More than 209 million emergency calls were directed to 911 alone in 2020. This is why hiring people who work well in panic situations in their emergency sector is imperative. But having a calm personality is only 10% of this job. This blog discusses the best practices that help call center agents remain focused and calm [...]
For 96% of consumers, customer service quality is critical in choosing which brand they’re loyal to. To keep up in a competitive environment, you need to provide callers with positive experiences. One way to improve your customer service quality and efficiency is to provide your employees with a call screening script. Find out what your script [...]
According to a Deloitte study, businesses that put their clients first are 60% more profitable than their counterparts. This shows how important it is for businesses to be client-centric, which applies especially to startups. In a competitive market, one subpar experience with you and a customer can easily jump ship. As such, you need to take [...]
Keeping your customers happy is essential to maintaining and increasing sales. Customers base the quality of 70% of their buying experiences on how they feel businesses treat them, and the majority of them will decide against a purchase if customer service is poor. If you offer customer service in just one language, you lower your chances [...]
Not all call centers are created equal — some are better suited to your needs. Before you partner with an agency, assess these key considerations to ensure you outsource your customer service to the right call center. The Complexity of Your Calls The calls that companies receive vary in complexity. Some types of calls require only general [...]
When the topic is phone call conversions, what usually springs to mind is cold calling or outbound calling. However, inbound calls—those initiated by the customer or prospect—are also opportunities for your phone support representatives to make a sale. A study by Forrester found that customers who initiate inbound calls convert faster, spend more, and churn less [...]
High call volume is when your business receives more calls than it typically does. And all businesses with phone customer service or technical support departments will experience unexpected spikes in call volume at some point in time. If your business is not equipped to handle a call surge, you risk customer dissatisfaction as well as employee [...]
Text messaging is by far the most convenient way to reach out to and communicate with people. It’s a popular means that is used worldwide. Given that most people prefer to receive messages on their phones rather than calls or email messages, many business organizations have tapped into this technology to reach a broader market and [...]
Any experienced business owner can attest to how important repeat customs are to success. According to Small Business Trends, the average repeat customer spends around a third more than new customers. And a 5 percent increase in customer retention can boost profitability by up to 95 percent. Although acquiring new business is important, investment in retention [...]
Outsourcing is a common business move, helping companies increase their manpower, efficiency, and flexibility, without the cost of hiring a full-time in-house team. One of the widely outsourced business functions is customer service and communication. Outsourced call center services offer a wealth of advantages. These services help free up employee time, allowing you to allot more manpower [...]
