Are You Responding Fast Enough to Social Media Messages?

Social media provides customers with a direct way to connect with your company and brand but are you responding to direct messages (DMs) and post comments quickly enough? Let’s look at how customers are using social media to contact businesses and how businesses must adapt to respond.

Whether it’s questions about products and services or learning more about a company, there are several ways consumers contact businesses on social media – comments on a post, tagging the business in a post, or direct messaging. Comments posted as indirect tags or made directly on a company’s social media page are public indicators of a company’s customer service level. Before making buying decisions, consumers often research a company’s tone, attention, and response time for social media messages as a preview of how businesses address customer concerns. DMs are the most popular way consumers reach out for customer service online – 2 out of 3 consumers use DMs and 40% of consumers expect a response from a company within 1 hour.

Different social media platforms have different response expectations. For example, 55% of Instagram users who use DM have an expected response time within 3 hours. The importance of timely online customer service has become so important that Facebook places responsive badges on business pages to inform visitors of a company’s customer response rate.

The key to online customer service is prompt responses. When companies don’t answer messages quickly, a customer feels disregarded and will likely move on to a competitor. This is especially true for negative comments or DMs that contain consumer issues. Research showed that 78% of buyers say they would repurchase from a brand even after an issue as long as the customer service was good.

There are repercussions for ignoring negative comments and many companies are dropping the ball on fast response times, leaving opportunities open for competitors to fill in the gaps.

Tips to Speed Up Your Social Media Response Time

Staying on top of your online customer support is overwhelming. Here are some ways your company can ensure your social media response time reflects your commitment to customer service.

  • Consolidating the process onto a singular platform can help you view messages, tags, and comments as they arrive.
  • Creating and saving suggested replies or templates based on popular questions or comments can make things faster, smoother, and consistent no matter who is managing your social media.
  • Prioritize your responses and replies based on their importance. It’s important to place product questions and negative comments as top priorities as both have a direct impact on a customer’s decision to do business with you.
  • Set benchmarks to improve customer service workflow and average response time to ensure all concerns are addressed promptly.
  • Can’t keep up? It might be time to consider outsourcing. Outsourcing is a smart way to stay on top of customer demand without drastically affecting your company expenses or quality of service.

Responsive Call Center offers professional and timely social media direct messaging response and live chat customer service to help your business attract and retain customers. Working closely with your team will ensure all responses meet your brand standards so messages sound like they are coming from your own team members. Call us today at (855) 969-0009 to discuss the next steps to help your business respond fast enough to social media messages.

Outsourcing Your Customer Tech Support for Improved Customer Satisfaction

Do you need to outsource customer IT Support? Having a team to address your customers’ needs for product support boosts your customer satisfaction. Consumers expect knowledgeable tech support to be available when they purchase any product or service – whether it’s a laptop, kitchen appliance, or even software. If you put yourself in your customers’ position, you will understand how important it is to provide the support they need and ensure it is available when they need it. Customers rely on businesses to be versed in this area and ready to provide solutions.

Is your team is struggling to meet that need? If so, outsourcing your customer tech support will lead to improved customer satisfaction. When you outsource your customer tech support, you’ll be able to keep your customers happy by providing around-the-clock customer support to ensure their satisfaction and your brand will remain competitive in the market.

Cost of losing a customer

Fifty-four percent of consumers today have higher expectations in their customer service experiences than they did just a year ago. Businesses need to consider this when determining how they will provide support for their products or services. Customers want consistent, knowledgeable, and available, personalized service – consider what each of those words mean and how you can provide this for your customers. This should motivate businesses to be abreast of what consumers want and when and where they want it but sometimes, businesses are not able to provide this. As a result, valued customers may look to competitors for better service. Poor customer service costs businesses $62 billion in loss per year and 60% of customers switch to a company’s competitor to find the service level they expect. Can your business afford a loss like that?

Outsourcing Your Support

Outsourcing your technical support team is a smart way to provide professional, friendly IT and technical support 24/7 without jeopardizing cost and service. Third-party technical support teams often handle Tier 1 support troubleshooting issues. Our agents are trained to assist customers in a variety of ways including walking the customer through several steps to troubleshoot and determine the cause of the issue. By outsourcing your support, you will be able to meet your customers’ needs when they need it most and this will surely help you stand out against the competition.

Responsive Call Center has the latest in software and equipment to meet and exceed your customer’s expectations without further issues. Our professional, and highly-trained staff is a great addition to your extended office or to act on your behalf as a support team. Whether your business is small and just getting started or already ranks among Fortune 500 companies, we understand your customers are important to you and we are here to help you meet their needs 24/7/365.

Contact us to learn more about our IT and Technical Support services.

How to Qualify Sales-Ready Leads Through Outsourced Lead Screening

Lead. Prospect. Potential Client. Shopper. It all starts here. No matter the title, customers are a crucial lifeline for any business, and for many companies, attracting (and qualifying) quality customers through lead generation is a top priority and challenge for marketers.

A successful marketing campaign can produce a substantial amount of leads. Turning over a high volume of unqualified leads to your sales team can be detrimental to your company’s bottom line and morale as these leads are unlikely to convert, resulting in wasted time, money, and energy.

Repeated large numbers of unqualified leads to your sales team create unfavorable challenges you’ll want to consider.

  • Little to no ROI on market/lead gen spend
    It’s estimated that companies spend an average of $129 billion on lead generation across all advertising formats combined. This number is expected to rise to $209 billion by 2023, accounting for a large percentage of any company’s overall budget. A smart marketing plan incorporates additional resources to strengthen lead generation results and maximize return on investment (ROI).
  • Company profit loss increases
    Revenue is lost when efforts to produce sales from marketing campaigns return leads that can’t be converted, or money spent to purchase third-party leads doesn’t produce desired calculated results. On repeat, this inability to produce revenue from lead generation streams can affect your bottom line and in extreme cases, low sales can become a precursor to a company’s closure.
  • Sales team productivity, quotas, and income is affected, resulting in low morale
    Your sales team thrives on quality prospects to sell to. Supplying your team with unqualified leads slows down productivity, and their ability to meet quotas and KPIs which in many cases are directly tied to salary, commissions, and bonuses. A decrease in their ability to convert can result in lower morale on your sales team. If your marketing and sales departments are separate, this may create discord between both entities that need to work in tandem.
  • Low productivity in sales can harm other departments
    A well-run company is connected by each department. Low sales, productivity, and morale can harm other departments such as order fulfillment, client relations, and customer service, etc. as these departments thrive on the volume and quality of the customers obtained through the sales and marketing departments. For a business that relies on sales from leads, inadequate leads can force management to make decisions to cut costs in other areas.
  • Employee retention decreases/employee turnover increases
    Changes or disruptions in an employee’s job performance, income, or workflow that are out of their control can push even the best salesperson to look elsewhere for opportunities. It questions a business’s bottom line and ability to retain its workforce. Employees build and maintain trust in leadership when they know their best interests and success are treated as a priority. One way to do this is by ensuring you equip your sales team with tools to meet their goals and work to simplify the sales process with qualified leads.
  • Unfavorable employee reviews on online job boards can result in an inability to attract new high-quality sales representatives
    Job boards are a popular way many companies attract new employees. Job listings invite both current and past employees to leave reviews on their experience working for a company. If you’re hiring candidates for your sales team, repeated mentions of  “company supplying bad leads but expecting sales” can reduce the number of qualified applicants you attract.

Companies spend an average of up to just under $200 per lead. They have limited control of lead capture, however, they can avoid a vast number of fake, fraudulent, incomplete, and unqualified leads from reaching their valuable sales team by incorporating outsourced lead screening into their sales flow. Lead screening acts as an extension of your existing sales team by qualifying leads before the initial sales call. Responsive Call Center has developed a system in which only the most qualified leads advance to your sales team. Our service includes asking basic questions to verify lead information is correct and ensure they are a candidate for your product or service based on your company’s target market. If lead generation is a numbers game, lead screening is the lottery pick.

While some businesses use IVR or automated dialers to screen leads, Responsive Call Center provides real live representatives to interview your leads and create a personal human experience from the start, resulting in a better response rate, accurate warm leads, and fewer hang-ups than automated dialers. We also provide customized call scripts to gather information, warm transfers to your sales team, and data relevant to help improve your conversion rate and reduce cost.

Companies invest a lot of time and money into their marketing strategies through lead generation. Qualified leads are a sales team’s tools for success and it’s important to maximize your efforts and make certain your sales team can leverage their leads and stay motivated to convert sales calls into revenue for you and income for their families. Outsourcing your lead screening allows you to focus on production and internal operations without the hassle of adding a new department and hiring for new roles. It’s just as important to entrust a lead screening service you can count on to represent your company. Responsive Call Center can help. Contact us to learn more about our lead screening and qualification service for your business.

5 Reasons to Outsource Your Employment Screening

Finding qualified, reliable and trustworthy employees is essential to every business for several reasons including fraud and theft prevention, data security, and safety. Background checks, criminal record checks, education verifications, and credit inquiries are just some of the many factors that go into adequately screening potential employees. Despite the importance of employee screening, many businesses’ Human Resources departments lack the resources or time to screen employees in depth. However, outsourcing employee screening to a call center can protect your business from several potential threats. Additionally, outsourcing your employee screening can save you a lot of time and hiring expenses.

 

Key Benefits of Employee Screening with a Call Center

Thorough employee screening goes beyond conducting a background check. Businesses spend a reasonable amount of time and money searching for suitable candidates. However, all of that goes to waste if the information is fraudulent. Additionally, a bad hire can cost a company a lot. According to a recent report conducted by CareerBuilder, a bad hire can cost a supervisor 17% of their time. Below are some notable benefits of employee screening with a call center:

  1. Fraud Prevention 

Hiring an unqualified candidate is not a risk any business can afford. However, occupational fraud is the most likely form of fraud a business can encounter. In a recent survey by ResumeLab, 36% of individuals surveyed admitted to lying on their resumes. Hiring someone who has lied about their experience, education, or even identity can cause irreparable damage to any business. While in-depth screening does not eliminate the potential that an employee may commit fraud, it does significantly decrease the chances that you are hiring a potential threat to your business.

  1. Employee Theft

Employee screening is crucial to protecting your business as well as your staff. By completing an in-depth employee screening on potential employees, you are reducing potential risks. One such risk is employee theft. In the United States alone, employees are responsible for about $50 billion stolen from businesses annually. Employee theft is also responsible for about one-third of business bankruptcies.

  1. Safety

More than one-third of employers in a recent study reported workplace violence incidents that included physical or emotional harm to employees, customers, and management. These incidents do not only hurt the victims but usually damage the business’s reputation permanently. Keeping your employees and customers safe is a top priority and a responsibility that should not be taken lightly. Thorough employee screening can decrease the risk of such events.

 

Areas of Specialization

If you do choose to outsource employee screening to a call center, be sure to find a specialized center that can perform a variety of services to ensure a comprehensive screening of your candidates, including:

  • Employment verifications
  • Education verifications
  • Criminal record checks
  • Reference interviews
  • Driving record checks
  • Credit bureau inquiries
  • Identity cross-checks
  • Immigration eligibility

 

Properly screening an employee takes time, attention to detail, and expertise. In addition to the many rules one must comply with, several inconveniences come with employee screening. For example, former employers and educational institutions will respond to employment and education verifications when convenient for them. A benefit of hiring specialized call centers like Responsive Call Center to conduct employee screening is that a call center is equipped to handle the time and inquiries.

 

No business can afford a misstep when it comes to screening job applicants. By outsourcing the responsibility, companies can ensure a safe and productive workplace. Are you considering outsourcing your employee screening? Responsive Call Center has the expertise and means to help your business select the best candidates. Our experts are ready and standing by to get you started. Call us today!

What Call Measuring Metrics Should your Call Center Provide? A Guide to Quality Assurance

Call centers play a vital role in improving the customer experience for many businesses. They take on the critical task of assisting with sales, customer relations, and technical support. However, how do we measure a call center’s quality assurance?

 

How to measure quality assurance

Quality assurance can be measured using several factors your call center choices should provide. To start, you will want to be able to rate calls based on how many went as expected and how many could be improved. Additionally, you should look at how long callers had to wait on the line, how many needed to be transferred multiple times, or how many had to call back several times. Different businesses may choose to measure varying factors as they relate to their industry but there is a much larger discussion to be had in terms of measuring quality assurance. Let’s break this down . . .

Quality Assurance Infographic

 

  • Set clear goals for quality assurance in your call center – Establish your benchmarks because you need to have something to look back at and will want to track changes over time. If you are interested in measuring appointments set from inbound sales calls, let your call center know and they will develop a way to measure that for you. Whatever you need to know, make sure your call center can accommodate your business needs. As a backup, ask your customers what they want by providing a brief survey after every interaction and then analyze these results. Include your employees in the survey, are they getting enough actionable information from your call center?

 

  • Monitoring a call center’s quality of service – This involves technology – either recording or live listening to calls – and then analyzing their quality to determine how they can improve. Make sure you can listen to all calls, to validate they are adhering to your procedures and brand culture.
    • Software – Based on your goals, does your call center have software that can automate some of the quality assurance? Is it user-friendly, do they protect the security of data, adhere to HIPAA guidelines, etc.?
    • KPI – The most important factor in calculating a call center’s quality assurance focuses on the business’s essential metrics. What key performance indicators (KPI) are the most important for your business? This has to be narrowed down.
    • Decide which calls to record – It may not be practical to expect thousands of calls to be listened to so you may need to narrow down which calls to record and listen to based on your KPI.
    • Listen to the ENTIRE call – Once a decision is made about which calls to listen to, they must be listened to from beginning to end. Otherwise, you’re not getting the full picture – How did the call start? Was the agent professional, friendly, clear, etc.? Was the problem fixed? How was the call closed?
    • Monitor all channels being used – If emails, live chat, or text messages are also being used, these need to be able to be monitored as well.

 

  • Looking at your Call Center’s Staff
    • Do they have a Quality Assurance Manager? – This is a different role than that of a Call Center Manager. A Quality Assurance Manager will create training materials, monitor calls, uphold your established standards, etc.
    • Do they hire the ideal employees? – Ask to listen to some “staged” calls or role-playing exercises with their employees.
    • Write robust scripts – A well-written script is a staple and can make or break your experience with a call center. These need to be revised on an ongoing basis based on call monitoring. Going off-script is sometimes necessary but only experienced agents will feel confident enough to do this – practice scenarios will help prepare them. Ask how this is handled.
    • Create a supportive and rewarding training program – Monitoring calls and communication with the call center will help determine areas that need attention, and the training should be catered to the individual agent to ensure he/she is effective. Everyone likes to be recognized for a job well done so be sure your call center has established a program for rewarding agents who meet or exceed KPI.

 

What are some reasons for outsourcing calls?

There are many reasons to outsource calls. First and foremost is the high cost of hiring enough staff to handle the services a call center can offer. Why go through the trouble and expense of hiring, training, and paying new employees to conduct these services when you can easily hire a call center at a fraction of the cost? Additionally, you can offer call center services to your clients 24 hours a day, 7 days a week, making it possible to serve clients worldwide. By hiring a call center, you also save on the telecommunications software and hardware necessary to handle large call volumes and call analytics. Our call center agents are highly trained and experienced – they can offer your clients incredible service.

 

Are you ready to see what hiring a call center can do for your business? It’s time to speak with the experts at Responsive Call Center today to find out more!