2010 July | Call Center Cafe

Call Center Customer Services – Your Company’s Vibrant Business Culture Starts Here

July 31, 2010 By Gail 1 Comment

Call Center Customer Services – Your Company's Vibrant Business Culture Starts Here

By Rob Porter

A winning customer service culture starts from inside of your business. It begins with great customer service strategies powered by the decision-makers of your company. Many pioneering business leaders are now using one strategic method to create a long-lasting customer service culture: they're simply turning to a call center for customer support.

Obviously, call center customer service can't replace interpersonal and face-to-face meetings. But outsourced customer service can help you create these meetings and keep your customer and client relationships fresh. Customer service representatives can create client consultations, schedule meetings, and create telephone conferences (which is especially valuable if you communicate daily with international clients).

Why Skillful Agents Gain Over Naive and Fresher Ones?

July 31, 2010 By Gail 1 Comment

Why Skillful Agents Gain Over Naive and Fresher Ones?
By: Morris Jane

If you are in training department of a call center, you may have experienced the dismay to see that yet one another batch falls short of expected category. Due to the always needed workforce, HR has to keep recruiting them and training department has to take them through to product level.

From the assessment to final training round, the hired group keep lagging behind and lacking the strongest part of being an agent–Skills. The newly recruited agents could be either naive or have some attitude and personality problems that are not deemed as fit for Customer Support Executive job.

Innovative Call Center Strategies

July 30, 2010 By Gail 1 Comment

Innovative Call Center Strategies

By Ivana Lewis

The significant factor behind a company's decision to outsource its telemarketing division rests on the age-old concept of return on investment. At the end of the day, all that a firm checks is whether benefits accrued is greater than the costs incurred. The management's job is to ensure that the cost-benefit ratio is maintained after business process outsourcing.

The usual advantage of outsourcing your business is curtailing the expenditure one makes on hiring and maintaining a staff devoted to telemarketing and the cost saved on procuring the equipment. Although a part of this saving is used to pay the BPO firm, but compared to the high cost of hiring labor locally, it is a bargain. The whole business of outsourcing would not have flourished if it had not been for the expensive local labor available to the firms.

Once you have taken care of the initial cost, outsourcing does help in contributing to cost-cutting in the long run, typically after the gestation period is over. The primary reasons for a company to employ an offshore call center to cater to its telemarketing needs can be summarized as follows,

How Your Call Center Should Respond to Disaster

July 30, 2010 By Gail 1 Comment

How Your Call Center Should Respond to Disaster

By Nicolas DAlleva

There are countless disasters all over the world every day that have truly horrible consequences. While businesses certainly can be interrupted and transactions held up by things such as war and terrorist attack, a lot of damage can still be done by more common emergencies such as fire, lightning, flooding, earthquakes as well as telephone and electrical outages. These all can potentially affect your call center, causing problems for your clients.

So, you might be asking, "How can I lessen the effects?" Well, planning what you would do beforehand and having good communications are important. People usually do not expect problems, and they usually do not happen- but if one ever happens you will be so much better off if you are prepared. If you do not, then there can be horrible effects for you center and your clients.

Overseas Call Centers & American Call Centers

July 29, 2010 By Gail 4 Comments

Overseas Call Centers & American Call Centers

By Nicolas DAlleva

Over the past few years there has been renewed discussion of the benefits and drawbacks of using overseas call centers versus domestic centers. Many people laud contact centers based in foreign countries as one of the greatest cost-cutting options in recent memory. Others write off overseas call centers as inexperienced, unprofessional, and bad for business.

Despite all the talk, there is no consensus in the business community regarding which kinds of call centers are better. The most likely reason for this is probably because domestic and foreign call centers offer solutions appropriate for different sorts of situations. Companies who use one kind of service may be wildly successful where a different company might have a bad experience with the same group.

Customer Management – Way to Call Centre Success

July 29, 2010 By Gail 1 Comment

Customer Management – Way to Call Centre Success

By Jems Hug

The main function of the call centre is to provide customer care services in order to fulfill the need of customer acquisition for their clients' businesses. This practice has become very frequent, thereby leading to the growth of innumerable BPO firms that are running a rat race. Every firm tries to surpass each other's performances by offering effective customer support solutions.

Interaction is necessary for developing any kind of relationship and that is what the call centre employees are paid to do. But one can deliver good work only when one is satisfied with the company where one is working. The same is applicable for the BPO employees who are required to work at a stretch.

The Benefits of Customer Service Training

July 28, 2010 By Gail Leave a Comment

The Benefits of Customer Service Training

By Malcolm Carlaw

Customer service training will improve the experience of your stakeholders and the profitability of your business. Any business will tell you that without customers, there isn't a business. Respecting the consumer as the real driver of your business' success is key.

Especially for businesses where service skills and communication skills aren't taken into account during hiring, that's where customer service training comes into play. Providing excellent C.S. has many benefits and the importance of providing outstanding customer care is something that should never be under-emphasized. Some of the benefits of customer service training include:

Verbal Aikido: 7 Ways to Handle Difficult Customers

July 27, 2010 By Gail 1 Comment

Verbal Aikido: 7 Ways to Handle Difficult Customers

By Myra Golden

In my live complaint resolution seminars, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken away as I watched Steven Segal effortlessly defeat his opponents without violence or aggression in half a dozen of his movies.

Aikido is a nonviolent martial art that never meets force with force and can be applied to conflict situations with demanding, irate or unreasonable customers. (I've personally applied Aikido to situations with customers, employees and co-workers.) Using the principles of Aikido, you too can diffuse anger and demonstrate amazing control over all aspects of verbal attacks.

People using "verbal aikido" can respond to heated situations directly and assertively without being pulled into the drama of the battle and they can lay the foundation for win-win resolutions that maintain the customer's loyalty – even with angry customers. Here are 7 Aikido principles that will help you more effectively respond to anger.

9 Steps for Coaching Call Center Agents

July 27, 2010 By Gail 1 Comment

9 Steps for Coaching Call Center Agents

By Myra Golden

The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here's a 9-step plan for effectively coaching call center agent phone calls:

Telephone, Email or Chat – Which Customer Service Support?

July 26, 2010 By Gail 1 Comment

Telephone, Email or Chat – Which Customer Service Support?

By John Borillo

Businesses need repeat clients to grow. These days, customers are identifying the most appropriate channel to choose and to buy a product.

The recent ATG research study reveals that 30% of customers use three or more channels for a single transaction. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visit and customer service – for their buying decisions. Customers turn to customer support if they cannot locate a store, they have inquiries, or want someone to help them with their purchase.

2 Strategies to Create a Great Customer Experience

July 26, 2010 By Gail 1 Comment

2 Strategies to Create a Great Customer Experience

By John Borillo

In the world of marketing and customer service, real-world tools can do wonders in enhancing customer experience.

Today, we can never underestimate the potential these tools – customer activity tracking, surveys, after-sales calls, and data imports – can bring to our growing business. They give us a foretaste of that experience too when we see things from the perspective of the customers. They appreciate companies taking that time to further study and analyze consumer habits and preferences to effectively serve them more effectively. Gone are the days of "shot-gun" approach in knowing our consumers. We cannot take that risk anymore.

The Simple Guide to Call Centers For Agents

July 25, 2010 By Gail 1 Comment

The Simple Guide to Call Centers For Agents

By Joel Owens

Call centers have become the rapid growing business in many countries because of the need for mass hiring of employees. For example, a large Philippine outsourcing company can now accommodate as many as two hundred employees in one branch. One might say that this is all due to its outsourcing nature wherein the call center is enthusiastic in handling the requests of its customers branching out to different aspects and levels of businesses of all sizes.

A company which has a call center or focuses on call center services will need to handle on outbound and inbound calls. The topics of conversations could range from customers asking about a product, a computer illiterate grandma asking for technical support, irate customers complaining and others.

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Call Center Customer Services – Your Company’s Vibrant Business Culture Starts Here

Why Skillful Agents Gain Over Naive and Fresher Ones?

Innovative Call Center Strategies

How Your Call Center Should Respond to Disaster

Overseas Call Centers & American Call Centers

Customer Management – Way to Call Centre Success

The Benefits of Customer Service Training

Verbal Aikido: 7 Ways to Handle Difficult Customers

9 Steps for Coaching Call Center Agents

Telephone, Email or Chat – Which Customer Service Support?

2 Strategies to Create a Great Customer Experience

The Simple Guide to Call Centers For Agents

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