Outbound Call Centers: 5 Key Features You Should Know Vipul Srivastav
The outbound call centers are the most essential customer care solutions to ensure a solid customer base for your business. Let's look at the various features of the outbound call centers.
How Small Businesses can grow faster using Cloud Communications and TelephonyKnowlarity
SMEs and SMBs are often hailed as the backbone of emerging market economies. Traditionally they have relied on outdated technology and systems which have limited their productivity and prevented them from realising their true potential. However, an increasing number of SMEs are beginning to adopt technology that can help them jump to the next level of evolution.
Cloud telephony is one such technology that the SME and SMB space is embracing with a certain degree of alacrity as business owners begin to understand how it can help them enhance customer retention, loyalty and decrease operational costs. Enlisted below are six of the most business benefits of cloud telephony for SMEs and SMBs.
3 Steps To Bettering Your Staff's Phone Skills Without A ScriptCentury Interactive
Phone scripts could be hindering phone performance at your business.
Having good phone skills and following a script are very different. Calls are crucial to your business. They are 3 times more likely to convert than other types of leads. Are you making sure your staff is prepared to handle every call with the importance it deserves?
Outbound Call Centers: 5 Key Features You Should Know Vipul Srivastav
The outbound call centers are the most essential customer care solutions to ensure a solid customer base for your business. Let's look at the various features of the outbound call centers.
How Small Businesses can grow faster using Cloud Communications and TelephonyKnowlarity
SMEs and SMBs are often hailed as the backbone of emerging market economies. Traditionally they have relied on outdated technology and systems which have limited their productivity and prevented them from realising their true potential. However, an increasing number of SMEs are beginning to adopt technology that can help them jump to the next level of evolution.
Cloud telephony is one such technology that the SME and SMB space is embracing with a certain degree of alacrity as business owners begin to understand how it can help them enhance customer retention, loyalty and decrease operational costs. Enlisted below are six of the most business benefits of cloud telephony for SMEs and SMBs.
3 Steps To Bettering Your Staff's Phone Skills Without A ScriptCentury Interactive
Phone scripts could be hindering phone performance at your business.
Having good phone skills and following a script are very different. Calls are crucial to your business. They are 3 times more likely to convert than other types of leads. Are you making sure your staff is prepared to handle every call with the importance it deserves?
“Second CRM OYB Workshop” is an intensive short duration workshop where we don’t just talk about CRM concepts but how they can be implemented usefully in your day to day operations to Organise Your Business. Second CRM consultants will share their knowledge and experience with you and help you understand the core benefits of implementing CRM through guided demonstrations of real software and also how you can reduce your initial investment by utilising MDEC Cloud Enablement incentive. Here are the slides for the first session from the latest workshop.
Got Cloud Voice? Don’t Let Your Competitor Beat You to ItNet Activity
It’s no secret that the business world isn’t what it used to be. Simply put, the old age of operating within the normal hours of 8-5pm is an outdated paradigm. The traditional workforce is no longer the norm and remote workforces continue to grow in number because of the drastic reduction in overhead and increases in employee satisfaction. While this level of flexibility was unavailable in years prior, expanded capacities offered by the latest in technology have made this new working environment possible. This new environment is also enabling businesses to keep their customers happier than ever before. Companies leveraging the latest technologies, like cloud voice, are able to keep their customers happy 24/7, which is leaving their competition in the dust. The business leaders who have shifted their mindsets in order to take advantage of these new opportunities are being rewarded handsomely.
Transcript analysis is a powerful tool with a plethora of benefits. Businesses can leverage this technique to improve their overall customer experience, improve call center metrics, boost marketing campaigns and much more.
Learn more about this technique here and boost your business communication operations.
Define Your WOW! Factor - Creating an Unforgettable BrandDeluxe Corporation
Learn how to create a brand that keeps customers talking and forces competitors to take a new approach with their marketing to catch up with your success, using these valuable tips.
“Second CRM OYB Workshop” is an intensive short duration workshop where we don’t just talk about CRM concepts but how they can be implemented usefully in your day to day operations to Organise Your Business. Second CRM consultants will share their knowledge and experience with you and help you understand the core benefits of implementing CRM through guided demonstrations of real software and also how you can reduce your initial investment by utilising MDEC Cloud Enablement incentive. Here are the slides for the first session from the latest workshop.
Got Cloud Voice? Don’t Let Your Competitor Beat You to ItNet Activity
It’s no secret that the business world isn’t what it used to be. Simply put, the old age of operating within the normal hours of 8-5pm is an outdated paradigm. The traditional workforce is no longer the norm and remote workforces continue to grow in number because of the drastic reduction in overhead and increases in employee satisfaction. While this level of flexibility was unavailable in years prior, expanded capacities offered by the latest in technology have made this new working environment possible. This new environment is also enabling businesses to keep their customers happier than ever before. Companies leveraging the latest technologies, like cloud voice, are able to keep their customers happy 24/7, which is leaving their competition in the dust. The business leaders who have shifted their mindsets in order to take advantage of these new opportunities are being rewarded handsomely.
Transcript analysis is a powerful tool with a plethora of benefits. Businesses can leverage this technique to improve their overall customer experience, improve call center metrics, boost marketing campaigns and much more.
Learn more about this technique here and boost your business communication operations.
Define Your WOW! Factor - Creating an Unforgettable BrandDeluxe Corporation
Learn how to create a brand that keeps customers talking and forces competitors to take a new approach with their marketing to catch up with your success, using these valuable tips.
Our Startup Branding Journey - What Makes A Brand Memorable?Customericare
We recently took on one of the biggest challenges so far: Building a solid brand and culture for our startup. We thought it could be fun to share our journey with the world and see what we learn, what we find out and how it can help others take on a journey of their own.
We wrote about the importance of branding here as a first step into the journey: https://customericare.com/startup-branding-and-culture/
In these slides we focus on what makes a brand memorable. And here's the article that goes with the slides about building a memorable customer experience: https://customericare.com/create-memorable-customer-experiences/
Hope you'll like the presentation and don't hesitate to leave your thoughts in the comments!
Some links to read more about building a memorable brand:
- Brand archetypes: http://www.allegorystudios.com/culture-audits/12-brand-archetypes/
- Brand personalities: https://faculty-gsb.stanford.edu/aaker/PDF/Dimensions_of_Brand_Personality.pdf
- Brand design tips: http://www.forbes.com/sites/johnrampton/2014/11/14/12-principles-of-great-brand-design/
- The effect of stories on our brain: https://blog.bufferapp.com/science-of-storytelling-why-telling-a-story-is-the-most-powerful-way-to-activate-our-brains
Having a good answering service provides great customer satisfaction and is the difference between gaining or losing a customer or client. In order to establish a well-rounded company, you must implement great communication with your clientele. For More details please visit
www.sunshine1.com
Will Someone Please Answer The Phone - 8th Digital Dealer ConferenceDMEautomotive
Presented by Gary Mitchell of DMEautomotive, "VBDC - Will Someone Please Answer the Phone" is a short presentation about handing inbound calls to a car dealership.
Most Customer inquiries or responses - either for Sales or Service are conducted via a phone call.
Each phone call, inbound or outbound, has the potential to generate revenue and must be handled properly! However, dealership personnel is busy juggling many tasks and responsibilities so often the phone goes unanswered. The solution - implementation of a Virtual BDC.
Do You Know How Virtual Numbers Can Help You.pdfUSDSI
Virtual phone numbers differ from regular phone numbers associated with a physical device. These digits are generated in cyberspace and associated with an existing phone number. This is why cloud telephony is another name for using virtual numbers.
ASDialer | Exploring the Benefits of Outbound Dialers In 2023Aresync
Outbound dialers simplify life for specialists, smooth out strategic policies, guarantee a contact place's prosperity, and bring you into the advanced age.
Connect2020 is a single app that finds the service provider phone, email, txt, Instant Messenger contact details and in 1 click your connecting!
Connect with the company via whatever medium suits you at whatever time suits you.
Getting you the help you need faster.
Making you a happier, stickier customer.
Connect2020 - The power to connect and get things done when and how it suits you. Not them!
The advantages and disadvantages of auto dialer softwareLeadsRain
Today, we live in a world of fierce competition, thousands of companies are chasing a group of customers over and over again, almost the same products and services.
6 REASONS WHY SUCCESSFUL COMPANIES HIRE A VIRTUAL ASSISTANTDaniel Ramsey
Adding a virtual assistant to your team brings many benefits. They are generally much more affordable than hiring in-house and have the skills and flexibility to support several aspects of your business. The virtual professionals at MyOutDesk are a step above the average virtual assistant with only 2% of applicants making the final grade.
Similar to 8 ways an answering service can help grow your business (20)
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
2. Lower capital spent on clerical duties
Listen, can you hear it?
That’s your wallet rejoicing at the money you saved, when you hired
an answering service.
Using an answering service to answer your telephone calls, you
never have to worry about providing benefits or installing the proper
equipment that will be needed to perform the task accurately or
purchasing stationary.
You will only pay for what you use, no need to purchase several
computers, telephones, desks and chairs.
What you decide to do with the money you have saved by not hiring
multiple receptionist is up to you, but now you have the ability to
invest in other aspects of the company that will generate extra
revenue.
3. POP QUIZ!
Question #1: What time does your business close?
Question #2: What happens if a customer calls after hours?
Question #3: How many customers have you lost by not having a
live 24/7 telephone answering service?
Go 24/7 – Increase business hours
_________________________________
It has become customary for businesses to provide
some degree of support 24/7. Consumers are often
busy during the days; engulfed with personal or
work-related issues.
In fact, as shown in Diagram 1.0 (on the following
page), a business will receive a majority of its calls
during ‘check in’ (7:30am-8:30am relative time) and
‘check out’ periods (4:30pm-6pm relative time).
Because the typical work day falls between 9am and
5pm, so a consumer (or prospect) will bombard a
business with multiple phone calls in a frantic attempt
to contact them before or after work.
4. Go 24/7 – Increase business hours (cont..)
The irony behind this however is most businesses are not open during these periods when the
call volume is at its highest. So, up comes the million dollar question:
Why do people call businesses, even when they know it is closed?
The answer is quite simple – they will call when they can and the average consumer has three
time slots to make these calls:
1. One the way to work (7am-9am)
2. During lunch (Noon-1pm)
3. On the way home (4pm-6pm)
Graph showing three peak periods in call
volume during a typical business day|Diagram 1.0
Hiring an answering service to represent your
business during these crucial periods when
your business is closed is a step in the right
direction to grow your business.
Granted, the answering service will not be able
to resolve the caller’s issue completely,
however a consumer is more likely to leave a
message with a live representative than a
machine. Also an answering service will
forward the message to you immediately, so
you will have the option of contact the caller
if he/she has an emergency.
5. Reduce number of missed calls
How many calls does your business miss each day? More importantly, can your business afford to
continue to miss calls?
Second chances are hard to come by… if a customer attempts to contact your company and is
unsuccessful, there is a 15% chance they will contact one of your competitors and that is always a
no-no.
Technology has also made it possible to transfer
calls to different destination after a predefined time
allotment. Using techniques such as Call Forward
No Answer and Call Forward Busy you can transfer
calls to the answering service before the call is sent to
voice mail, this way the answering service can intercept
those calls you cant.
Missing calls can impact the productivity and profitability
of your business. Just think about it, what if the single
call you just missed would have been the ‘break’ your
business needs?
You might be thinking, “15% - that’s not too bad”, but think of
the larger picture – imagine losing two of ten customers,
everyday before you even have a chance to communicate
with them. This does not include those who will decide not to
use your services or the cancelations that will occur.
6. The WOW Factor Increase Customer Experience
Answering the telephone is a full time job and although it seems simple, it requires much
training and practice to do an amazing job. There is a noticeable difference between
Customer Service Representatives who are confident and trained properly and those who
aren’t… this difference is what we call the WOW Factor.
voices that makes you want to do
business with them.
While it is difficult to replicate the WOW
factor, it plays a crucial role in a
company’s success. This experience can
be achieved through practice and of
course proper training. An answering
service is a cost effective alternative to
provide quality customer service.
The WOW Factor:
Instills trust and comfort in the company
Makes you feel valuable.
Makes you go ‘WOW – that was an impressive call’
Excellent customer service is often the corner- stone of the most
successful businesses. Don’t believe me, pick your favorite
brand and give them a call. You are greeted with warm friendly
7. Elevate internal work load
If you find yourself struggling to answer the telephone and completing other tasks, it may
be time to decide which task is more important and needs to be done in-house and
which can be outsourced. Using the checklist shown in Diagram 1.2 as an example you
can see that it is time consuming to catch up on overnight messages and returning calls.
Prioritizing and delegating tasks can make a significant difference in
work load and improve productivity. Using the example above almost
two hours were spent catching up on over night calls. More importantly
it task that this person was hired for (marketing) was the task with the
least amount of time.
By relieving clerical duties, the Marketing Assistant will be able to do
more marketing related task and promote your business.
Checked Voicemails 45 mins Listened to 20 voice messages
Returned calls 1 hr
Attempted to return the calls, only contacted 13
of the 20 people who left messages.
Did inventory count 2 hrs Tallied supplies in closets 1, 2 and 5.
Contacted Google to
get quote for Ads
30 mins
Contacted Google to get a piece to start using pay
per click ads to promote the company.
Helped receptionist
answer calls
2 hrs
Scheduled 15 appointments and answered the
main line to redirect/connect calls.
Diagram 1.2 | Table showing a portion of the end of day agenda sent by a marketing assistant
8. Establish a reliable Disaster Recovery System
Look… It’s a KITE! It’s a PLANE! NO… It’s Superman!
What if super heroes existed… do you think
there would be one for businesses that needs
help? Like when the lights go out
unexpectedly? Or what about when a storm or
natural disaster forces a city into lock down?
What happens to your customers then?
Never mind it’s a kite!
Disaster Recovery is the process or policies that
ensures business continuity in case of a natural
or human induced disaster.
In June of 2013, a power outage affected upwards of
100,000 residents along the coast of California. Did this
outage mean that the business world will stop? Of course
not, but no electricity means no internet, limited visibility and
can even cause phone lines to go down as well.
9. Establish a reliable Disaster Recovery System (cont..)
An answering service can help protect your business in case of disasters. Your company will
be able to communicate indirectly with customers to keep them informed. Companies that do
not have ‘back-up’ plans often experience more difficulties restoring business after a disaster
because of the back work associated with disasters.
Diagram 1.3 below is a list disasters and how an answering service can ensure business
continuity in the event of a disaster.
Disaster Type Damages How can an answering service help
Fire Natural
Damage to infrastructure – may
force business to relocate if
destruction is excessive. Lost of
connectivity and communication.
With Disaster Recovery solutions from Answering
Service Care, you will always have professionals
standing by to handle your important calls. When a
disaster strikes, our highly trained Customer Care
Specialists will leap into action to answer your calls,
reassure your callers and deliver your messages
flawlessly like any other day.
A quick and efficient reaction is essential to protect
client
relationships and revenue sources during an emergency
or in the aftermath of a disaster. You can depend on
Answering Service Care to make sure your company
does not suffer needless economic losses because your
phones or computers go down.
Hurricane Natural
Damage to infrastructure, downed
Wires. Floods, business may have
to close temporarily.
Power Outages Varies
Lost of electricity, internet and
sometimes communication
methods
Gas leaks Man Induced
Evacuation of building. May result
in location being closed for multiple
days.
Table showing list of common disasters that may impact your business and how an answering service can
ensure business continuityDiagram 1.3 |
10. Create a local presence
For instance, if your company is in a ‘305’ area code and you would like to begin
marketing in a neighboring community with a ‘954’ an answering service can
provide you with a ‘954’ number.
Customers want to feel a connection to the companies they do
business with. They want to feel that you are familiar with their way
of life and that you know what they expect from you if they call to do
business.
One of the many benefits of hiring an answering service is being able to have a
local number.
Using a local number you can “move
in” to a neighborhood without having to
relocate a portion of your company.
The simplest way to instill comfort is by showing a
prospect that you are in their neighborhood. And
nothing says you understand their expectation like
a local phone number.