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!
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.