Call Center Contact Trends to Look for in 2014

Call Center Contact Trends to Look for in 2014

If you want your company to remain progressive, you have to learn about the newest trends so you can decide how they can help your own business model. Keep reading to learn about some of the biggest trends for call centers in 2014 so you can make sure to use them for your own company.

Omni-Channel Services

This multifaceted aspect of customer service allows your customers to interact with your company in a variety of ways. From answering services to online chat features, this call center trend enables you to bring your clients superior customer service in whichever way they want it. Creating opportunities to talk to someone over multiple channels helps them find solutions for their issues, place an order at any time of day, and get answers when they need them.

Vertical Market Options

Your business caters to a specific industry and your call center should do the same. From secure messaging for medical answering services to e-commerce order taking, it is important to find a call center that can offer you services that cater to your specific needs. Take advantage of this trend to give your customers personalized services that help them utilize your business and products.

Video Help

If you create some specialized videos dedicated to your services, it helps your customers figure out how to use your products. You can create videos that show customers how to troubleshoot and other videos that market certain products. The call center can reference these videos when your clients have certain questions so they can always give the same answers that you and your staff would give.

Contact One Call Center is on the cutting edge of the latest call center trends to offer and your customers the best kinds of services for your needs. We have personalized answering services and live chat capabilities that enable your clients to contact you whenever they have a question. To learn more about our services, visit us online or call 1-800-278-3347.

Why Call Center Jobs Are Returning Stateside

Why Call Center Jobs Are Returning Stateside

Blog/ Customer Service/ Small Business

The dark times for American call centers are on their way out as more and more jobs in the field are returning to the United States. From answering services to secure messaging, keep reading to find out why now is the time to keep your call center needs focused on national companies instead of trying to outsource to other locations:

Corporations Are Trying to Rectify Mistakes

As the economy started to get bad, many business bigwigs allowed their fear to drive their decisions. They started outsourcing answering service jobs to cut costs and improve profits. A lot of these business leaders are starting to realize, however, that this decision might have been too rash. In order to rectify this decision, companies are bringing outsourced jobs back to American soil.

Businesses Want to Take Advantage of a Sprawling Industry

Research corporations, like Hfs Research, that look into outsourcing have actually found that the United States is a powerhouse when it comes to IT expansion and delivery services. In fact, India is the only country that beats America in this facet. When the United States has such a great reputation with IT-related business extras like call centers, there is literally no need to outsource those jobs.

Company Leaders Feel the Need to Improve Efficiency

Although outsourcing might have saved a little bit of money for some American companies, it also decreased their operational efficiency. Customers are getting fed up with having to deal with people in other countries who do not understand their concerns with a business. Keeping call centers in the United States helps businesses ensure that their companies can operate as efficiently as possible.

Contact One Call Center is proud to offer call centers and medical answering services to American businesses. We provide top customer service so you feel confident that your business maintains its strong reputation even when your offices are closed. To learn more about our call centers and answering services, visit us online or call (800) 278-3347.

How Your Company Can Improve Its Customer Relationships

How Your Company Can Improve Its Customer Relationships

Blog/ Customer Service/ Small Business

As a business owner, customer service should be your top priority. The way you interact with your clients directly affects how successful your business will be. If you feel like your company is lacking in this area, use the following tips to improve the way you relate to your customers:

Focus on Your Communication

From customer service calls to after-hours answering services, the way you communicate with your clients directly affects their opinion of your company. It is essential to ensure that your communication is up to par so your customers feel like they can contact your business whenever they need. Improving your corporate communication is one of the easiest ways to improve your entire business.

Give Loyal Customers Incentive to Come Back

If you go the extra mile for worthwhile customers, they will do the same for you. Give your loyal clients a reason to continue utilizing your services. Research shows that returning customers often spend about 67 percent more than new customers, which makes their repeated loyalty essential to your bottom line. Make an effort to reach out to your loyal customers to show how much you appreciate their business and do everything you can to keep them happy.

Encourage Repeat Clients to Talk You Up

You should consider offering special deals to current clients who bring in new business. Word of mouth is one of the best marketing tools you can use and your current customers are the perfect vessel for this effective method of advertising. You can give discounted prices or a gift card to a local store to entice your current customers to talk positively about your business to their friends and family.

Contact One Call Center can help you improve your customer relationships. With our professional call centers, after-hours support, disaster preparedness, secure messaging, and medical answering services, we give you an edge over the competition. If you are ready to start improving your customer service, we are ready to help. Visit us online or call 1-800-278-3347 to learn more.

Trends Shaping the Modern Call Center

Trends Shaping the Modern Call Center

Blog/ Customer Service/ Small Business

Staying on top of modern business trends helps you keep your company moving forward. If you want to reach out to new customers and improve your profits, it is important to take advantage of these effective services. Keep reading to learn about some of the biggest call center trends so you can start to implement them in your own business model:

Live Chat Services

Customers want answers even if they have problems that happen after normal business hours. Call centers that offer live chat services give clients the access to an expert whenever they need one. This instant customer gratification can help keep your business ahead of your competition and keeps your customers from having to deal with frustrating automated answering systems.

Bilingual Answering Services

By 2015, experts believe that Hispanics will contribute $1.5 trillion to the American economy. Jump onto this trend before it happens by implementing bilingual answering services into your corporate model. This service ensures that all of your customers can communicate with your business. Using these call centers to improve your customer service can increase your company’s image in the community.

More Ways to Help Customers

Call centers serve as valuable resources for businesses because they provide a variety of services that give clients a way to get the support they need. After-hours answering services ensure that all of your clients get the help they need even after your business closes for the day. Disaster preparedness, secure messaging, and order taking services are important elements that can help your customers even when your business is not up and running. Take advantage of these call center services so you can improve your customer service model.

At Contact One Call Center, we offer all of these modern services to ensure that your business has every edge it needs to gain success in your industry. We make sure to hire the best people so you gain access to reputable call center services. For more information, check out our website or call 1-800-278-3347.

Tips for Handling a Client Mistake

Tips for Handling a Client Mistake

Blog/ Customer Service/ Small Business

Sometimes a small mistake can cause huge problems for your business. If you have made an error that negatively affects a client, it is important to take action to rectify the situation as fast and as painlessly as possible. Keep reading to find tips that can help you handle the mistake before it turns into a larger issue:

Take Responsibility

Even if the mistake was not entirely your own, taking responsibility is one of the best ways to smooth over customer relations quickly and effectively. Spend some time finding out what your company originally said they would do and what your client expected from your business. When you can compare what the customer actually received to their expectations, it helps you find the best solution for your problems.

Improve Communication

Take the initiative to open the lines of communication with your client to show that you care about what happened. This will improve the customer service enough to ensure that your clients feel like you are working on the problem for their benefit. You should be open and honest with the client to avoid further confusion and to keep them informed about the process. If you can update the client regularly, he or she is more likely to be patient while you find a solution for the mistake.

Work with a Quality Answering Service

In a tricky situation like this, it is important that your client can always talk to someone who is knowledgeable about the situation. If you work with call centers, you should inform them of the mistake and what you are doing to fix it so they can successfully deal with the client if he or she calls.

Contact One Call Center always offers reputable services to help your business improve its customer service. With our call centers and answering services you can always maintain contact with your customers to improve the way your business functions. To learn more about our services, visit us online or call 1-800-278-3347.

A Look at Common Call Center Mistakes

A Look at Common Call Center Mistakes

Blog/ Customer Service

A good call center improves a business’ customer service and helps open new lines of communication with their clientele. A bad call center could alienate customers, however. Keep reading to learn about some common call center mistakes so you can be sure to avoid them in your own business:

Leaving the Customer in Hold Limbo

There is nothing more frustrating for a customer trying to get answers than being put on hold indefinitely. If your call center answers a client call only to put them on hold, it will look bad for your business. It is important to work with a company that has live people answering phones and providing answering services that give your clients access to customer service representatives without the need to wait on hold.

Constantly Transferring a Customer

The more people a customer has to deal with, the bigger the chance for miscommunication and increased frustration. If you want your clients to get the best customer service, it is important to work with a call center that can handle your customer’s needs on the first try. You definitely do not want to work with a call center that will merely transfer your customers to other people instead of just trying to help them.

Making the Customer Constantly Repeat Information

When customers have to constantly repeat information to call centers, they get extremely frustrated. You can avoid inundating your clients with repetitive questions by working with a call center that hires quality customer service representatives who write down the client’s information as soon as they get it.

Keep your clients happy with the help of Contact One Call Center. Our answering services and disaster preparedness give your customers access to real people who can answer all of their questions. Working with our call center ensures that you can give your clients the kind of customer service they deserve. To learn more about our services, visit us online or call 1-800-278-3347.

Key Steps for Providing Good Customer Services Over the Phone

Key Steps for Providing Good Customer Services Over the Phone

Blog/ Customer Service

Without the benefit of face-to-face interaction, talking to customers on the phone can hinder your ability to offer good customer service. Use the following steps to improve the way your business interacts with your clients over the phone:

Focus on the Way Your Representatives Sound

If a person answers the phone with a bored tone in their voice, it will immediately put the client off. It is important that all of your customer service representatives sound present and attentive when they get a phone call. When your clients can reach happy, helpful people at your call centers, they are more likely to think highly of your business.

Make an Effort to Listen Closely

Since you cannot pick up on body language or other cues when you are on the phone, it is important that all of your customer service representatives know how to listen closely. Active listening skills are essential when you are trying to give your customers the best service over the phone. Whenever you deal with a client call, do everything you can to listen to what they are saying so you can provide the services they need.

Stay Positive

Even if your customer calls you to complain, you should always make every effort to remain positive throughout the call. Fighting negativity with negativity only leads to a bad experience for everyone involved. If you can use positive language and do everything you can to keep the client happy, you can instantly improve the way you handle your customer service calls.

At Contact One Call Center, we care about your reputation, which is why we do everything we can to provide some of the best call center services in Arizona. Our representatives know how to handle your client’s needs to keep them happy whenever they need to call. We also offer secure messaging and answering services so you can get the customer service help you need for any kind of business. To learn more, visit us online or call 1-800-278-3347.

What Customers Look for When Interacting with a Company

What Customers Look for When Interacting with a Company

Blog/ Customer Service/ Small Business

Technology has changed a great deal in recent years, making the way you do business different than ever before. New advancements in customer service and communication such as live chat have increased the potential to reach new markets and turn questions into sales. However, just because technology has progressed doesn’t mean that customers are looking for something new out of a customer service experience. In fact, many of the things customers look for when interacting with a company have not changed very much at all. Read on to learn more.

Prompt Service

No one likes being put on hold indefinitely or shuffled around to different departments instead of actually being helped. Today’s customers are busier than ever, and it’s essential that you show respect for their time by providing prompt, efficient service. Call waiting time should be minimized, and customers should have a variety of ways to get in touch so they can choose the one that works best for them. Though receiving prompt service should not be a surprise, it is something that has fallen by the wayside. It’s up to you to bring this efficiency back to your customer’s experience.

Personalized Attention

Customers understand that your business deals with many different people during any given day. Even so, it’s reasonable for them to expect to be treated as an individual rather than just a number or a potential sale. Most customers prefer to deal with a person on the phone for returns or complex product questions. When you have customer service representatives that can make that human connection and make a customer feel valued, your business will benefit.

No Hassle

Some companies can make their customers frustrated without meaning to by having elaborate rules in place that don’t need to be there. Remember that without your customers, you wouldn’t have a business. Your customer service representatives should listen to your customers’ concerns and present solutions that are reasonable and leave them feeling satisfied.

Take your company’s customer service to the next level with the help of Contact One Call Center. We help businesses just like yours across the country provide quality customer service so that you can focus on growing your company. Contact us at 800-278-3347 to find out more about what we do.

The Importance of Offering Bilingual Support for Your Customers

The Importance of Offering Bilingual Support for Your Customers

Blog/ Customer Service/ Small Business

We live in a global world, and this is true even when you are operating a small business. Though your company may be based just in one office, you could attract customers from all over the country—and the world—if your marketing plan, website, and customer service are up to par. In order to grow your customer base, you must have a customer service team that goes above and beyond to provide customer satisfaction. To do this, you first must be able to communicate with your customers. Read on to learn why offering bilingual support for your customers is so important.

A Changing World

Though English is the most commonly spoken language in the U.S., there is an increasing number of people who speak a different language. According to the U.S. Census Bureau, the Hispanic population in the country grew by 43% between 2000 and 2010, meaning that there are more bilingual or Spanish-only speakers here than ever before. Offering bilingual support shows that your business is aware of what’s happening in the country, and makes a good impression on your potential customers.

Increased Customer Base

If you have a great product, the fact that someone speaks a different language should not prohibit them from buying or enjoying what you sell. Having a bilingual option in your customer support team can increase your sales, as the language barrier will no longer exist and your customer can get answers to his questions. Bilingual customer service is just another example of good customer service, which can set your company apart from the competition.

Valuing Your Customers

The last thing you should ever say to a potential customer is “no.” However, if you don’t have a bilingual person on your customer service team, you could end up turning people away. Instead of watching potential sales go out the door, respect your customer and your business by saying “yes” to providing bilingual support.

Whether you have a health care, real estate, or tourism business, Contact One Call Center offers you bilingual customer support to improve your customer experience and increase your client base. Contact us at 800-278-3347 to learn more about why you should consider letting us handle your customer service.

Exploring the Untapped Potential of Live Chat for Your Business

Exploring the Untapped Potential of Live Chat for Your Business

Blog/ Customer Service/ Small Business

No matter what product you sell or service you provide, it’s essential to have a streamlined website in today’s technologically-centered age. Your website should have answers to common questions about your company, a history of how you came to be, and a few different ways that customers can get in touch if they have issues or concerns. A phone number to your customer service department is good, but providing a live chat option as well can make your business thrive and outpace your competitors. Keep reading to learn more about the potential of live chat for your business.

Convenience

Your customers are juggling their busy lives that might include work, school, family, and other obligations. Not everyone has time to devote solely to calling a company’s customer service line when they have a long to-do-list. Providing live chat lets your busy customers get in touch when it’s convenient for them, and allows them to multitask. They can chat with you while they’re responding to emails or catching up on their social media updates. Live chat is also frequently a quicker means of communicating with your company, especially if your customer only has a single question.

Reduced Expenses

As a business owner, you must be aware of how your employees’ time is being spent, as it translates into dollars for you. When your customer service representatives use online chat, they can handle multiple customers at the same time, unlike a phone call. Live chats may also take less time, which means you can handle more customers and reduce their wait time.

Increased Sales

Live chat is especially important if you are taking orders through your website. A customer might have a question about a product or about your return policy, and having an easily accessible customer service representative to answer the question makes them more likely to stay on your website. Live chat can help turn queries into sales.

From answering services to order taking to live chat, Contact One Call Center provides every kind of customer service your business needs to stay profitable. Call us at 800-278-3347 to learn more about how live chat can benefit your business in today’s fast-paced marketplace.