A Look at Common Call Center Mistakes

A Look at Common Call Center Mistakes

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.

Defining Characteristics of Exceptional Customer Service

Defining Characteristics of Exceptional Customer Service

Blog/ Customer Service

In today’s competitive business world, you need every advantage you can get to stay on top of your field. While you might have a fantastic product that everyone needs, it will be hard to make a name for your company if you don’t have outstanding customer service to back it up. Good customer service is the backbone of a successful business, and can turn a one-time purchase into a loyal customer. Keep reading to learn what the defining characteristics of exceptional customer service are.

Knowledge

Have you ever called a company with a question, only to be passed around to a number of different representatives who can’t quite give you an answer? It is essential that your customer service representatives be knowledgeable and informed about your product and the way you operate. Customers may have questions about the product itself, shipping, payment methods, and other areas, and it’s most efficient to have one person answer all of these queries. Outstanding customer service is seamless, and a customer shouldn’t have to be put on hold multiple times while the representative searches for answers.

Accessibility

As a consumer, there are few more frustrating things than trying to reach a company during normal business hours and getting a voicemail or a recording telling you to call back later. Your customer service department should be reachable more often than not, and should be prompt in returning communiques from any calls that were missed. Email and live chat are also becoming more popular as customers have less time to devote to calling a company.

Communication

The job of a customer service representative can be stressful, especially if they are not equipped with the information or ability to make the customer happy. A great customer service representative will listen to the customer to thoroughly understand the question or problem, and then provide clear solutions so that the customer feels heard and respected.

Contact One Call Center is proud to offer exceptional customer service to every one of our clients. Call us at 800-278-3347 to find out how we can help your business thrive while giving your customers a positive experience every time they contact you.

Biggest Customer Complaints When It Comes to Automated Answering Systems

Biggest Customer Complaints When It Comes to Automated Answering Systems

Blog/ Customer Service

To be a success in business, you must have exceptional products as well as exceptional people that make your customers feel valued and respected. Customer service is more important than ever in today’s digital age, as consumers may feel disconnected and as though they are numbers rather than individuals. Automated answering systems are one of the most frustrating aspects of being a consumer today. Keep reading to learn about the biggest complaints customers have when it comes to automated answering systems.

Getting Lost in the System

An all-too-common experience is when a customer calls a company with a question, only to be redirected numerous times throughout the phone tree without ever reaching a live person who can help. If your business is large enough to necessitate a phone tree, it’s essential to have an option for your customer to immediately be put through to a customer service representative. A customer’s query may not always fall neatly in predetermined categories, so they will need a way to return to the main menu or simply speak to a person who can assist them.

Long Hold Times

There are few things more frustrating than having a simple question and having to wait for a long time just to speak to a person who might be able to help. Customers want to be helped as soon as possible, and the quicker they’re helped, the more positive they will feel about your company. Investigate working with a call center that will help you expedite your customer service to reduce time spent on hold.

Lack of Help

After spending 20 minutes on hold and finally reaching a live person, it’s reasonable to assume that your customer will now be taken care of. However, many customers complain that once they reach a representative, they are unable to help and they end up on hold again or back in the phone tree. Your customer service representatives should have the knowledge and ability to help your customers and avoid this frustrating situation.

Contact One Call Center is here to help you avoid these common customer complaints regarding answering systems. Give us a call at 800-278-3347 to speak to a live person about how we can improve your company’s customer service experience.

Why Small Businesses Have an Edge In Customer Service

Why Small Businesses Have an Edge In Customer Service

Blog/ Customer Service/ Small Business

Running a small business is no easy task. In addition to managing your staff and making sure you’re providing a superior product, you also have to make sure that every one of your customers is getting the excellent service he deserves. With so many responsibilities, it can be easy to let a phone call go or simply forget to return a message. That’s why having a reliable call center at work for you is essential. Read on to learn more about how call centers working for small businesses can give you the edge in customer service.

Personal Attention

If you’ve ever been on hold with a company, you know how frustrating it can be. Big corporations may have many people answering the phones, but few of these people may be in a position to really help the customer. As a small business, you have a unique opportunity to interact with your customers one-on-one, whether that’s in person or via email or telephone. Small businesses rely on word of mouth and repeat customers, so it’s important to give every customer a positive customer service experience in which they feel important and valued.

Ongoing Relationships

Every customer is important to your small business, and you can establish ongoing relationships with different customers to encourage them to come back to you. Making sure every phone call is answered and handled in a timely fashion is just one of the essential parts of a lasting business relationship. Larger companies may have to deal with red tape and bureaucracy to get issues resolved, whereas you can handle any issues that arise on the spot.

Control

As a small business, you can take control over the customer service experience. Because the space between the head of the business and customer service representatives is much smaller, you can train your team in customer service practices to ensure that everyone has a positive experience.

Let Contact One Call Center improve your small business’s customer service with answering services, order taking, and live chat capabilities. Call us at 800-278-3347 to find out how we can help your small business grow and succeed in today’s competitive marketplace.

Understanding How Answering Services Work

Understanding How Answering Services Work

Blog/ Customer Service/ Physicians/Health Care/ Small Business

121198339 Your business may take up the majority of your time, but even with your constant attention, the volume of calls you receive could be more than you can handle on your own. That’s why a wide variety of business owners and service providers trust answering services to handle calls, sometimes 24 hours a day. Doctors and medical professionals can work regular office hours, and relax at home knowing that an answering service will take any emergency calls that come in. Plumbers and contractors can be reached by an answering service for emergencies such as burst water lines. Keep reading to learn more about how answering services work.

What Answering Services Do

Answering services can provide a variety of different services for all different types of businesses. In addition to professions that frequently have to deal with emergencies, answering services are a valuable tool for sales representatives who can’t afford to miss leads just because they’re away from the phone. The answering service gives the caller a human voice to interact with, and lends a much more professional appearance to the business than standard voicemail. Small businesses and people who are self-employed can have calls routed through an answering service to save themselves time answering common questions.

Types of Services Provided

In today’s modern world, answering services can do more than just pick up overflow or afterhours phone calls. Answering services can also provide live online chat help, appointment setting services, and order taking for online stores. With the help of an answering service, your business never has to miss a potential sale or new customer because you can’t get to the phone or the computer. As a business owner, this is a service that can ease your worries and let you truly relax when you are away from your office. If something requires your attention right away, your answering service will filter those calls and let you know.

Contact One Call Center has been family-owned and operated for more than 30 years, providing efficient, personalized customer service for businesses in Arizona and beyond. Contact us at 800-278-3347 to find out how you can put our services to work for your business.

Top Customer Contact Center Trends to Look for In 2014

Top Customer Contact Center Trends to Look for In 2014

Blog/ Customer Service/ Small Business

463140483 No matter how innovative your business’s product or service is, the truth is that your company can’t exist without your customers. Customers are the lifeblood of your business, and it’s important to give them a positive experience so that they turn into loyal clients. Having a consistent and reliable customer service team is essential to a positive customer experience, and with changes in technology, it’s up to you to stay on top of the latest trends in customer contact. Read on to learn about the top customer contact center trends for 2014.

Self-Help Resources

Your customers are just as busy as you are, and may not always have the time to call you for answers to simple questions. Instead of leaving your customers in the dark or requiring them to call you for every query they have, consider improving your business’s self-help resources. Have a clearly visible FAQ section on your website that contains basic information as well as more in-depth help. Compile the questions you get most often and save your customer service team time by posting the answers in a place that’s easy for customers to get to.

Live Support

While a phone conversation with a customer service representative may help your customer, consider going the extra mile by providing live chat or video chat services. It’s more convenient for customers who spend a good deal of time on the computer and need to multitask, and video chat offers a unique opportunity for visual help for customers who are far away.

Bilingualism

We live in a diverse world, and you’d be selling your business short to not provide customer contact options for people who speak other languages than English. Spanish-speaking customer service representatives are essential for the success of your business in today’s diverse and rapidly expanding global economy.

Take your business’s customer service to the next level with Contact One Call Center. With innovative and reliable customer service solutions ranging from appointment setting to live chat, we will represent your company with pride and efficiency. Contact us at 800-278-3347 to find out more about staying on top of customer service trends.