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Scaling Your Customer Support

Four Ways to Effectively Scale Your Customer Support Call Centers


While many companies are already focused on customer support, they often struggle to balance productivity, scaling, and maintaining the human touch of personalized customer experiences. Here are a few practical tips to help your company stay productive and scale your customer support call centers, without making your customers feeling like they’re working with a robot:

1. Boost Productivity Through Collaboration

Small inefficiencies add up quickly and drain your resources. Saving agent time and improving collaboration boosts productivity without turning them into robots. For this reason, allowing employees to utilize cloud-based collaboration tools like Slack and Trello is a great idea!

2. Balance Live vs. Automated

Striking a balance between a personalized customer experience and responding to customer requests in a timely manner, can be difficult. So how do you ensure a good experience for your customer without taking too long to respond? Utilize features that maximize efficiency of your live operators to give your customer the best experience possible. Consider setting up time-based escalations or action-based alerts, and writing pre-configured templates for frequent responses. Little things like these allow agents to respond faster and be inserted at the most crucial times, so you can maintain a personal touch when it counts.

3. Help your customers help themselves

A well-designed Help Center – or an all in one knowledge base, community, and customer portal — deflects issues and appeals to the 67% of consumers that would prefer to use self-service rather than contact support. When your customers can find their own answers quickly and easily, everybody wins.

4. Leverage Multichannel Customer Support

The modern customer demands an effortless experience.  Which means they want to be able to connect with you when and where it’s convenient for them.  Accordingly, that might be via phone, via Twitter, over email, or even within your corporate application.  Innovative companies need to build a multi-channel support foundation that allows you to tie these contact points together.   Consequently, this will make it manageable for your team and allow for adding new methods, as necessary.  Consider solutions that can expand to include traditional phone, email or live chat support alongside social media, self-service and embedded mobile offerings.

If you are ready to scale or improve your Multichannel Customer Support, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation.  Our consultants will discuss the Customer Support Call Centers available from the US and Canada to Eastern Europe, Asia or Latin America.

 

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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!