Tag Archives: Call Center Agencies

Outsourcing Connection | Inbound Solutions | Outsourcing Consultants | Telemarketing Company | Contact Center Outsourcing | Third-Party Data | Data Cleansing | Data Scrubbing | List Cleanup | Outsourcing Industry | Consultation | Call Center Service | Consultant | Call Center Services | Outbound Telemarketing | Call Center Consulting | Successful Outsourcing | Consultants | Call Center Consultants | Outsourcing Consulting | Call Center Company | Call Center Solutions | Call Center Industry | Outbound Call Center | Call Center Consulting | Improving Customer Experience | Mobile | Call Center Outsourcing Consulting | Customer Service Agency | Directory of Call Centers | Call Center Directory | Outbound Sales | Call Center Partner | Customer Service Outsourcing | Worldwide Call Centers | Outsourced Call Center | outbound call centers | Call Center Agencies | Customer Service Team | Customer Experience | Telemarketing Companies | BtoB | BtoC | Great Call Centers

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.

E-Commerce Order Taking | E-Commerce Call Centers | Call Center Agents | Overflow Call Centers | Overflow Call Handling | Call Center Provider | Great Customer Experience | Catalog Call Centers | Call Center Culture | Outsourcing Cost | Low Priced Call Center | Call Center Providers | Inbound Call Center | Domestic | International Call Centers | Call Center Culture | Global Call Center Consulting | Contact Center Outsourcing | Catalog Order Taking | Call Center Costs | Outsource | Outsourcing Concerns | Order Taking Services | Call Center Services | Inbound Ordertaking

Great Customer Experience

Great Culture = Great Customer Experience

 

Corporate culture is often difficult to understand and even harder to control. A dysfunctional culture in your call center almost ensures that your employees will be looking for the door with your customer experience suffering in the process. Your newest employees often have the best perspective and can give you some honest insight on the positives and/or negatives of your culture. Now ask your customers and they might tell you a lot about the culture based on their interactions with customer support.

Luckily, there is always hope—and many times the call center is the best place to start improving your company culture. What’s the trick? We all know those excellent customer service skills that help you make new sales and save customers. Point a few of those inward toward your colleagues and watch your company culture shift. Here are some quick tips to turn around your culture and your customer experience:

1. Lead with empathy

We love the word empathy and for good reason. It’s all about truly caring about the feelings of another person. This is a key to sales and to good relationships with your friends and family. But are you empathizing with your employees and colleagues? This is the first step to changing your culture and building a team that can translate this to your customers.

2. Watch your mouth

Gossip is a fantastic culture killer. It’s so easy in customer service to get in this mode of customer bashing. Talking poorly about customers affects your attitude toward those customers. In the same way, talking poorly about other employees has that same effect.

3. Can do spirit

Nothing is more deflating to a customer than when they call customer service for help only to hear a “No. Sorry, I can’t help you.” In the exact same way, employees hate hearing this same line internally. When an employee comes to you with a problem, adopt a buck stops here mentality and take responsibility for the solution. Then, they get to go back to the customer with a solution rather than a sad face.

4. Lighten up

I love nothing more than a customer service professional that is personable and friendly. It’s like talking to a person instead of a robot. In the same way, it’s ok to have a little fun with your colleagues. It’s ok not to be all business all the time. Teams that laugh together stay together!

5. Seek to understand

Those difficult customers are really the true test. By seeking to understand where the customer is coming from, we set ourselves in the best possible place to work with them. The same goes for employees. Those difficult relationships are going to require extra effort and understanding. Tools that help understand the unique strengths and ability of your team are invaluable.


Great company culture doesn’t just happen and it’s not as simple as a trip to play lasertag or buying drinks after work —although those can’t hurt. To build a fantastic contact center culture, practice the customer service skills that you preach in your sales or support meetings on your most important “customers”—your employees.

If you are ready to enhance your customer experience, contact Worldwide Call Centers today at 719.368.8393 for free call center consulting cervices.  We will discuss your situation and explore the contact center outsourcing options available from the US and Canada to Eastern Europe, Asia or Latin America.

Outsourcing Connection | Inbound Solutions | Outsourcing Consultants | Telemarketing Company | Contact Center Outsourcing | Third-Party Data | Data Cleansing | Data Scrubbing | List Cleanup | Outsourcing Industry | Consultation | Call Center Service | Consultant | Call Center Services | Outbound Telemarketing | Call Center Consulting | Successful Outsourcing | Consultants | Call Center Consultants | Outsourcing Consulting | Call Center Company | Call Center Solutions | Call Center Industry | Outbound Call Center | Call Center Consulting | Improving Customer Experience | Mobile | Call Center Outsourcing Consulting | Customer Service Agency | Directory of Call Centers | Call Center Directory | Outbound Sales | Call Center Partner | Customer Service Outsourcing | Worldwide Call Centers | Outsourced Call Center | outbound call centers | Call Center Agencies | Customer Service Team | Customer Experience | Telemarketing Companies | BtoB | BtoC | Great Call Centers

Call Center Agencies

Communicating With Your Outsourced Call Center Agencies

My colleagues often hear me say that “there is no such thing as too much communication when it comes to your outsourced call center agencies”.  Effective communication really is the key to finding the right call center agencies, training them properly, and then managing the inevitable ups and downs of the relationship.

Here are five quick recommendations to aid the communication process with your outsourced call center agencies:

1.) Be familiar with the call center vendor’s culture and schedule –

A typical domestic or international call center may operate 24/7, but it doesn’t mean that the recipients of your messages are also available round-the-clock.  Know the right time to communicate with the management or the agents. Familiarizing yourself with communication practices and lingual contexts in the country would also help enhance message delivery.

2.) Establish channels –

There should be dedicated channels where you and the call center company could send and receive messages.  This could either be via electronic means (chat, phone, video conference, etc) or through the liaison officer you stationed in the outsourcing location.

3.) Be interactive –

Encourage interactivity by opting for live channels such as video conferences and phone calls.  Two-way communication promotes real-time exchange of messages, thus eliminating delays.  Here, you get to immediately address concerns and clarify questions that could possibly become a problem if left unanswered even for a short period.

4.) Be ahead of time –

Have a proactive, rather than a reactive, approach not just to resolving concerns but also in delivering messages.  Tell your staff everything they have to know about strategies or campaigns before they ask questions. Also, news about changes should be delivered early to give people sufficient time to prepare.

5.) Schedule messages –

Messages should follow a standard format and must arrive on a regular, predictable schedule.  This way, your employees would know when to anticipate your calls and quickly grasp key points in your written messages.


Poor communication between you and the call center company could lead to the unnecessary failure of the relationship and loss of profit for both organizatoins.  Culture, time, and distance should never contribute to a failed deal if you establish proper understanding and clear communication from the start.

If you are ready to start your outsourcing journey, please contact us here or call 719.368.8393.  Worldwide Call Centers is ready to put our decades of experience to work for you…all at no charge!

E-Commerce Order Taking | E-Commerce Call Centers | Call Center Agents | Overflow Call Centers | Overflow Call Handling | Call Center Provider | Great Customer Experience | Catalog Call Centers | Call Center Culture | Outsourcing Cost | Low Priced Call Center | Call Center Providers | Inbound Call Center | Domestic | International Call Centers | Call Center Culture | Global Call Center Consulting | Contact Center Outsourcing | Catalog Order Taking | Call Center Costs | Outsource | Outsourcing Concerns | Order Taking Services | Call Center Services | Inbound Ordertaking

Outsourcing

Top 5 Outsourcing Concerns


Hiring an external call center provider can make even the most seasoned executive a little nervous. In reality, there are many reasons to be concerned. An outside company is being hired to speak directly with your customers on your behalf. However, these concerns can be easily addressed by hiring the right call center agency. Here are the Top 5 Outsourcing Concerns of our typical clients:

1.  Rogue Agencies

If every call center in the world was a stable, professional agency, we would be out of business. Worldwide Call Centers is in business precisely because there are numerous “rogue” or poor quality agencies in existence today. Our clients utilize our knowledge of the industry and our direct experience with call centers in the Worldwide Network to minimize their risk and maximize their odds of success. There are many great call centers out there – Let us show you the way!

2.  Too Expensive

Call Center Outsourcing isn’t “cheap”; however cost reduction is often the driving force behind the decision to hire an external agency. Our Consultants analyze the needs of our clients and then help to find a balance between the quality and type of services needed with the desire for a low cost solution. With both domestic and international resources, Worldwide is ideally suited to recommend the most cost effective call centers for almost every situation.

3.  Loss of Control

“Control” of the call center operation is always a concern when outsourcing is considered. However, our professional agencies offer a wide array of features to provide the control that our clients demand. These features include remote monitoring, remote training, onsite training, digital recording, & comprehensive reporting services. Thus, whether the call center is half-way across the state or half-way around the world, our clients will never lose control of their call center operations.

4.  Language Barrier

Many clients are concerned about the presence of strong accents when considering a call center agency located outside of their immediate geographical area (whether that is in “Memphis” or “Manila”). Professional Call Centers in the Worldwide Network typically employ “Accent Neutralization” techniques that train their agents to speak with the desired accent – whether that is: American (South), American (General), British, Australian, etc. In most cases, this allows your outsourcing activity to go virtually unnoticed by your customers – That is the real goal of outsourcing!

5. Outsourcing Stigma

Over the past few years, the media has attempted to make “Outsourcing” into a four letter word. However, we believe that outsourcing is not only good for our clients – but it is good for the US and Global economy. International and Domestic Outsourcing should be defined as work that is being performed by the most effective labor source available (whether that is in Omaha or Bangalore). Recent technological innovations have allowed for a much more efficient utilization of labor – which will enrich all of us in the long run. We don’t run away from the “Outsourcing” term – We Embrace It!

Worldwide Call Centers is Your Source for the Best Global Call Centers in Customer Service, Tech Support, Telemarketing, Lead Generation, Market Research, Sales, & More. For a FREE consultation or to request more information, contact us today!