Carrol’s wonderful book or from the Disney or Tim Burton movies, one of the characters you probably remember best is the Cheshire Cat. The furry feline is remembered for her words of wisdom and of course that very wide smile that hung around even after the cat had vanished.

Imagine having a smile that remained after you had left the room. Alice remarked that she had often seen a cat without a grin, but never a grin without a cat. We can all identify with the first half of that comment. We’ve all been greeted by cats without a grin… not to mention countless store clerks, greeters, ushers, and even call center agents who also had no hint of a smile. As a matter of fact, they often seem to outnumber the clerks who do have teeth, or at least who know how to show them.

So imagine how refreshing it would be to encounter someone whose smile filled a room and even stayed after the owner had moved on. Few things would make a store more welcoming than a Cheshire Greeter, a church more inviting than a Cheshire Usher, or a customer service call center more helpful than a Cheshire Agent. We have great news: they do exist. Admittedly, they’re an endangered species, but they are indeed out there, leaving smiles that last for hours, and brightening rooms that were otherwise gloomy. [Read more...]

How to choose a call center: final factors

The Splitsphoto © 2010 Ian Sane | more info (via: Wylio)
You’ve been looking for a call center to perfectly match your needs. First you laid out your basic requirements to be sure you had a good general mix. You then isolated the Key Performance Indicators (KPIs) that would help you identify which call centers really deserve to make it to your short list. Now it’s time to really get down to business: you need to start comparing those companies to determine which will be the perfect fit for you and your customers. In this post, we show you how to do it right.

Know What Your Team and Your Customers Want

If you haven’t already done so, review the first post of this series, on knowing what kind of call center you want, to help narrow your focus. Also weigh inputs from key staff, including your call center agents and supervisors, and from your actual customers. What services or channels other than telephone are desired? Email? Live chat? Social media? What are the things people like or don’t like about dealing with you? How exactly does your customer service compare to your competitors’? Be as specific as possible. Also seek out research done by other companies and industry associations into how customers in general feel about dealing with call centers. There is a mountain of information out there; using it can be a tremendous help and significant cost savings.

Know What Each Call Center Delivers

Once you have prioritized what you want in a call center, review our second blog post in this series, outlining the top call center KPIs. Detail on a specification sheet all the services and KPIs important to you. Develop this into your Call Center Request for Proposals (RFP), and then after you’ve made your selection, use it as the basis for your Call Center Service Level Agreement (SLA) to set the standards for the center’s ongoing performance. [Read more...]

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