Optimizing BPO Call Center Options: Orienting Agents Before Rollout

Optimizing BPO Call Center Options: Orienting Agents Before Rollout

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As a real-time medium, contact center support continues to gain traction over the years, with many companies outsourcing their services to BPO call center companies. If you want to lease service that’s effective in voice support, here are some services you should expect from the provider you choose:

Customers Transcripts Are Available If Necessary

It’s a surefire way to ensure that the interactions with the customers is transparent. Customers are going to want to save the useful information they get whenever they talk to agents. Note this service isn’t staple from most providers, so consider these added value to the offer. Agents must be ready to email a copy of the transcript to customers after the live chat, provided the need and urgency are established.

Mastery Of Products Or Services Endorsed

Common knowledge? Unfortunately, you’ll find BPO call center companies that are content with general knowledge of the client’s offerings. To avoid this, your provider should be fully aware of what you have to offer, follow-up on current discounts or promotions. Informed agents definitely make customers happy, ensuring conversations are pleasant and progressive.

A Positive, Can-Do Attitude

In terms of delivering a good customer experience, having the knowledge is not enough. It’s also important to give off a pleasant and approachable vibe to the person you’re talking to. How exactly can your provider do this? It’s all in the mindset. Every challenge is an opportunity to serve clients as best as you can, anyway you can.

Prompt And Responsive

A key aspect of contact center support is almost-instant interactivity. Customers are going to expect that they talk to an agent as quickly as possible. When it comes down to it, agents shouldn’t keep them waiting for more than 10 seconds. The best chat agents can do so with four to six simultaneous requests, too.

Your BPO Call Center Should Remain Grounded, Genuine

Customers are going to see all through those pleasantries, particularly if they feel they’re just weaving through to a spiel. It’s important to be honest in every live chat session – no empty promises. Own up to the limits of what you can do. This could mean that if you don’t have knowledge of the issue at hand, you should simply transfer the session to a superior or an agent who specializes in the subject matter.

These Five Language Hacks Will Improve Your Call Center Customer Service

These Five Language Hacks Will Improve Your Call Center Customer Service

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Customer service is all about response and engagement. Whether you’re handling complaints or outreach, your choice of words determine the outcome. This is more important in call center customer service; focus on tone and phrasing, because even your pauses have meaning. It’s fortunate you can develop customer service with training and practice.

You want to convey your best interest during the conversation. You’ve composed your email and reviewed the spiels to use on the campaign. Are you putting your clients’ best interests as priority? Consider these five language adjustments if you want to improve engagement and service:

1. Use “We” And “I” Appropriately

The trick is to use “I” when you’re bearing responsibility, “we” when you want to reassure clients their concerns will be resolved. Approach each engagement like you’re part of the team, even if you’re the one doing all the legwork. You’ll send an impression everyone is on board towards reaching a resolution, and your clients consider you part of the company instead of a lone representative.

Use “I” sparingly, and only when you’re assuming responsibility for a problem. Sometimes you’ll be tempted to use this pronoun when taking credit: don’t. You’re better off sharing the kudos to the team.

2. Use “I Don’t” Instead Of “I Can’t”

Starting your sentence with “I can’t” conveys helplessness, an inability to resolve the client’s concern. Isn’t solution the goal of support? In call center customer service, “I can’t” negates your efforts to build rapport with your customer. Remember, there’s always something you can do to resolve a problem, including escalating it to an immediate superior.

Using “I don’t” in your response means you’re decisive, proactive. It also confirms you’re on top of the situation. Offer alternatives to your client if you cannot accommodate the preferred option.

3. “Value” Is Crucial In Call Center Customer Service

Nothing relays you value your clients than explicitly saying you value them. In heated complaints, this is reassurance you’re exerting effort towards resolution. It’s hard to show empathy over the phone or through email, apart from explicitly saying what you mean, straightforward and concise.

Say “I value your concern,” or “we want you to know you’re a valued customer.” Make sure you deliver to the statement in the meantime, though, take steps to ensure you’re in progress with solutions.

4. “I apologize” Instead Of “I’m Sorry”

There’s subtle difference between the two phrases. It’s similar to the efficiency of “I don’t” over “I can’t.” For starters, “I’m sorry” is too casual and familiar, the phrase you use when you have no solution left to offer. On the other hand, “I apologize” hints you’re accountable to the mishap, and you’re taking responsibility for the consequence.

“I apologize” is also diplomatic compared to “I’m sorry.” You’re owning up to the fault, but you’re not resigned to finish the conversation with offering the best, alternative solution.

5. Use “Sincerely” In Valediction

Do you ever struggle when it comes to closing your conversation, correspondence? What are your stock phrases when signing off on your letter? It turns out some phrases leave better impressions than others, and “Sincerely,” is the best way to sign off the conversation.

Adapt your language to your relationship with your recipient; a hint of familiarity is often best, especially in call center customer service. “Best regards,” “best wishes,” and “yours truly” are good finishers, but nothing beats “sincerely” in clarity and brevity.

Language is your first tool in customer relations. If you’re into the business of people, it’s crucial you use it with precision. Implement these hacks regularly and you’ll notice an improvement in customer feedback, retention, and acquisition.

Did You Earn Your Weekend? A Three-Step Guide For The BPO Contact Center Industry

Did You Earn Your Weekend? A Three-Step Guide For The BPO Contact Center Industry

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There’s a reason why people say “thank goodness it’s Friday.” When was the last time you heard someone rant about the weekend? By weekend we mean the period when you actually enjoy some rest and relaxation. Sure, in some industries the definition of the weekend shifts with the schedule (think BPO contact center representatives). Some office staff also take pleasure in ensuring the work for the workweek is really behind them.

For most people, the weekend starts after Friday rush hour, and can end up to the wee hours of Monday morning. Some feel guilty about enjoying the weekend, though, especially when there’s still work left to finish. How do you know you deserve the break, then? Here are three signs you’ve had a great workweek:

1. You plotted and finished goals for your workweek.

Nothing’s more satisfying than knowing you’ve ticked items on docket. Did you complete your mid-term goals, finished all routine tasks? Work never really ends, though, and there’s probably more waiting for you by next week. The point is you were able to put as much as you can behind you, enough to start afresh.

On the flip side, the BPO contact center operates under wildly shifting schedules, and it’s likely workweeks are of uneven lengths. Turnover tasks also vary. “Do all you can, with what you have, where you are.” Theodore Roosevelt knows what it means to do meaningful work.

2. You took on tasks that are over your head, and prevailed.

This is icing on the cake of a great workweek. Did you have items on agenda more than you could handle? Maybe you finally took on tasks you’ve been dreading for a month? Were you forced to jump-start tasks no one else dared to touch? Finishing tasks you didn’t expect to start is great motivation for your weekend. Plan something special and celebrate.

Of course, the downside is realizing you’ve held on for so long on tasks, which is procrastinating. There are always items low on people’s priority lists; thank yourself you finally found it in you to start and finish these.

3. You innovated.

You’ll only appreciate something new when you’ve tread the old routine. Did you discover how to improve on existing processes? Maybe you met a client who have ideas that spark new growth to your business? Did you unlock potential you didn’t know you had? Anything that improves upon the old should be welcome, and you should pat yourself on the back for the achievement.

The BPO contact center is fast-paced and routine-based, and office staff are known for handling the same tasks periodically. Wouldn’t it be nice if you can inject innovations to enhance processes, skip steps, improve output?

Everyone deserves the weekend. Especially those who can put their stamp of approval on the previous workweek. If for some reason you evaluated your work and found it lacking, don’t worry. Next week will catch up soon enough.

Customer Services: Three Essential Processes

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At the heart of every business endeavor lies the basic need to deliver quality products or services. And though there is a myriad of ways to go about achieving this end goal, it’s still important to remember order processing is just as crucial. A fast, easy, and reliable system of order processing can make for an accurate and hassle-free experience, leading to customer satisfaction and continued patronage. So the need for a proper order processing system, especially in the Digital Age when products or services can be easily accessed online, should be prioritized and properly designed for smooth and seamless transactions.

There are key factors business owners should keep in mind to create an effective order taking and processing system, though they are usually overlooked and unappreciated, these are significant just the same. With online services continually improving and becoming more and more customizable, it’s easy to get wrapped up in all the tech, and forget about the main purpose of the whole transaction.

Standard Forms

Starting the whole transaction is the customer placing their order, and in comes the all-important order form. Whether via telephone, web, or in writing, the form should be simple and straightforward, for the benefit of both the customer and the company’s internal teams. All details and relevant variants of the service or the product should be present to easily provide an accurate account of what the customer wants from the company; and it’s in the representative’s best interest to make sure the customer properly understands the requirements and information for a smooth transaction.

The filled up form should be regularly confirmed with the customer. Double-check to make sure everything is in order, and reassure customers they are getting what they want, for the proper price agreed upon. Once the order is finally placed, the completed form would breeze through being processed and getting to the customer.

Order Confirmation and Status

Between the time of placing the order and receiving the product or service, customers would want to know the order’s status. As with the process of taking the customer’s order, representatives should confirm the details of the order placement, complete with a reference number and the receipt of the order purchased. Customers should also be duly notified by the delivery status of the order, if there are any delays or any changes as per the customer’s requests. It is imperative that customers know the status of the order, to reassure them their order has been processed and will be delivered.

Then, once the product or service reaches the customer, and the order has been completed, representatives should confirm if the completion of the order was delivered to the customer’s satisfaction. Communication with the customer is important when it comes to any business endeavor, since it is important for both parties to agree on the same thing, for all intents and purposes.

Customer Feedback

Many businesses tend to forget about this valuable factor when handling orders; they are missing out on the chance to discover what their customers think of their services, if there should be improvements made, or to take up suggestions that can make their future transactions run more smoothly, coming from a customer’s perspective.

By taking the time to reach out, businesses can come up with new ways on how to deliver their products or services better. And by valuing the customer’s comments and suggestions, customers will feel more inclined to trust in the business and rely on their products or services.

With the proper and effective order taking and processing system, the company can look forward to productive transactions, stable growth in the market, as well as a growth in loyal clientele. Going back to the basics of providing quality customer service and taking time to understand the clientele, their wants, and their needs will pave the way for an unparalleled customer service that will be sought after and appreciated.

Elsewhere on this blog:

Why Bother With Post-Sales Follow Up?

Four Easy Steps to Calming Angry Clients

Boost Your Business Without Going Bust – 4 Scaling Tips for Startups

A Three-Step Guide to Effective Contact Center Management

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In today’s highly-competitive industry, it is no secret the primary goal of every entrepreneur is to attract and maintain customers, ensure their business’s success in the long run. This is due to the fact that corporations go head-to-head when it comes to providing the same products/services, leaving consumers with a wide variety of choices and ultimately, giving them the power to choose which brand is better, which lacks the ability to satisfy consumer needs. In light of this situation, companies see the only way to increase sales is to make sure customers keep coming and keep purchasing. Hence the birth of a more elaborate and organized customer service and support system.

Not until recently, business owners saw the worth of customer service as a minor factor in the development of their corporation. But with the growing competition among industries, followed by rapid changes in market trends, corporations are forced to invest and provide more attention to customer service, to building relationship between the company and its target market. In line with this new marketing strategy is the birth of the contact center, a system under a company’s Customer Relationship Management (CRM) department that handles customer issues. Generally, contact centers are the ones responsible in maintaining good customer relationship, it’s main role is to provide a clear communication line where customers can conveniently voice out their requests and concerns.

Here are three simple but essential steps to help you better manage your contact center.

Know Your Role

It’s hard to do your job if you have no idea what your duty really is. You’ll perform to your potential if you’re well aware of your role – the nature of your work, why it’s important, and what you’re doing it for. Knowing the importance of the contact center, as well as your company’s benefit, will give you detailed reason why the job is crucial. This way, not only will you learn how to act accordingly, you will also find some motivation to help you focus on your work.

Act the Part

However, knowing the nature of your job is not enough. The next step is to act the part. Once you understand your role to the full, it’s time to set goals that would lead to the success of your department and the company as a whole. It is essential that you and your team work in synchronized manner, with the same ideal in mind. Just like in a play/movie, each person has a role, and the whole cast/company has to perform as one unit for the play to really work. The same is to be said in contact center management: for the whole crew to build a harmonious connection with the customers, everyone has to play the parts assigned to them. Only in this way could the team achieve the set goals, which includes maintain a good relationship with the clients.

Own the Part

The ultimate role of a contact center team is to make sure customers get the attention they want and deserve. Meaning, a contact center system works for the sole purpose of endorsing their company’s good image, by presenting an excellent customer service performance. Contact center teams need to keep in mind the department exists to increase customer retention rate. This being said, they should know that their job as contact center personnel essentially means the success or failure of their company.

While it is true that modern technology is of great help in enhancing customer service performance, it can also be said that the technical aspect is not enough to build a strong foundation for a customer support. The real deal still fully relies on the ability of the employees to perform in accordance with the standards of their clients.

Elsewhere on this blog:

How’s Your Outbound Sales Performance Doing?

Five Tips for Providing the Best Customer Service Experience

Expanding Your Business Reach: Multilingual Contact Centers

How’s Your Outbound Sales Performance Doing?

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One way businesses generate (revenue) leads and sales is through outbound marketing: sales representatives reach out to existing and prospective customers, promoting products and services. However, this marketing tactic is often overshadowed by inbound marketing, what most companies don’t realize is that outbound marketing is just as important as any other marketing strategies.

While it has its own flaws and disadvantages, outbound marketing can potentially increase not only leads and sales, but the number of loyal customers as well. In today’s industries, consumers not only look for quality product and services; customer service and support are just as important.

Consumers are more inclined to patronize a brand if it delivers well in customer service; they will trust your company if you show a sense of responsibility and empathy. To earn and build loyalty, you have to be sincere in your efforts, and communicating you want the best for them is priority.

This is accomplished in outbound marketing, where sales representatives engage and develop trust with clients. Since their job is to persuade consumers to buy products, outbound sales agents can make use of personal strategies in establishing rapport with customers. This method can be effective if the goal is to generate sales. But how can you be sure if your outbound marketing team is doing their job right?

How is your company’s outbound sales performance doing?

As experts put it, business is not just about product/service quality, there’s also emphasis on customer relationship. Corporations have to realize the way customers think, something which changed over the years. It is still essential to secure a special connection with them. The ultimate goal for every company is to build and maintain a good and trustworthy image. This involves providing high-quality products, and effective customer service and support. This principle is applied in outbound marketing. Anticipating the challenges involved, here are two simple tricks you can implement:

1. Identifying, understanding your prospects

Outbound sales representatives need to know, having basic information about clients won’t do them any good. If they want to really see some progress, sales agents have to understand the way customers think. They should be able to relate to the clients’ situation – how it is in their customers’ shoes, how would they respond to the call or offer? Would they consider buying if the conversation is lighthearted? Does straight-forward work to them best? Agents should be able to contemplate these things before planning their marketing approach.

2. Build lasting relationships

Once the agents establish a connection with prospects, the next important thing to do is to nurture that relationship. Customers who feel a certain bond with a company are most likely to continue patronage with them. One way to do this is with consistent follow-ups, updating on new products or promos that could stir interest. It’s these little things like these send customers the impression that your company has a focused and dedicated customer support system.

While some customers may be a little hard to persuade, following these steps can change the course of your outbound sales. The key here is that your company must convey your message (that your customers are important) clear and loud. As a business owner, the first step you need to do is to find people who can successfully do the job. Look for employees who are effective communicators, good decision makers, great listeners, and most importantly, those who have dedication. Do this and your outbound marketing team should be fine.

Elsewhere on this blog:

Why Bother With Post-Sales Follow Up?

Maximizing Customer Retention: Handling Complaints

Five Tips for Providing the Best Customer Service Experience

Five Tips for Providing the Best Customer Service Experience

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A bad customer experience can ruin your business reputation, drive customers away. This is unfortunate realization for companies forced to recall products, compensate for poor service. It’s really difficult to make up for such scenarios, especially when you’re up against angry customers who just wouldn’t quit. This is why many consider customer service outsourcing an efficient solution to complaint management. Whether your customer support is in-house or leased, these best practices should spare you from mistakes too many companies fumbled with.

1. Provide a clear explanation

You’re very familiar with your industry’s technologies and terminologies, and they say familiarity breeds contempt – towards your customers. If you can’t explain your service in plain and simple terms, the customer will feel misunderstood, even patronized. The clarity of communication is important because it affects everything you do. It influences the customer’s decision in buying as well as their experience in using the product or service offered.

Aside from slangs, colloquialisms, or technical jargon, you should also avoid passive-aggressive language and negative undertones. Explain things in chronological order or in order of difficulty, complemented by a friendly voice; your customers appreciate clarity.

2. Active Listening

In answering queries and dealing with customer complaints, listen with an intent to understand what the real problem is. If you ignore the issue or fail to meet your customer’s expectations, the situation could worsen or escalate.

To save you from failed communication, pay close attention to the words used, as well as the tone and other nonverbal signals used in a conversation. Through this simple practice, you would know where a customer is coming from, and you can address the problem correctly and efficiently. If you’ve considered customer service outsourcing, invest in training and coaching programs to ensure your support is equipped to handle the worst customer complaints.

3. Use Positive Language

One way you’ll steer clear of accidental conflicts brought by failed communication is to use positive language. Instead of saying “can’t” or “unavailable,” shift to words that propose a definite solution. When the focus of the conversation is on the outcome, the customer is less likely upset in the end. Done professionally and formally, the angry or frustrated customer will still trust your brand.

4. Follow up on Customer Requests

Whether you promised to give an update on a request or not, the customer expects the agent to follow through until completion. Failing to do leaves the impression you’re unprofessional, and may smear the reputation of your business. Before it happens, keep in mind all the requests deserve an immediate response, ensure your customers are guided from start to finish. Remember to be accountable for the customers’ satisfaction, making them feel important and valued.

5. Close the Conversation on a Good Note

Closing a conversation is more than just saying thank you and goodbye. A good agent doesn’t leave an issue hanging and unresolved. He/she guarantees that every transaction completely addressed the customer’s question or achieved the purpose of the call. Your willingness to close a conversation correctly shows that you want to get things right and care about the customer’s gratification.
A good customer experience sustains retention. Manage your customer base well and watch your prospects grow through word-of-mouth, on social media. Building a good reputation takes time; value what you’ve accomplished by keeping constant pulse on your customers.

Elsewhere on this blog:

Maximizing Customer Retention: Handling Complaints

Essentials of Contact Center Management: Call Handling

Four Easy Steps to Calming Angry Clients

 

Media Managers

Expanding Your Business Reach: Multilingual Contact Centers

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The Philippines is a primary source of English-fluent customer service employees, no doubt a feasible destination for companies in need of business process outsourcing. Did you know opportunities also abound not just for Anglophiles, but for multilingual customer service representatives? What makes multilingual contact centers prime potential, for companies looking for cost-effective solutions to sales and customer support? Your business has a lot to gain, whether you’re a start-up or large corporation. How can you take advantage of it? Here are points to consider before you invest:

A Culture Open to Influence

Most Filipinos are at the very least bilingual—learning English side by side with their native tongue at the start of their schooling. Many even have third or fourth languages, dialects learned in childhood. Thoroughly exposed to Western culture, Filipino contact center employees are surely comfortable in dealing with foreign customers. Their openness to other aspects of foreign cultures help them adjust and adapt to change, too—from their knowledge of Western pop culture to the influences of Malay, Chinese, Japanese, and Korean culture in their vocabulary and lifestyles.

Moreover, outsourcing employees who are well-versed in more than two tongues is an easy feat, given the prevalence of students studying in language institutes across the country.

Crucial Aspects in Maintaining a Good Multilingual Contact Center

Having a vast talent pool of people fluent in English, Mandarin, Spanish, Korean, or other languages is a good start. However, it’s better if you find other essential aspects before you invest in the country. This includes building a solid sales team who can easily fire on all cylinders to scout new demographics. Furthermore, it’s important your talent is thoroughly trained to be language and culture competent.

Investing in human resource outsourcing means investing in their potential. Employers must require more than fluency, since the customers they face will have different temperaments. For instance, German and Japanese customers are more likely to expect more efficient responses, given the importance of time in their cultures. Moreover, train your employees to know the variations in spellings in English—no matter if it’s American, British, Australian, or other varieties.

Developing a multilingual contact center pays off in the long run. So long as you make the most of your teams’ potential, you’ll always have someone able to step in to handle foreign-language clients.

Elsewhere on this blog:

3 Big Reasons Why You Should Hire a Graphic Designer

3 Great Benefits of Outsourcing Data Entry

Hiring Your First Offshore Employee – Outsourcing Tips for Beginners

Navigating Timezones: Three Strategies for Expanding Businesses

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Are you having trouble calculating the difference between EST and PST? Have you ever juggled one-hour discrepancies between states and cities? The tangle of time zones can twist your business into knots, especially if you’re involved in supply and customer service. Whether you’re dealing with clients or partners, it pays to be conscious of time zones. This inconvenience is necessary, but can be mitigated by outsourcing services to teams who can handle aspects of operations round the clock.

Toggling the timezones can be messy, but becomes second nature once you get the hang of it. Here are three strategies to start with:

1. Use Your Phone’s World Clock and Converter

It’s one of the most neglected features of smart phones, also one of the most useful. You’ll find this indispensable when you’re doing business in multiple locations. If you’re trying to schedule a meeting with clients from different countries, setting the best time to meet is easy when you have all the local clocks on hand for comparison.

Use this feature as a crutch until you know the conversions by heart. You can also rely on your smartphone’s world clock for every transaction. Either way, use this often enough and eventually you won’t need it.

2. Lay Down Timezone Rules with Clients

This is an awkward way to start, but must be settled so everyone’s clear on expectations. Which timezone will be used as basis in meetings, deliveries? This depends on your relationship to the other party. If you’re dealing with customers and clients, you’ll have to adjust. Otherwise you’ll have to compromise.

What’s the use of setting timezone ground rules? No one has an excuse for missing deadlines and deliverables if there’s a standard time set. You’re also displaying good business sense if you go out of your way and adopt a client’s local time as basis.

3. Keep Your 24-Hour Workday Feasible

Round-the-clock customer support is unavoidable when you’re serving customers in various timezones. It makes sense to have someone accommodating customers at the other end, responses customized and sent as soon as possible. This is crucial if you’re selling products worldwide; a feasible solution is to outsource services to contact centers, or dedicate teams to work in rotating shifts. You can also handpick sales reps based on locations you’re serving, working from home and on flexible hours.

Outsourcing pays off in customer service, if the response times complement the customer’s timezone. Being considerate of client’s time also increases chances of repeat service; you don’t want to annoy someone by replying on an ungodly hour. Personalize service by hiring someone local (or nearby) your clients to handle calls and queries.

Managing a business with global reach is a challenge, but it’s very doable with the right strategies. It also helps if you outsource services to reliable partners. Step up your game as you expand to new markets.

Elsewhere on this blog:

Three Odd, Specialized Tasks You Should Outsource

Essentials of Contact Center Management: Call Handling

Business Metrics: What Surveys Can Do For Your Business

Essentials of Contact Center Management: Call Handling

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There are instances when call center agents get a rough time handling customer calls. With the variety of phone connectivity available, numerous troubles, concerns, and complaints need to be addressed accordingly. There’s always the option of contact center outsourcing, and there’s always room for improvement; here are some steps to implement with your teams. Let your teams work on these strategies, improving the overall call handling performance of the agents.

Answer Incoming Calls Immediately

If you want to convert customers, answer their calls. Even if you think it’s only a complaint, every call you receive is worth the company’s income. Through this fundamental gesture, your customers feel valued. If the roles were reversed, you don’t want to be on the other line, waiting for someone to pick up the call even though it has been ringing nonstop. Make sure that your agents answer the calls properly and on time. This is a great start to help you convert more calls into customers.

Ask for Contact Information

When the consumers call, it’s possible that they are considering doing business with you. In this case, you better train your team well and provide an effective system that helps them collect the name, email address, and contact number of each potential customer. This is an essential step in contact center outsourcing, knowing how to follow-up on consumers for possible leads or other special offers, even if you have multiple agents receiving the calls. After all, you don’t want to lose a lot of information in the shuffle of different people answering the phone.

The Art of Putting Calls on Hold

Remember that the longer you keep a caller on hold, the less likely that customer stays on the phone. With this in mind, train your agents to have a clear understanding of how to keep callers on hold for the shortest time possible. In fact, it can be observed that the average waiting time of most callers is more or less within the 50-second range. It is best to make the most of the customer’s time by moving with a comprehensive system of gathering information, providing solutions, and the like.

Developing dynamic, efficient contact center outsourcing involves equally effective methodologies. Stay on top of processes, and don’t hesitate to apply feasible ways of improvement. You’ll know the teams are doing well with significant decrease in complaints, and increased rate in customer satisfaction.

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Elsewhere on this blog:

Four Easy Steps to Calming Angry Clients

5 Ways Customer Feedback Can Help Grow Your Business

Should You Outsource Your Customer Service?