Are You Responding Fast Enough to Social Media Messages?

Posted in Tips.

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… Read more »

How to Qualify Sales-Ready Leads Through Outsourced Lead Screening

Posted in Tips.

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… Read more »

5 Reasons to Outsource Your Employment Screening

Posted in Tips.

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’… Read more »

Customer Service Post-COVID-19: How Call Centers Can Play a Role in Your New 2020 Strategy

Posted in Call Center, Customer Service, Tips.

As we move into the business reopening stage of the COVID-19 pandemic, companies in virtually every industry are facing new challenges in how they manage customer and prospective customer calls. Although many companies were able to function throughout the COVID-19 crisis, rules permeated by states and cities sending their populations into lockdown are experiencing different… Read more »

Pay Per Call Campaigns

Posted in Call Center, Tips.

Popular and effective, pay per call campaigns are a favorite of expert marketers who want to track their success. They use them to drive online sales and leads through digital channels in the most cost-effective way. Due to the increased volume of calls that accompany pay per call campaigns, businesses that deploy them often partner… Read more »

Where Should Your Call Center Location Be?

Posted in Call Center, Tips.

Now that you have decided that having a dedicated call center is right for your business, the next point of consideration is where it should be located: onshore, nearshore, or offshore. Your decision will likely be impacted by the industry your business is in, your budget, and the needs of your customers. The location you… Read more »

Outsourcing Live Chat

Posted in Customer Service, Tips.

Customers and potential customers who visit your website want answers to their questions as quickly as possible. If they have to wait for you and your staff to answer by email or phone, you may lose business in the process. Live chat is a web-based service that allows businesses to communicate, or chat, in real… Read more »

Manager’s Step by Step Guide: Call Center Key Performance Metrics

Posted in Call Center, Tips.

One of the most important tasks in call center management is utilizing Key Performance Indicators (KPI) to gauge the success of staff in their call answering and problem-solving capacity. These call center metrics are measurable values that show the level of effectiveness of your team in achieving the goals you set. Call Center KPIs Research… Read more »

It’s Time to Comply with the EU’s General Data Protection Regulation

Posted in Tips.

Even though all companies doing business with residents of the European Union (EU) will need to comply with its General Data Protection Regulation (GDPR) by May 25, 2018, most will miss that deadline, according to a recent survey of corporate tech decision makers conducted by Crowd Research Partners. The survey also found that only 7%… Read more »

Your Answering Tone – Why It Matters and How We Can Help

Posted in Tips.

  “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” -Maya Angelou First impressions can make or break a customer relationship. When your initial opportunity to connect with a customer happens over the phone, certain standards need to be… Read more »