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Improving Customer Satisfaction

Four Keys To Improve Customer Satisfaction

Clients are becoming more demanding in terms of quality and speed of customer contact. Time is limited and they can often take their business elsewhere in a heartbeat. The stakes are high for winning new customers, retaining them, and ensuring that they are happy and willing to spread the word about your services.  Succeeding in the marketplace requires listening to the voice of your customers throughout their entire journey with your business. Following are four keys that can provide the building blocks for improving your customer satisfaction:

1)  Customer Contact Monitoring: There are a variety of channels through which a customer can contact an organization. Some customers call into a contact center while others prefer self-service through a website or mobile app, which then might lead to an online chat, an email request, or a call for support. It is common for a customer to use multiple channels to solve a particular need. Best practices requires that your company provides consistent information regardless of the channel. For instance, in the sales process, a customer might start on the Web to do some research before making a decision to purchase via a different channel. Across all these contact points, a firm must listen to the voice of the customer to assess the effectiveness and efficiency of the interaction and determine the customer’s emotional reaction to that contact. The business insights from these omni-channel contacts can provide specific, actionable ideas not only for enhancements to contact handling, but also for business process improvements and product modifications.

2) Social Media Monitoring: Organizations can’t ignore Twitter, Facebook, YouTube, or other social networks. Listening to and responding on social media is an opportunity to understand the customer voice on a different level. The content shared on social media is less predictable and certainly less controllable than other customer feedback mechanisms, as it can go viral quickly. Social media is an increasingly important “voice” of customers, and requires a plan for both monitoring and responding.

3) Customer Feedback: For consumers, it is routine to receive a request for feedback subsequent to a transaction, whether it’s an airline flight, an online purchase, a call for support, or even just a Web site visit. Those detailed surveys, or more targeted satisfaction scores, provide a snapshot of customer satisfaction and/or willingness to promote you to others at that given point in time.

4) Market Research: There is unlimited news and independent third-party perspectives regarding the customer experience for any given industry, and often specific businesses within an industry. Every organization needs to monitor its brand reputation to understand how consumers perceive their business. Companies can examine their own brand perception as well as that of their competitors to update their customer service model and reflect what’s working best within a particular industry.

If you are ready to enhance your customer satisfaction, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation and explore the Contact Center Outsourcing options available from the US and Canada to Eastern Europe, Asia or Latin America.

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Advantages of Outsourcing

Nine Advantages of Call Center Outsourcing

Operating an in-house call center involves significant upfront investment plus relentless ongoing fixed & variable costs.  Internal call center operations also place intense demands on human resources, require complex technology, and can distract from focusing on your core business.  Therefore, an increasing number of companies are realizing that keeping these operations in-house are not always the best decision.   Businesses that partner with an outsourcing call center to handle their customer support, sales or back office operations might experience some major advantages of outsourcing.

Call center agencies provide services to clients around the world in a variety of industries. Some of those outsourcing services include:

Choosing to outsource your call center operations can provide many benefits to your company and customers.  Presently, here are nine advantages of call center outsourcing:

1. Focus on core competencies

Outsourcing your call center operations will put a difficult & disruptive business function in the capable hands of a professional agency.  Therefore, allowing you to focus on your core business.

2. Provide 24/7/365 customer support

Providing 24/7 customer support is usually very difficult (and expensive) to manage internally.  However, professional call center agencies typically operate 24/7 already. Therefore, hiring a call center partner will allow you to quickly and easily offer 24/7 coverage and keep your customer happy!

3. Limit Technology Investment

Why make massive investments in technology to manage your internal call center operation when there are call center agencies that have already made the investment?  Outsourcing is a great way to use technology more efficiently and stay on the cutting edge!

4. Benefit from proven processes

Professional agencies really are the “Call Center Experts”.   Why reinvent the wheel, when agencies bring proven processes and experienced management to work for you almost instantly.

5. Reduce staffing, operating, and training costs – 

Operating expenses of an internal call center can stack up quickly, but outsourcing that function reduces operating costs by eliminating hard to manage functions.

6. Avoid unnecessary and costly capital expenditures –

The equipment & facilities necessary to run a call center operation can be very expensive. Do you really need to pay for your own operation when you can partner with an established agency that has already invested in the best equipment & technology?

7. Increased Customer Satisfaction

Internal teams can often take hours or even days to respond to customer inquiries.  Outsourcing to a great call center partner can cut that response time down to a matter of minutes.   Therefore, this creates more happy customers which are the key to increasing revenue…

8. Improve efficiency and productivity –

Your company has some great, highly trained employees.  Hiring an external call center partner can allow your internal team to focus on high value or high impact activity.   Therefore, outsourcing low skill and repetitive tasks can allow you to get maximum value from internal operations and focus on mission-critical operations.

9. Instant access to specialized skills –

Hiring highly skilled employees for your internal operations can be very frustrating and expensive.  However, outsourcing to a domestic or international outside call center agency will allow you to immediately tap into an impressive talent pool.  Moreover, these specialized skills will become available without any HR Headaches or wage pressures!


The advantages of outsourcing are no longer just about cutting costs and saving money.  It is about increasing efficiency of internal employees, getting to the market faster than your competitors, maximizing workforce flexibility, and gaining access to highly qualified employees.

Call Center Outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave!  If you are ready to explore the advantages of call center outsourcing, please contact us here or call 719.368.8393.

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Customer Support Metrics

Top Five Trackable Customer Support Metrics

Satisfied customers are the life blood of every business. They grow your revenues, bring repeat business and spread the good word about your brand. A great customer experience goes a long way in making customers happy. One of the best ways to track the performance of your support team and and provide a great customer experience is to know your “numbers” – like Call Volume, Response Time, Abandon Rates, Call Resolution, & First Contact Resolution. This gives you honest, trackable data and helps provide a clear understanding of the overall satisfaction of your customers. Here are Five Customer Support Metrics you must monitor regularly:

1. Call Volume

It’s important to monitor the daily volume of calls and inquiries into your support team. It helps you find out if there is any rush of support traffic at certain times of the day. This will tell you when you should allocate most employees & resources to customer service. Although your business has working hours, your customers may run on a different schedule. They’ll try to reach you as soon as they face an issue. You can note the most frequently called times and prepare for it, even if they’re outside your business hours.

It’s also necessary to monitor volume of support incidents by various channels such as emails, telephone & social media. Different channels require different types of support staff & resources. Breaking out support incidents by channels helps you identify which channel needs more attention, and adapt quickly.

2. Response Time

Do you like waiting for a response when you are facing an issue? Response Time is the amount of time taken for your business to respond to a customer issue. It is one of the most important metric that affects customer satisfaction. If you keep the customer waiting, you are likely to bring down customer satisfaction considerably. Studies show that 54% of customers feel 3 minutes to be a reasonable response time while waiting for a customer support agent over the phone. Customers also believe that 24 hours is reasonable to get response by email.

You can measure Response Times by various channels to identify which channel needs more attention. Even within a single channel such as email, you can group the number of responses based on the amount of time taken. How many responses were sent within 1 hour, 2-6 hours, 6-12 hours, etc.? This will show you the distribution of your responses over time. You can find out the most frequent support issues which increase response time, and assign more resources to them. You can also monitor first response times for each support agent. This will tell you which agents take time to respond, and could use more training and assistance.

3. Call Resolution Time

Call Resolution Time is the amount of time taken to resolve a customer issue. Average Call Resolution Time shows the overall effectiveness of your customer support. The shorter the resolution time..the better your customer support metrics. Many factors contribute to high resolution time. It can be due to the communication skills or technical expertise of the customer or your support agent. It can also be because the agent doesn’t have access to relevant resources. You can monitor resolution time for each type of customer issue to identify which ones take the longest to be resolved. You can also track it for each support agent. This will help you find out the root cause of delay and solve it immediately.

4. Abandon Rates

Abandon rate is one of the key customer support metrics. This number is the percent of customers who hang up the phone or leave the queue before they reach a customer support agent. Long hold times and a confusing support system are the most common reasons why customers drop off. You can track abandon rates over time to find out which days of the week it increases, or which time of the day you are flooded with support calls. This will help you increase your capacity accordingly. You can also look at the abandon rate at each step of your support such as the initial welcome message, IVR navigation or the automated wait message. Once you know which step has the highest abandon rate, you can identify the source and fix it as soon as possible.

5. First contact resolution

First contact resolution tells you how many issues were resolved during the initial engagement. Greater this number, the better it is. To maximize this metric, you have to find out which issues are escalated beyond the first contact, on which channels and why. So you need to break out this metric by various channels and type of customer issues. It helps you identify the reasons for escalation and resolve them quickly.

Measuring the performance of your customer service enables you to rapidly improve it. It allows you to easily identify the key pain points of your customers, areas which need additional resources and support agents that can benefit from additional training. You can even streamline support by automating frequent responses and creating Knowledge Base or FAQs. This helps you improve your product or service, boost customer experience and grow your business faster.

Worldwide Call Centers can help to address these metrics and outsource your operations to the BEST Agencies around the world! If you are ready to improve your customer support metrics & explore the power of outsourcing, please contact us here or call 719.368.8393.

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Call Center Guidelines

Six Call Center Outsourcing Guidelines

Call Center Outsourcing can be a great move for your business – or a painful mistake if done incorrectly. Here are some guidelines that will help ensure that outsourcing to an external call center service is successful for your company:

1.) Find A Real Partner

When outsourcing to an external call center, you are essentially choosing a partner for your business. The agency should work in harmony with your employees and have the same type of work ethic and dedication to success.

2.) Get Out In Front

Don’t wait until you need help.  Good agencies can often setup very quickly…but give yourself a little breathing room. A few weeks to a month or so is a nice cushion to choose a call center and launch the application.

3.) Communication is Key!

Be clear about what you want outsourcing to accomplish. Communicate projects, expectations, costs, and timelines to your vendor.

4.) Make 1+1 = 3 

Use a company that will expand your “talent base”.  Hire a call center in a different location with agents that have a different skill set than your current employees.

5.) Upgrade Your Technology

Outsourcing to a call center service agency is a great opportunity to upgrade your technology without spending a dime of capital.  Therefore, we encourage our clients to hire an agency that already has advanced technology in place.  Then, you can leverage this infrastructure to enhance your profitability from day one!

6.) Never just hire the Low Bidder!!

An external call center is the ultimate “non-commodity”. You are hiring a company to manage thousands of individual conversations with your customers on a daily basis. Look for a cost competitive agency that also has the experience and infrastructure to deliver day in and day out! Outsourcing is no longer about cutting costs and saving money. It is about how to do things quicker, more efficiently, getting to the market faster than your competitors, maximizing workforce flexibility and gaining access to highly qualified employees.


Call Center Outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave!  If you are ready to explore the power of outsourcing, please contact us here or call 719.368.8393.