Why Talking to Your Customers is More Important Than Ever

* This following blog post is a guest article by Imogen Reed. *

With so much focus on the Internet these days, it’s no surprise that fewer and fewer of us are talking on the phone.  It seems that e-mailing, tweeting, and Facebook messenger are the order of the day.  But in business, it’s not always so clear cut.  In fact, the companies that seem to do the best are those that are able to do a little bit of everything.  So in a world where every business is preoccupied by sending emails, is there a solid gold opportunity to boost your business by actually talking to your customers?

A lost art

There are plenty of people out there who now regard conversation as something of a lost art, and the dominance of the web seems to play no small part in that.  But having a conversation with a real human being is one of the best ways to make progress in business and personal relationships – so why aren’t more companies doing it already?  The telephone is one of the key components of good customer service, and most consumers will tell you that they’d rather speak to a person than send an e-mail any day of the week.  This means a couple of different things for existing companies: first, it means that if you’re not already using the phone as part of your customer service process, you should be.  And second, it means that you can actually gain a competitive advantage by doing so.

Start talking more and get the edge

By now, consumers are used to much customer service being carried out over the Internet.  People are in fact more surprised when a business suggests they give them a call rather than sending an e-mail or using a web form to get in touch.  Even the online ticket systems that apparently make things more efficient can be frustrating and time-consuming to use.  But implement a call center, or a team of phone-based customer service reps, and you’ll find your customer satisfaction skyrockets.  Couple that with the fact that so many other businesses are focused solely on the online field, and you’ve got a recipe for CRM success.  You’ll give often jaded customers a refreshing surprise by offering them a real human being to attend to their issues, rather than a template e-mail which (as we all know) is one of the most impersonal ways to be treated by a business.

The benefits of the spoken word

One of the great things about telephone customer service is that it doesn’t necessarily require any additional work than any other form of customer service.  For example, if a customer sends an e-mail to make a complaint or raise an issue, your company might start acting on it right away, but it could take 48 hours to reply via e-mail.  This can leave the customer feeling frustrated and annoyed.  On the other hand, if that customer is able to pick up the phone and speak to you directly, they’ll feel reassured in the knowledge they actually spoke to somebody about it – even if they leave the conversation with no more info than they started with.

Talk is cheap (and effective)

Considering the huge roster of benefits that telephone customer service can bring, it’s a very affordable solution.  It’ll almost always result in an uplift in customer satisfaction levels, and it’ll improve your reputation.  Plus, you could always combine your use of telephone customer service with its online variants, meaning you’ll have all the bases covered.  After all, it’s always a good idea to have a contingency plan in place, so if one form of customer service ‘goes down’ somehow, the other can pick up the slack.  Why wait for your competitors to get the edge and start speaking to your customers when you can quickly and easily arrange for a team in a call center to be the voice of your company?  In an ever-changing world, speaking to a human being to solve problems will always be the preferable choice for your customers.  So if you’ve spent a good proportion of your company’s history tending to customer concerns only via e-mail and the web, you may well be missing out on a golden opportunity to take your customer service to the next level.

To learn how Tacamor call center agents can help you build better relationships with your customers, contact us today.

Building the Perfect Call Center

For building customer loyalty and maintaining an exceptional business reputation, call centers are a critical piece of the puzzle.  Many companies today are seeing the value in having a top-notch customer service operation, recognizing that delivering excellent service is more important than ever before due to the abundance of choices available to the modern consumer, and a growing intolerance for ineptitude.

But, how exactly do you build the perfect customer service call center?

It is certainly not an easy thing to do, which is why more and more businesses are choosing to outsource their call center operations to a dedicated customer service provider.  But regardless of whether a business wants to outsource customer care or keep it entirely in house, there are a few common components that must be in place in order to create a truly exceptional customer service call center.

1.  The Right People:  You can have all the best equipment, technology and procedures necessary to deliver great customer service, but it won’t be worth a darn without a good team of agents working the phones.  Success in the customer service field requires a specific skill set and personality type.  Agents need to be good listeners who are able to understand and diagnose problems, often with limited information.  They also must be able to deal with the occasional angry customer, with the ability to diffuse tension and get to the bottom of an issue without becoming too emotionally involved.  Most importantly, though, they should be genuinely nice people with an overall positive attitude.  A smile can go a long way in the world of customer service, even on the phone.  Finding the right type of people to hire for your customer service call center is not always easy, which is why most call centers have extremely high employee turnover rates.  However, the rewards for building a staff of loyal, skilled and dedicated customer service representatives are immense — a positive and supportive work environment, cost savings from reduced turnover, and most importantly, the ability to provide truly superior customer service that will differentiate you from the competition.

2.  Reliable Infrastructure and Technology:  While at its core talking on the phone or responding to an e-mail may seem to be relatively simple things, there is actually a lot going on in the background at a typical contact center to ensure that everything happens smoothly and efficiently.  There must be a contact management platform in place to direct calls to agents, and the equipment must be good enough to facilitate clear communication back and forth.  Downtime must also be minimized and/or eliminated, because if customers cannot get through to the support line, you can bet your bottom dollar that they will soon go elsewhere, most likely a competitor.  To keep things running smoothly, software and hardware must be regularly maintained and kept up to date, and there should be redundant power and communications systems in place to deal with blackouts, etc.  It is also important to have a skilled and reliable network administrator at the helm to oversee systems operation.

3.  A Detailed Plan:  There are many decisions that must be made in the creation of a customer service strategy.  For example, should a live agent immediately answer all calls, or should an Interactive Voice Response (IVR) menu be in place to direct calls to the appropriate department?  Because there are different ways to measure customer service, which call center key performance indicators should you focus on?  Is Average Handle Time (AHT) the most critical thing, or are other metrics like First Call Resolution (FCR) more important?  How about self-service?  Do you want to give callers the ability to manage some account functions like cancellations or bill payments on their own via touchtone keystrokes?  There are a lot of costs associated with operating a call center, many of which are not always immediately obvious.  Have you taken things like higher power bills, employee turnover costs, equipment wear and tear, software licenses, management time and energy, and facilities maintenance costs into account?  The answers to all of these important decisions should be clearly outlined in your company’s overall customer service strategic plan.  This will be your road map to success in delivering an enhanced customer care experience.

No two call centers are exactly the same, but these common elements are found in the majority of successful customer service operations.  Incorporating them into your own plans can go a long way towards building, or partnering with, the perfect customer service call center.

Is Tacamor the perfect call center for your company’s needs?  We are true customer care experts with the right people, processes, and facilities in place to deliver the highest quality customer service.  Contact us today to find out how we can help your business!

Customer Service Leadership

In order to be considered successful, a company must grow.  In order to grow, a company needs to somehow differentiate itself from the competition.  Focusing on high quality customer service in order to deliver the best possible customer experience for consumers is a particularly effective strategy that many businesses are putting into action in order to set themselves apart from competitors.

But, if there has never been much of a focus on customer care in the past, how can a company suddenly become a customer service leader?

A commitment to customer service is not something that can simply be tacked onto a business as an afterthought.  Rather, it needs to be fully ingrained into the culture of a company, and really, the only way for that to happen is for senior management to buy into that philosophy and actually put the ideas into practice.  Only when upper management fully embraces this philosophical shift and starts to demand improvements in key customer service metrics will it trickle down through middle management to the front line workers.  After all, if the CEO of a company does not care about providing excellent customer service, why should the employees care?

One of the best (and easiest) ways to become a customer service leader is to outsource call center work to a firm that specializes in providing high quality customer care.  This usually means outsourcing to an onshore or nearshore customer service provider rather than going offshore.  While a business might be able to obtain a lower overall rate through an offshore call center, the quality of customer care may suffer.  Language barriers and cultural differences often come into play and detract from the overall customer experience.  Industry consultant David Filwood indicates that, “It’s not a racist issue; people relate over the phone to people they perceive as being from their region.”

According to a recent Globe & Mail article, many North American companies that initially outsourced their call centers offshore are now bringing them back due in large part to low customer satisfaction.  Sears Canada spokesman Vincent Power recently remarked, upon bringing the company’s repair service call center back to Canada, “There’s now a higher degree of satisfaction for calls related to parts and service than there were before.”

A leadership decision to outsource call center operations offshore to the lowest cost provider indicates that customer service is simply not a priority for the company, and that they are more concerned with cutting costs than delivering a great customer experience.  Conversely, finding the right nearshore or onshore outsourcing partner shows that customer care is a high priority for senior management, and that they are willing to forego the lowest possible rock bottom price in order to keep their customers happy.

Having upper management make the strategic decision to focus on improved customer care, and then actually taking steps to implement the strategy, is the first critical step that a company must take in order to become a true customer service leader in the industry.

Tacamor specializes in providing high quality inbound customer service and level 1 technical support.  Put us to work  for your company and see first hand how we can improve your overall customer satisfaction!

Building Loyalty Through Customer Service

Keeping customers happy is more important than ever before.

The logic is pretty simple.  Receiving exceptional customer service makes people feel good about a company, which in turn makes them more likely to be loyal to that company in the future.

In fact, in many cases a good customer service team can be even more powerful for building loyalty than continually delivering a good product or service.  A study by Marketing Metrics indicated that if a company consistently delivered its product or service without any problems, customer loyalty would be approximately 60-70%; that is, existing customers would be about 60-70% likely to keep buying their current brand of product or staying with their current service provider if nothing else changed.  However, if instead the company screwed up somehow (I.e. service interruption, defective product, etc.) but fixed its mistake through excellent customer service (I.e. immediately acknowledging the problem and quickly resolving the issue to the customer’s satisfaction), customer loyalty levels increased up to 95%!

People don’t expect companies to be perfect, but they really admire the ones that care enough about their customers to admit their mistakes and provide superior service to fix problems.

But why is customer loyalty so important?

One big reason is that people are simply becoming less and less tolerant of poor service these days.  The Harris Interactive Customer Experience Impact Report indicates that 86% of consumers have quit doing business with a company because of a bad customer experience, which is up from 59% just four years ago.  This is important because losing customers is expensive!  It has been estimated that it costs about five times as much to acquire a brand new customer than it takes to retain an existing one.

The deterioration of a company’s reputation due to poor customer service is another important consideration.  According to the White House Office of Consumer Affairs, a dissatisfied consumer will tell between 9 and 15 people about his or her experience.  Plus, with the proliferation of social media services such as Twitter, Facebook and Google+, this number can be even higher, causing more potential damage to a company’s brand.  This trend can also work in a company’s favor, however, as happy customers will generally tell 4 to 6 other people about their positive customer experiences.

The bottom line is that customer loyalty matters, especially in our modern economy where people have more choices than ever before.  People will not be shy about taking their business elsewhere, so companies must focus more and more on keeping their customers happy if they want to remain competitive.  Delivering great customer service is no longer the exception… it’s the rule.

Outsourcing your contact center operations to a highly qualified customer service provider like Tacamor can get you on the right track towards keeping your customers happy and building loyalty.  It might even save you money, too!  Request a quote today to find out how Tacamor can help your business.

Random Words of Kindness

Sometimes the simplest things in life are the things that are most appreciated.

It doesn’t always take something major to make a person feel good.  Little things like holding a door open, helping someone pick up a dropped coin, or even a simple smile can make a person feel on top of the world.

The same is true for customers.  Everyone likes to feel appreciated, and a kind remark here and there by a customer service agent can go a long way towards building a stronger relationship between a company and its customers.

Of course, delivering quick and effective customer service is usually the best way to keep callers happy, but a random word of kindness can be the icing on the cake that really strengthens the bond with the caller, and makes him or her feel special and appreciated.

There are many different things you can say to customers to make them feel good.  Some possibilities could be:

“I notice that you have been a customer of ours for ____ years.  I would just like to thank you for your business.  We really appreciate it!”

This indicates that the company does not take the customer’s business for granted, making him or her feel valued.

“I see that you also called us last month about another issue.  How did that go?  Did everything get resolved okay?”

This comment demonstrates a level of caring and concern on behalf of the company for its customers, and a commitment to high quality service.

“You have been one of the nicest callers I’ve had all day.  It has been an absolute pleasure dealing with you.”

This type of comment singles out the person in a good way, making him or her feel special compared to everyone else.

“I see that you’re on the __________ plan.  That’s a great choice.  I love that plan because _______________________.”

This statement indicates that the caller made a good decision, making him or her feel smart about that choice.  A personal endorsement by the agent also helps to further promote the company’s offerings.

In each case, these types of remarks help to build upon the overall customer service experience for a caller.  Sometimes it doesn’t take much to delight a person, and little statements like these can help to create (and maintain) customer loyalty, which should be a primary goal for any business.

Tacamor customer service agents can increase customer loyalty for your company.  Get in touch today to find out what we can do for you!

The Different Types of Contact Centers

Not all contact centers are the same.  Just as there are different kinds of animals stalking through the jungle and different types of vehicles on the road, there are many different types of contact centers out there.

The most obvious distinction among contact centers is inbound vs. outbound.  Inbound centers are designed to accept calls (or e-mails, web chats, etc.) from customers.  People get in touch with an inbound contact center for things like customer service, technical support, ordering a product/service, or obtaining information.  Outbound contact centers, however, focus on proactively making contact with existing or prospective customers, usually for the purpose of making sales or generating leads.  An outbound contact center would be involved in activities such as telemarketing or administering surveys.

Many contact centers are dual-purpose, with the ability to offer both inbound and outbound services, while others are solely dedicated to performing one type of service.  Some call centers are very specific in what they can offer, while others are more general.  A narrowly focused contact center may specialize only in administering surveys for the health care industry, for example, while a multi-purpose center might offer everything from telemarketing to high-end technical support for digital devices.

Some call centers, such as Tacamor, choose to specialize in a certain area (I.e. inbound customer care services) but are flexible enough to offer additional outbound services to clients if required, such as callbacks, survey administration, appointment confirmations, etc.  Under this type of model, a contact center is able to offer a wide variety of services, thus expanding its potential market for obtaining new clients, while still retaining the core competencies necessary to be a true expert in its domain.

The level of technology is another differentiating factor for many contact centers.  Some contact centers operate using the simplest technological infrastructure possible.  As a result, although this may result in lower operating costs, the services these bare bones centers are able to provide are often lacking.  For example, a call center with a primitive technological setup may have the capability of accepting inbound calls only, and be unable to provide support via e-mail, web chat, social media, or other channels.  Additionally, without a solid Contact Management System in place, it may be impossible for a contact center to deliver complicated reports on key performance indicators such as Average Handle Time, Abandon Rate, Service Level, etc., which are demanded by many clients these days.

Finally, the way that agents are assigned tasks can differ from center to center.  Some contact centers use a dedicated-agent system, whereby workers are assigned to a single client account only.  This type of model is advantageous in the sense that by only working on one account, the agent becomes a true expert for that client.  Other contact centers use a pooled environment, where agents may receive or make calls on behalf of several different clients.  These contact centers tend to be more flexible regarding the volume and type of work they are able to perform.  However, quality may suffer if agents are spread too thin and assigned to too many different accounts.

The type of contact center a company needs really depends on its particular business requirements.  While there are many different contact centers out there to choose from, not all of them will be suitable for every company.  Knowing exactly what you need in a contact center is the first step towards finding the right partner and establishing a profitable and lasting outsourcing relationship.

 

Tacamor is a primarily inbound contact center offering high quality customer service, tier 1 technical support, and other contact center services.  Are we the right contact center for you?  Request a quote today to find out!

Let’s Talk Technology! (What is a CRM System?)

Customer Relationship ManagementRelationships are important, both in life and in business.  Competition is fierce and customers generally have a lot of choice these days, so building loyalty becomes more and more of a challenge.  It doesn’t take much to turn a normally happy and content customer into an angry, fire-breathing monster capable of causing serious harm to your business.  Just ask Jeff Jarvis, an unhappy Dell customer who stirred up a whole lot of trouble for the computer manufacturing giant when he created a blog criticizing the company.

Today, most companies know that maintaining good relations is a key step to retaining their customer base.  This has lead to the creation of the term Customer Relationship Management, or CRM.  At its core, CRM is a strategy that companies use to handle interactions with customers.  It is a business philosophy that emphasizes the importance of customer interactions by having specific processes and systems in place to manage each contact.

Information management is at the heart of any good CRM strategy.  The more a company knows about a customer, the better it is able to manage that relationship.  In the call center industry, specialized CRM software is often used to build a centralized database of customer information.  With a good CRM system, whenever a customer phones in with a problem, the call center agent is able to quickly and efficiently find the relevant information about the caller all in one place.  This streamlines the process, allowing the agent to address the issue quickly without having to waste time pulling information from various other sources like spreadsheets or multiple databases.

Callers usually appreciate a speedy resolution to their problem, so having a dependable CRM system can dramatically enhance the overall caller experience and improve customer retention.

Many CRM systems these days are very customizable, with the ability to track and record many different pieces of information for each caller, and create detailed reports.  This allows a company to better understand the specific needs of each of their customers, and thus improve the overall relationship by offering better, more individualized service.

A complete and comprehensive CRM system combined with a top-notch staff of customer service agents like Tacamor’s can turn your call center into a true powerhouse!

Tacamor has the technology, expertise and staff to build effective customer relationships and improve your customer retention.  To find out more, contact us today!

Would your outsourced call center get you convicted?

An outsourced call center should help keep you out of trouble.“Keep the customer satisfied.” It’s the mantra of every outsourced call center on the planet, or at least all the ones that truly care. We’re all out there trying to win your customer’s trust and loyalty, while also improving your company’s reputation and profitability. If we’re good — or even great — after awhile the level of service we provide will become part of your company’s image and reputation.

At that point, people would never need to ask if you had a great call center on your side; it would be immediately obvious. Our concern for your customers would be unmistakeable in every call we handled. Pride in being your voice to your customers would be visible in every report we provided you. Our commitment to quality would be undeniable. Those are the ways an outsourced call center should be.

So how amazing is your call center?

Take the test.

If poor customer service were suddenly made illegal…
would there be enough evidence to convict your company?

Imagine that.

[Read more...]

3 customer service lessons to help you profit from Cyber Monday.

'Inverted keyboard' photo (c) 2009, Jean-Etienne Minh-Duy Poirrier - license: http://creativecommons.org/licenses/by-sa/2.0/Maybe you’re a big player in e-commerce and Cyber Monday in particular. You’ve put a lot of talent, strategy and money into getting in front of online shoppers, and making the most of every interaction. And maybe you’re really happy with how it’s all working for you.

Or maybe you’re not that happy. Maybe you haven’t actually put that much into it yet. And maybe you’re not even promoting Cyber Monday at all. Hey, maybe you’re still even not quite sure exactly what e-commerce means.

If you fit anywhere in that second group of maybes, Cyber Monday may not be making a lot of money for you this year, but it still presents great lessons on how to ramp up your company’s marketing successes. Here are three customer service lessons that can help you profit from Cyber Monday… and from other major promotions too: [Read more...]

Is your call center discouraging online customers from buying?

'Texting' photo (c) 2006, kamshots - license: http://creativecommons.org/licenses/by/2.0/Whether it’s an outsourced call center or in-house, your customer service team is being given considerable money each month to make things happen. Among the most widely named objectives that companies name are:

  • Improve customer satisfaction.
  • Increase sales.
  • Retain customers you would otherwise lose.
  • Build a competitive advantage.
  • Improve your understanding of what your customers like and don’t like.

Those are all great objectives, and all attainable. However, as the growth in Cyber Monday shows us, more and more and more customers are shifting to online shopping, and more and more of them are moving to shopping from a mobile device. Now the entire customer service process becomes increasingly precise. [Read more...]

Is your customer service team ready for Black Friday?

'Christmas shoppers in the Bullring' photo (c) 2009, Mark Hillary - license: http://creativecommons.org/licenses/by/2.0/Something profitable this way comes. In just a few more days, stores across the United States will officially kick off the Christmas shopping rush, as millions of people stream in through their doors looking for great deals. It will also be the start of the customer service rush, a less known but absolutely vital time for businesses as they strive to care for all those customers.

This isn’t just about being nice though or trying to appease customers when things don’t go as planned. There are some serious dollars at stake here. We’ve noted before that customer service may save $44 billion in lost sales for online retailers alone. Still, far too many companies see their customer service departments as necessary evils rather than ways to generate real profit. And an outsourced call center is still seen as a way to cut costs rather than a way to bring in skill sets that can help retain customers and take customer loyalty to a whole new level.

Is your customer service team ready for Black Friday, and the busy days to follow? [Read more...]

An outsourced call center won’t fix this!

An outsourced call center can solve many problems, but not these!Companies generally outsource their call center services in order to save money and at the same time hopefully improve the quality of their customer service or technical support. With an exceptional call center, everything should go according to plan.

However, sometimes things don’t go anywhere near the plan, even with the best call center on board. No one wins. The company feels let down. Customers don’t get the service they deserve. And the call center is unable to meet the service levels to help it build a solid reputation and bring in more clients.

Where did things fall apart? If we assume that a proper call center was indeed selected in the first place, the problem will often be rooted in either product quality, or the level of communication between the company and its call center. [Read more...]

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