Expanding Operations? It May Be Time for a Call Center

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As you expand operations, you will want to carefully evaluate its customer service performance and set new goals. In that process, you may find that your resources to achieve these goals require a boost. Often, outsourcing customer service to a professional call center is the answer to a company’s ability to provide exceptional customer service as it grows.

Here are five ways to tell if outsourcing your customer service to a call center operation is right for your business:

  1. Booming Business/Not Enough Staff
    • As you grow, it’s important to be sure that your customers are still receiving the care and attention they expect. When you review your customer service performance in light of the growth you have experienced, chances are good you will see that you require more support. One way to make sure this crucial aspect of your company’s growth is being handled properly is to outsource your customer service to a call center. Otherwise, you may need to add staff that your business may not be ready for yet.
  2. Need to Scale Staff as Required
    • If your business has a seasonal aspect or if your customer service requirements fluctuate, it’s important for you to have the ability to scale related staff up or down. You may have found that managing this function internally is difficult due the excessive cost and staff needed to do the repetitive hiring and training involved. If so, the problem can be solved by working with a call center that you can contact whenever you need customer service help – rather than taking the time and expense to hire more staff.
  3. Need Professional Customer Service Staff
    • One way to boost customer loyalty and keep expanding operations is to make sure your company is making the most of its customer service function. If your staff is struggling to service customers and use each contact with them as an opportunity to provide more products and services, it’s time to work with a call center. Our call center staff is highly trained and experienced in customer service techniques. They follow any protocols and scripts your company has to make certain your customers are receiving service you are proud to offer.
  4. Need to Save Money
    • Building customer service staff and investing in the technology to make certain that your company’s customers are receiving the best care is expensive. If saving money is important to you, it’s time to consider working with a professional call center that has top-quality customer service professionals and state-of-the-art systems and technology ready to support your company.
  5. Need 24/7 Customer Service Coverage 365 Days a Year
    • Every time one of your customers contacts your company there is an opportunity to expand operations. However, hiring staff to be available on this constant basis is expensive. Consider working with a call center so you never miss a call and know that your customers are being helped by professionals – and at a much lower cost than using internal staff for the purpose.

Why Responsive Call Center is the Right Call Center for Your Expanding Business

For more than 40 years, Responsive Call Center has created and managed call flow for companies in many industries. We have live operators available all day, every day to handle your business calls the same way you would so you do not have to rely on answering machines or automated systems. Our state-of-the-art equipment and highly trained staff allow us to make sure you never again miss your customers’ calls. 

Contact us to find out more about how we can help you best manage the calls that are most important to your business. 

 

The Quality Assurance Challenge: Meeting Your Quality Assurance Needs

The Quality Assurance Challenge: Meeting Your Quality Assurance Needs

Successful businesses are driven by great customer service. If a client is satisfied or has a positive customer experience, he will work with this business again in the future, and he will also inform his peers about it. One way to achieve quality customer service is the quality assurance challenge. With this approach you guarantee that your clients are receiving quality service.

There are a few important steps that you need to take in order to meet your quality assurance needs. In this blog, we provide you with important factors that will make you excel at the quality assurance challenge.

  • • Transparency

    Transparency is a key component in meeting your quality assurance needs. Each interaction with the customer needs to be as honest as possible. Doing so, you can avoid misunderstandings and your clients will be happy to recommend you to others. Keep expectations simple and clear, so that your clients will understand exactly what you are capable of delivering and that you are doing your best to fulfill your promises.

  • • Ensuring Customer Satisfaction

    Great customer satisfaction requires you to place yourself in your clients’ position. In order to meet your quality assurance needs, you need to master customer satisfaction. One way to test this is to call your company pretending to be a client or prospect.  Were you pleased with the way your employees answered the call? Were all of your questions answered? Did your employees treat you well? If your answer is yes to every question, your chances of succeeding at the quality assurance challenge improve.

  • • Responsiveness

    Responsiveness is one of the key factors that will guarantee a successful business. Your client’s issues and concerns must be addressed quickly and efficiently every time. Even if you are unable to offer a solution to a customer’s issue immediately, they will appreciate that their concerns are being heard.

  • • Consistency

    Being consistent is an important aspect of meeting your quality assurance needs. It involves respecting everything that was mentioned above and performing proficiently on each interaction with the customer. Many businesses lose clients because over time they fail at providing consistent quality service to their older clients and shift their focus on newer clients. Staying consistent and doing a good job will always lead to great customer experience and business growth.

Experimenting with different call handling flows and comparing the results can help you find the most successful strategy. Try using a different approach each day and compare the results. Once you identify what makes a satisfied client, be consistent and use it in everything that you do. When you identify something that does not work, make a note and eliminate this from your process moving forward.

There are many ways to improve your customer service experience, as long as you have a team of specialists working together. Since your quality assurance team are facing different challenges every day, they know what works best, and they are a key in succeeding in your quality assurance challenge.

Responsive Call Center can help meet your quality assurance needs, no matter the size or industry of your business. Call Responsive Call Center today to learn more about how we can assist you.

Responsive Answering Service: Winner of 3 Awards of Excellence from ATSI

Responsive Answering Service: Winner of 3 Awards of Excellence from ATSI

The Association of TeleServices International (ATSI) recently bestowed their 2017 Award of Excellence for Outstanding Service to three offices of Responsive Answering Service. The award is presented annually by the ATSI which is the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery services throughout North America and the United Kingdom.

A photo accompanying this press release is available here.

The awards were presented to Responsive Answering Service at ATSI’s 2017 Annual Convention in Chicago, IL. The awards were given to the locations in:

  • Responsive Answering Service of Fort Myers, FL (Intercept of Florida)
  • Responsive Answering Service of Marietta, GA (Northwest Answering Service)
  • Responsive Answering Service of Pittsburgh, PA (Pittsburgh Answering Service)

The ATSI contracts independent judges to evaluate message services during a period of six months. These judges are looking at response time, courteousness of the representative, accuracy of the call, knowledge of the account and an overall impression of the call.

“We are deeply honored and grateful for this recognition. Our centers and staff are committed in creating a service excellence culture. We all have been working hard in making sure that our customers’ needs are always at the forefront of all our communications. My team embarked in an important project to create processes and protocols that ensure clients’ communications are handled with care, attention and, confidentiality. I’d like to thank the teams at each of these offices for their excellent performance and dedication!” said George Otte, President and CEO of Otte Polo Group – the parent company of Responsive Answering Service.

Looking for a method by which they could improve the overall quality of the call center industry, the ATSI has been giving the Award for 21 years. They were looking to ensure successful call handling experiences. At Otte Polo, we are beyond thrilled to have had three Responsive Answering Service locations named this year and will continue to strive for excellence.

About Responsive Answering Service

Responsive Answering is a privately owned, nationwide, professional telephone answering and call centers service company. George Otte, President and CEO, has turned Responsive Answering into an international conglomerate of six independent call answering businesses that operate from six different centers in North, Central and South America.

To read the press release click here.

How to Polish up your Prospects with Lead Screening & Qualification Services

How to Polish up your Prospects with Lead Screening & Qualification Services

Building a sales funnel of high quality leads takes an enormous amount of time and resources from your sales representatives. Imagine if you could have each of your leads pre-qualified before they ever reach your sales rep. Your sales team spends a lot of time cold-calling unqualified leads in hopes of reaching a qualified, interested prospect.

Depending on where you purchase your lead lists or how your prospects are ending up in your funnel, there may be a lot of calls made in order to determine a qualified lead versus an unqualified lead. These unqualified leads are clogging up your sales agent’s time. Each call they make is a moment that they are off the phone with a qualified prospect. A professional lead scoring service can take the heavy lifting off your sales department, so that they can focus on closing qualified leads.

Here are some of the benefits of Responsive Call Center’s affordable lead screening service that you should consider:

Better Quality Leads means More Conversions

Lead scoring and qualification services does not mean you will bring in more leads but it does ensure that the leads you have are of higher quality and more likely to make a purchase, or convert.

Increased Sales Productivity

Your sales agents will be able to focus their efforts on prospects that are genuinely interested in making a purchase. Sales agents can spend their time following up on leads with contacts, building relationships, or even touching base with converted leads in order to see if they can recommend potential customers. These tasks can seem difficult when a majority of the sales agents’ time is spent contacting unqualified leads.

Better Alignment Between Sales & Marketing

Your marketing team probably has a lot of concerns about when they surface leads to the sales team. This concern can be a result of poor communication between the departments or a lack of knowledge on when your prospects are deep enough within the funnel.

A lead scoring relationship can help provide marketing with valuable information about the leads that they are collecting early on. The sooner the marketing team understands their prospects, the sooner they can shift their strategies to better serve the sales department.

With a professional lead scoring service such as Responsive Call Center behind you, you will set your business up for success. Your sales team will be more productive since their time will be spent on quality conversations. Contact us today and let’s discuss how the lead screening and qualification service can help your company.

Our Menu of Services Includes…

Responsive Outbound and Inbound Call Center Services

Managing a call center goes far beyond answering calls. Here at Responsive Call Center, we understand that no matter what service your call center offers, a lot happens on the backend. What is important to an outbound sales call center may not be relevant to inbound tech support. This is why we offer a wide range of services to accommodate call centers of all types.

Inbound Call Center Services

An inbound call center may offer customer service to existing clients who are looking to update their account, get information about their bill, or place orders for new products. Responsive Call Center specializes in managing customer service calls by ensuring the tone and process fits your brand.

Customer service representatives play a critical role in any business. When customers feel as if their business is not appreciated or their problem is not being solved, they may take their business elsewhere. This is dangerous for any answering service or call center. Our trained agents are prepared for critical calls and will work to defuse situations to avoid potential loss.

Additionally, our quality assurance process includes recording all calls in the event that they need to be referenced later.

We offer several inbound services including order management and fulfillment, tech support, virtual receptionist services and bilingual services.

Outbound Call Center Services

When it comes to outbound call center services, Responsive Call Center offers everything you need to capture quality leads and reach outbound goals.

Our outbound call center services can begin long before a call is made. We know the time and effort that goes into contacting prospects. Poor quality leads can be a waste of time and money. We offer lead screening service to ensure that poor quality leads are removed from the database.

Responsive Call Center offers a wide range of services to empower outbound call centers to build their business at every stage of their customers’ journey. We offer credit card processing, ACH services and other payment options in order to move customers forward. Whether your customers are behind on a payment or need to update the card on file, we can handle it.

Our answering service acts as an extension of your business, making it easy to stay open longer hours without worrying about staffing and maintaining professional conversations with your clients. After forty years of partnering with industries of all types, we have learned what drives business in the right direction. We are proud to partner with you to increase sales, build client relationships and minimize customer turn over. Let’s do business together!

Outbound Call Center Services: Quality Assurance

Outbound Call Center Services - Quality Assurance

Each day, hundreds, and perhaps even thousands, of calls enter and exit your call center’s ecosystem. Each caller has a story to tell about their interaction with your business and the individuals who represent it. Whether your customer hung up the phone frustrated because their issue wasn’t resolved or the customer is happy because all of their requirements were met – their experience can help your business improve.

Quality Assurance Improves Business

Investing in a Quality Assurance (QA) team can be a hefty expense. Before you hire your first QA Specialist, you will need to invest in scalable technology that can monitor calls, record calls, store data from those calls, and capture meaningful insights from those calls.

Once you have the technology in place you have to hire, train, and coach your new team to understand what to look for as potential red flags on calls. This takes time and a lot of money in order to create effective processes that are the result of lots of trial and error to determine what works.

A skilled Quality Assurance company has worked over a wide range of business types and industries. Their hands-on experience makes it easy to go from having no QA strategy at all to a robust and experienced team working behind the scenes.

Determine If Tried & True Methods Are No Longer Effective

Quality Assurance includes monitoring calls and keeping track of any identifiable trends within the organization. As industries trend, customers’ needs change as well. If old processes are no longer effective, it may be time to reexamine how your agents are attempting to solve problems.

A skilled QA team will take the time to listen to your calls, determining what your customers pain point was and how your agent handled the call and offered a resolution. After analyzing calls and taking note of these trends, suggestions can be made to meet clients’ current needs rather than relying on what was safe or effective at another time.

Outbound Calls to Ensure Quality

After your customer has ended a call with one of your agents, a skilled Quality Assurance agent can reach out to follow up on the outcome. This touchpoint can be crucial in both determining what worked and in ensuring that your customer is satisfied.

When it comes to running a successful call center, business owners must invest in a high-quality Quality Assurance program. By partnering with a professional service such as Responsive Call Center, businesses ensure that their calls are being monitored using only the highest and most advanced technology available and by professional QA agents that understand quality policies and procedures. Contact Responsive Call Center today to discuss a QA plan for your business.

Outbound Call Center Services: Post-Sale Support

Post-sale support

 

“89% of consumers began doing business with a competitor
following a poor customer experience.”
-Harris Interactive

“The customer is king” is a saying that has been around for many years, mainly because it is true. Every business is a people business, and if you have phones ringing off the hook with impatient customers waiting to be helped, a call center that can successfully handle these matters for you is a good option. These days, customers are more selective, desiring personalized service and follow-up care. Customers want to be assured that you will be there to assist them when something happens. We all know pre-sale marketing and a quality customer experience count, but the post-sale support that is given can literally make or break the next sale.

Win the Customer with Call Center Services

Studies show that 59% of customers will test out a new company for a better customer experience, and a whopping 86% of customers quit doing business with a company due to a bad customer experience. Think about yourself as a customer and how you would like to be treated, and this can get you started thinking about the importance of enhanced, all-encompassing customer support. Not only does timing matter when it comes to satisfying your customers’ needs, but professionalism, product knowledge and troubleshooting support are all key contributors to a positive interaction. You can secure a strong, multi-functional foundation for customer support in your company with inbound and outbound call center services.

Benefits of Post-Sale Support

When it comes to the idea of customer service, everyone focuses on the lead in to the sale, but what about the after effects? No company wants to leave a bad taste in a customer’s mouth, and after-sale issues like returns on broken items can be sensitive situations with tough calls being made on the fly. If you’re using call center employees that represent your company, they can effectively troubleshoot with customers 24 hours a day over the phone or they can dispatch technicians to repair or replace broken products. Having trained call center representatives on call with consistent processes for handling post-sale services, such as returns, exchanges, product questions and troubleshooting can optimize your customer service department while building reliable and lasting relationships with your customers. Customers need to feel that you appreciate their business. Otherwise, they fill find someone else to give their business, and money to.

Considering a call center? Contact Responsive and we’ll help you understand the need for post-sale support in your industry.