Category Archives: Sales

Data Cleansing

Three Tips for Spring Data Cleansing…

The long hard winter is finally over! It’s starting to feel like spring – the sun is shining, the temperatures are warming, and companies everywhere are cleansing their customer data!

While some companies dread the intensive process of ensuring that all information within a database is current and accurate, others view this activity for what it is: proactive behavior that will lead to a more positive customer experience. By removing inconsistencies from database records (as well as clearing inactive users), contact center agents will be much more likely to have the information needed to most completely and efficiently service customers – leading to a happier, more loyal customer base.

Below are three tips to get started on your spring data cleansing.

1. Clear out duplicates

Duplicate records decrease efficiency and increase customer annoyance exponentially. Save your agents time that would be otherwise spent on compiling information between several database records by sorting your records by name and combining any duplicated user information.  You can greatly enhance customer experience and cut costs by preventing customers from having to repeat information each time they interact with customer support.

2. Keep it relevant

Is your database full of extraneous information? Though having enough information is necessary, gathering too much can overload your agents and database – not to mention discourage your customers from filling out forms or contacting your support representatives!

Take a long, hard look at the information you gather about your customers. Is it all necessary? What purpose does each piece of data serve? If you can’t answer these questions, it’s time to eliminate the data.

3. Research, research, research

There’s no way to get around this aspect of data cleansing. Someone (or many someones) must dedicate time to researching each record to ensure accuracy and completion. This can be accomplished through many techniques, including but not limited to:

  • calling customers (by internal staff or outsourced call center)
  • data verification emails
  • verifying information when customers interact with the contact center
  • verification direct mailings
  • hiring an outside company to verify information

Regardless of which single technique or combination that your company will employ, be sure to evaluate the labor spent after each cleansing to ensure that it was the most efficient and effective solution for your company.

From time to time, every company will need to repeating the data cleansing process. However, not all subsequent rounds of cleansing will not be as intensive as the first.   As you repeat the process, you’ll begin to find the most efficient methods for your company.


Worldwide Call Centers can help address your database issues and outsource the data cleansing to top agencies around the world!  If you are ready to explore the power of outsourcing, please contact us or call 719.368.8393.

Contact Center

Five Contact Center Outsourcing Mistakes

The contact center is one of the most important departments in any organization. Contact center agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails. Considering how important the contact center is to business success, plenty of mistakes are still being made on a daily basis in call centers around the world.  Here’s a list of the five contact center outsourcing mistakes that you should avoid:

1.) Improper agent training

Whether a contact center agent has prior experience or they are brand new to the field, they will need to be properly trained before they start interacting with customers. Many contact centers fail to adequately train agents because they don’t want to make the investment…given the high turnover rate in the industry. However, contact center training should be an ongoing process. A one week training session at the beginning of employment just isn’t enough to cut it. Your agents need to be continually trained on your systems and, most importantly, on sales and call handling techniques to produce more happy customers!

2.) Not properly analyzing data

Modern call center technology is great, but it’s useless if it’s not being used efficiently. Modern call centers have greater access to data…but what they do with the data is what really matters! Call centers must have a system in place to ensure that data is properly analyzed in order to incorporate insights into new business plans.

3.) Not focusing on the customer

Many contact center services have become obsessed with scripting, agent utilization, and call resolution time.  However, they often forget that the focus should on developing happy customers. It seems obvious, but the customer should always be made to feel like they are the top priority, and not just a figure on a stat sheet!

4.) Clinging to legacy contact center technology

Modern contact center technology including speech analytics, call mining, call recording, data mining, and real time reporting solutions have revolutionized customer support. Modern agents and managers now have access to immediate data.  This information can be used to make important business decisions in regards to agent training, marketing, sales development.  Clinging to technology of the past is one of the worse mistakes made by many managers.

5.) Outsourcing to the wrong call center partner

There is nothing wrong with contact center outsourcing. In fact, outsourcing is often the most cost effective solution. However, it’s necessary to spend adequate time researching options and getting testimonials from potential contact center agency partners. It’s rare that the cheapest or most convenient agency is the best option.  Today, many contact centers are industry specialists that develop agents with significant knowledge to share with customers in that niche. Take your time, do your research, test multiple agencies, and try to find the best outsourced call center possible.

If you are ready to enhance the performance of your business, 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.

Customer Service

Empower Your Customer Service Team

When it comes to your customer service team, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer.  Moreover, it is critically important for organizations to give support agents the power to make decisions without supervisor approval. Business and government agencies will never be leaders in customer support without the adoption of true empowerment strategies.

The good news is that most decisions will cost the company less than $50, which is a pittance when considering the lifetime value of the customer and the goodwill that empowered decisions can cultivate. Unfortunately, even employees of businesses that claim to “support empowerment” often fear making the needed decisions on their own.

Here are three key reasons support agents do not take the initiative to solve problems independently:

1. They are afraid of negative feedback.

There is often very little upside for an employee who makes empowered decisions. Awards and celebrations are rarely offered to employees simply because they made an independent decision to satisfy a customer.   However, ignoring policy or subjecting the business to undesired costs will almost certainly have a downside for the employee.

2. They think they will lose their jobs.

Many customer service agents believe that it is less risky to lose a customer than make a decision that appears to be detrimental to the company. After all, they think, “No one ever got fired for enforcing a policy, rule or procedure.”

3. They are afraid they will have to pay for a mistake.

For example, if they upgrade a person from a room to a suite, they will have to pay the difference.


In order to overcome this culture of fear, businesses need to implement three steps for boosting employee empowerment:

1. Reinforce and celebrate empowerment.

Most empowered decisions have no significant cost. For example, it might include waiving a late fee or bending the rules on a cutoff time. Empowered employees can modify policies and procedures to fit a situation…and keep customers happy.

2. Assure every department and manager is on board.

They must enforce a culture of empowerment within their teams, and they must stand by support agents when they do “color outside the lines”. It just takes one piece of negative management feedback for the employee grapevine to get the message that the policy is just lip service or the policy du jour.

3. Empowerment Training.

You have to teach them what is it, how to actualize it and how the organization celebrates it.


The irony is that companies spend massive amounts of money on marketing to attract customers, but skimp when it comes to keeping them. If budget were devoted to customer retention by training employees to make empowered decisions, they would see a far more immediate, measurable return on their investments. By empowering employees, you will have happier customers. You will increase market share. And you will make more money.

If you are ready to hire a customer service agency, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation.  Our Consultants will explore the Contact Center Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.

Social Media

Improving Customer Support through Social Media

How does your contact center deliver exceptional customer support? Do you ensure that no customer waits on hold longer than three minutes?  Are you giving your support agents the freedom to improvise each call to meet customer needs?  Do you enforce a “customer first” policy?  For a number of contact center services, it’s these factors and more that lead to the optimal customer experience.

With the emergence of social media, however, the customer support game has changed…forever!  It’s no longer enough to provide your customers the opportunity to call a toll free number with a problem or concern. They must have access to multiple channels, including social media, and they often insist on receiving an immediate response.

Here are some tips to successfully integrate Social Media into your Customer Support Operations:

1.) Speed

It’s everything when it comes to social media. Who hasn’t seen a post on Twitter or Facebook when the hold time was too long in the call center? Your Customer Support Operations need to recognize these issues and response immediately.

2.) Care

Speed has the potential to lead to missed opportunity. Take care in the responses you provide on social media channels so that they support your brand in both character and personality.

3.) Listen

It’s easy to get caught up on the message you want to communicate to the audience instead of listening to the issue. There’s a reason they are reaching out to you – be sure to pay attention and address it.

4.) Direction

When an issue comes in via social media that can’t be addressed in just a few words, it’s important to send the customer to the right destination. Make sure they can get resolution at that location so they only have to click through one time.

5.) Success

When you have happy customers who share success on social media, shout it from the rooftops and share it as much as possible.

6.) Advocates

Happy customers are your best advertisers, so invite them to be advocates for your brand. One of the best ways to do so is to reach out when they have something great to say about you. People love this kind of acknowledgement and will seek it time and again.

7.) Accuracy

Social media posts are often quick, which means it’s easy to make a spelling or grammar error. Your brand and the competency of your staff will be judged by posts, so apply accordingly.

If you are ready to enhance your customer support with the use of social media, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation and explore the Soclal Media Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.