Top Customer Contact Center Trends to Look for In 2014

Top Customer Contact Center Trends to Look for In 2014

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.

An Inside Look at the Small Business Community

An Inside Look at the Small Business Community

Blog/ Customer Service/ Marketing and Sales/ Small Business

Do you own a small business? If so, you’re not alone. There are approximately 23 million small businesses in the United States, and that number has been growing in recent years. It takes a great deal of hard work and dedication to make your small business a success and compete with big corporations. Providing outstanding customer service is an important part of making your business last in a competitive environment. Whether you are thinking of starting your own small business or you have owned one for years, keep reading to learn more about the small business community.

Small Business, Big Community

You might be surprised to learn that small businesses account for more than half of all sales that take place in the U.S. Though your business might be small, the community of like-minded small business owners is quite large. As shopping local becomes more popular, your small business can benefit greatly since customers are looking for an experience in which they are treated as individuals rather than numbers. Check in your area for meet-ups with other business owners, and don’t forget to look online for resources to help you learn about running a small business successfully.

Economic Impact

You don’t have to sell expensive products to have a major impact on the country’s economy. 55% of all jobs in the country are provided by small businesses, which means your business can benefit the community in more ways than one. Approximately eight million people across the country are employed by franchised small businesses, an especially important figure given the recent economic downturn.

Growth

Small businesses are here to stay, as the number of small businesses in the U.S. has increased 49% since 1982. Big corporations have eliminated four million jobs since 1990, but small businesses have added eight million positions during the same time span. Americans are turning away from relying on corporations, and instead are looking closer to home for jobs as well as products and services.

Running a small business can be challenging, which is why Contact One Call Center is here to help you with a broad range of customer service options. Contact us at 800-278-3347 or visit our website to learn more about the services we provide to businesses just like yours.

A Look at Call Center Management Software

A Look at Call Center Management Software

Blog/ Customer Service/ Small Business

462335881 What goes on inside a call center? While some people may have images of phones lighting up, ringing off the hook, and paper messages flying everywhere, the reality is quite different. Call centers are designed to run smoothly to benefit your business, whether you’re a medical doctor, small business, or self-employed entrepreneur. Certain software programs are used in call centers to make sure that every call gets the attention it deserves, and that no call is dropped or ignored. Read on for a look at the types of software used for call center management.

Queue Management

There are many tasks to be completed in a call center, and a program for queue management helps ensure that these are all done in a timely manner. For example, after taking a call from a customer, the call center may need to place an order with your company and then follow up to make sure the customer is satisfied. By placing these orders and tasks into queue management software, the call center can see which items need to be prioritized. There will be a record of each call so you can rest assured that all of your customers are taken care of.

Quality Monitoring

With the volume of calls received and made by a call center, it’s important to make sure that each call is of the highest quality. Customers should feel comfortable on the phone with representatives, and should receive the best assistance possible. Call centers can follow up with customers for feedback about their experience, and put that information into software that generates reports which show how the customer experience can be improved.

Reporting

A reputable call center should be able to provide reports to its clients both in real-time and historical views. Real-time reporting shows how busy the call center is and how long each phone conversation is lasting, while historical reports give an overview of the call center’s activity over a longer period of time.

Contact One Call Center utilizes the latest call center management software so you can feel confident about our services. Contact us at 800-278-3347 or visit us online to learn how we can help your business with all of its telecommunication needs.

Ways that Modern Customer Service Can Be Improved

Ways that Modern Customer Service Can Be Improved

Blog/ Customer Service/ Small Business

In the digital world, old-fashioned customer service is one area that is often neglected in today’s businesses. By going back to the basics in customer service, you may see more returning clients and higher profit margins. Here is a look at the simple ways to improve modern customer service by following successful methods of the past.

Person-to-person communication

Offering a live person rather than a recording over the phone or FAQ on your website will provide customers with more positive experiences that keep them coming back. When a customer is able to talk directly to a sales representative, he or she will appreciate detailed service that is tailored to his or her needs. In hiring your staff, you should look for individuals who strive to provide great customer service with every interaction.

Streamlined customer facing technologies

If you use e-commerce, you should set up a website that is easy to navigate so that customers can get exactly what they need without frustration. Adding a live chat feature to your site will offer extra assistance when customers need it. Using a web design and marketing expert will allow you to improve the effectiveness of your website so that more traffic is drawn to you digitally.

Customized solutions

When customers feel like their personal needs matter, they are more likely to return in the future. Therefore, it is worth the time to get to know each customer and offer solutions based on these conversations.

If you are rethinking your marketing approach, Contact One Call Center can help you with the affordable solutions you need to provide your customers with the highest level of service. For a closer look at our services—including live chat, order taking, answering, and appointment booking—visit our website or call us at (800) 278-3347.

Why Customers Prioritize Being Able to Speak to a Live Person

Why Customers Prioritize Being Able to Speak to a Live Person

Blog/ Customer Service/ Small Business

Whether customers are purchasing a product or calling for product support, they tend to respond more positively when a live representative is there on the other line. When customers deal with recordings, they may feel quickly frustrated and devalued as clients. Therefore, investing in an answering service and live chat support for your business could be a big boost for your sales. Here is a look at what customers gain from this approach.

A real sense of importance

By simply offering the help of a live person at all hours of the day, your business is making the statement that it truly values customer calls. This sentiment does not carry as much meaning when it is expressed by a pre-recorded voice followed by a touch-tone interface.

Direct answers to questions

Customers do not want to sit through long menus of options when they call for help. Being able to directly ask an expert the answer to a question will provide the customer with a more positive experience that may promote returning business.

Increased product value

While it does take a larger investment to have live answering services for your business, customers will feel that the products they buy have more inherent value with the backup of live support.

Brand authority

The simple interaction of a customer asking how a product works can give your business more authority than competitors who do not provide live customer service over the phone. You can remain one step ahead by prioritizing customer service, emphasizing the importance of customer satisfaction for long-term business success.

Contact One Call Center can give your customers the live interactions they expect without a high cost to your business. To see how we can help you maintain strong customer relationships, visit our website or call us at (800) 278-3347.

Why the Human Nature of Customer Service Has Remained the Same Over the Years

Why the Human Nature of Customer Service Has Remained the Same Over the Years

Blog/ Customer Service/ Small Business

The surface of customer service has changed significantly with new technologies, but the basic element of successful customer interactions remains the same. Human nature is an integral component of customer service, because all people desire the personal communication that comes with a positive customer experience. Below is a closer look at why the fundamentals of customer service have been unchanged for years.

Understanding customer expectations

When customers feel that someone has gone above and beyond to satisfy their needs, they are more likely to return for future business. Even an act as simple as getting a product from the back room or offering a tutorial for a new product will make a big difference for your clients. You should focus on training your staff to understand and meet customer needs with these small acts so that each client feels valued.

Changing mediums with the same results

You may be using new tools to interact with your customers, but the expectations are relatively the same. As you connect with customers through online media, it is still important to put what they want first. Use social media as an opportunity to gather helpful marketing information without pushing sales too aggressively through these avenues. This way you can create a custom approach that reaches customers without making them feel like walking dollar signs.

Marketing risks worth taking

When you do reach out to customers through new sources such as Twitter or Facebook, you may be communicating in a way that is unlike your other marketing strategies. Remember that no harm will come of new communication, and the human element is what matters at the end of the day.

Contact One Call Centers can return the humanity to your business with live chat support and around-the-clock answering services to boost your customer service without extra staff members. Call us at (800) 278-3347 or visit our website to learn how we can help you succeed in today’s marketing environment.

Essential Technology for Every Call Center

Essential Technology for Every Call Center

Blog/ Customer Service/ Marketing and Sales/ Small Business

In order for call centers to operate successfully, a number of technological features are required to streamline service and make the process more efficient for operators. Most small businesses are not equipped to house call centers of their own, because all of the pieces of technology are essential for daily operations. Therefore, many small businesses rely on dedicated call centers to provide around-the-clock customer service with help from these technologies.

CRM Solution

With CRM solution on-hand, operators can look back to earlier information in the call or see previous outcomes of customer calls. This helps avoid repetition in the customer interaction and find the source of the problem faster.

Call Recording

Quality-assurance is a must for call centers, because operators represent a valuable section of the customer service experience. Call recording helps operators identify their strengths and weaknesses in speaking to customers and offering solutions. This results in more positive customer experiences in future calls.

IVR

While it is important for customers to have live representatives to speak to, there are some elements of over-the-phone business that do not require a person to person interaction. The IVR covers these areas to allow customers to manage their interaction with voice response for self-service.

Workforce Management Application

Call center staffing needs to be determined by projected calls within a certain timeframe, and these are calculated with workforce management. With this application in place, call centers can ensure that representatives are readily available when they are needed, but that the center is not overstaffed, which drives up the cost of services.

Contact One Call Center is equipped to take on your telecommunications needs with the excellent customer service that you expect for your small business. To learn how we can help you manage your presence outside the walls of your business, visit our website or call us at (800) 278-3347.

How Small Businesses Can Build Their Brand Personalities

How Small Businesses Can Build Their Brand Personalities

Blog/ Marketing and Sales/ Small Business

As a small business owner, you might have challenges creating a brand and selling it with your web presence. You may be so overwhelmed with the day-to-day operations of your business, that it is hard to develop a personality for your brand that really engages customers. Below is a look at the ways you can rethink your brand personality to build a presence that works for you.

Show your brand in action

Your business’s website and social media pages will speak volumes about the personality of your company, and the items that customers see first will be the most impactful. In addition to an easy layout and pages that can be navigated intuitively, customers will want to see pictures of your business in action. Whether you are showcasing a product or service, you should show images of real people (not stock photos) who represent the clientele you want.

Offer tips with an on-site blog

To boost traffic to your website and connect to customers on a more personal level, you might start a blog related to your small business. This does not have to offer advice directly related to what you do, but it should tie into your own services and boost your credibility as a brand and authority within a certain field. When you do write blogs (or outsource them), you will want to make sure that the language is friendly and approachable rather than relying on corporate ad speak.

Think up a great motto

A simple motto can give your business a memorable identity that stands the test of time. Even as web design trends and customer demands change, a great company motto will hold up and represent a brand that customers will keep coming back to.

With the expert guidance of Contact One Call Center, you can find the marketing approach that works for your small business and back it up with excellent customer service around-the-clock. To contact us for a look at our services, visit our website or call (800) 278-3347.

Finding an Alternative to Cold Calling

Finding an Alternative to Cold Calling

Blog/ Marketing and Sales/ Small Business

Cold calling is parallel to door-to-door soliciting in the world of marketing; it is largely unwelcome and considered an antiquated way of generating new sales leads. Unfortunately, many business owners and sales managers are unaware of the modern solutions for new business relationships, leaving them to rely on the methods of the past. Read on to discover the better alternatives you might use to build relationships and find new prospects for your business.

Social media tracking

Social media has replaced many facets of business—including networking. Using social media update trackers such as Google Alerts and HootSuite will allow you to see valuable information about your prospects so that you open new opportunities for marketing.

Social media relationships

While social media can be significantly helpful in observing trends and tracking potential leads, it is also beneficial for direct interactions. You should reach out with personalized messages through social sites to connect with prospects in a welcome way. Just be careful not to overdo it with social media, sending out high volumes of messages and blasted messages with no personal touch.

Web presence management

Aside from social media, you should keep a strong social presence on your business’s website and blog. With regular updates that engage your existing customers, you may actually attract the attention of new prospects without any extra work. You will be doubling up your marketing efforts in this way, because you are reaching out to your clients and maximizing your exposure in your industry simultaneously.

For a closer look at modern solutions in marketing and customer service, check out Contact One Call Center. We serve businesses across the country with answering services, ecommerce, and more helpful solutions that can be personalized to your unique needs. To contact us, visit our website or call (800) 278-3347.

The IRS, the DMV, and How Customer Service Reflects On More Than You Think

The IRS, the DMV, and How Customer Service Reflects On More Than You Think

Blog/ Customer Service/ Small Business

Can your small business learn a thing or two from the IRS or DMV? Of course it can! These two essential companies are known for offering notoriously bad customer service. This reputation reflects on much more than just customer service, though, which is why you should consider working with a call center to improve your company’s relationships with clients:

What is Bad Customer Service?

There are many elements involved in maintaining a strong and successful business. Customer service is one of these elements, but unfortunately it sometimes gets ignored. Every business aims to provide products and services that clients will want to purchase again and again. But in order to ensure that customers are happy and getting the most out of their purchases, it is important to provide ways for customers to interact with representatives of your company. Bad customer service occurs when businesses neglect these responsibilities and leave customers feeling helpless when faced with a problem.

How Can Bad Customer Service Impact Your Business?

Most people either have or have heard a horror story about dealing with customer service at the IRS or DMV. The horrible part is that customer service seems to be non-existent in these locations! With so many customers coming in and out daily, the IRS and DMV put customer service on the backburner in order to stay afloat. Unfortunately, this leaves many consumers with a bad impression of both of these industries. Bad customer service makes it difficult for customers to make a connection with a business, potentially leading them to bring their business elsewhere.

How Can You Improve Customer Service?

If you do not have time to focus on customer service, start working with a call center. These companies provide answering services, secure messaging, after hours support, and much more. Your customers are sure to feel a stronger connection and more loyalty when their questions and concerns are addressed in a timely manner.

Contact One Call Center can help your company reach out to customers! Contact us at (800) 278-3347 to learn about our answering services, after hours support, and secure messaging and find out how they can improve your company.