Building a Workforce in Alignment with a Customer-Driven Approach

Today’s fast-changing world along with its disruptive technology and digitization of almost everything known to mankind has irrevocably altered our business world and ushered us into a new era of consumerism. An era where a certain group of companies that focus more on capturing the rational needs of customers (through products and service offerings) rather than focusing more on an emotional angle, are at an all-time high risk.

No wonder company owners nowadays are embarking on customer-driven strategies (i.e. making the customer the undisputed king) to gain a competitive edge over the market. but this gives rise to a new question then, at what cost are these strategies being applied?

Unfortunately, there is no clear answer to this as very few companies truly understand the changes they must embrace in order to make this approach a success. And not only this, assimilating a customer’s perspective into every department (such as lack of leadership or inadequate infrastructure) of the organization is another issue that has to be resolved.

Ideally, a customer-driven workforce should be something that truly understands the value of a brand, what this brand means to the customers and what ways to incorporate in order to deliver the same brand value to customers on a regular basis. And luckily for you, I have assembled five such mutually supporting principles that will guide you towards designing, promoting and leading a successful customer-driven strategy into your workforce.

1) Authorising Staff Members to Deliver Services Effectively

Most people think that improving the standards of customer service will help create a customer-driven environment in the company. Though effective it may seem, it’s simply not enough. What needs to be done is empowering staff members to develop ways to deliver service values that matter most to their customers. Not only this, this empowering of employees must be in alliance with the company’s policy in order to be effective.

One way of doing it is for company owners to have complete access to information regarding the market, current trends and pursue opportunities to understand their customers better. Another way is keeping the customers in mind in whatever they do i.e. combining the agility with the autonomy (to make informed decisions) to respond better to customer needs.

2) Flexibility in Terms of Performance Management

Delivering an excellent customer experience relies mostly on how good you are at motivating your team members to do so. Also, promoting customer service values sends a strong signal throughout the organization about the essentiality of customer service as central to your company’s existence. You can help achieve these by,

a)Portraying the desired behavior through professional development, conversation and action as an example of how you want your employees to behave.

b)Make it a regular habit to reward the best-in-class performers and celebrate their success stories on both behavioral and outcome dimensions.

3) Focussing more on Customer-Centric Approach

You know what defines the identity of your organization esp. when it comes to creating a culture that’s entirely customer-focused? That’s right, your employees in general. That’s why it primarily falls on your shoulders to build and sustain your company’s capacity in order to deliver customer service that aligns perfectly with the company’s purpose. Also, it’s your responsibility to attract and retain the eligible talents by keeping in mind what qualities and attributes each post requires.

4) Understanding Responsibility as well as Answerability

If you truly want to shift your company’s culture towards a more customer-driven one, you must set certain standards to gauge performance and track progress for both outcomes and behaviors. Though capturing outcomes is easy, promoting behavior is something you should strive forward to.

An easy way of doing it is aligning your company’s customer service values with that of talent agenda. This method is also successful because it uses robust and timely customer-driven metrics that help gain visibility into customer satisfaction on almost all levels from employees to employers. Outcomes and behaviors, if treated carefully, has the potential to increase innovation, revenue growth, profit, and market share.

5)Significance of a Meaningful Customer Service

One thing that you will find common in almost every boardroom or corporate reception area is the inspiring articulations of vision, purpose, and mission. Ever wondered why? Because these are powerful statements that offer clear insights into an organization’s aspirations.

Operationalizing the value of these statements helps owners to frame their company’s customer service values along with helping employees articulate and understand how their actions contribute to the company’s success. Moreover, fostering an environment of honesty and a genuine desire to meet employees needs also put you high as a preferred employer.

Conclusion:

Cultures that embody customer-driven workforce matter a lot in today’s times simply because they not only enable companies to deliver great customer experiences by default but also helps in resisting forces that try to degrade that experience. As a result, those organizations that succeed in transforming themselves into a customer-centric one enjoys a competitive advantage for years to come.

Original Source: https://www.theoctopustech.com/building-a-workforce-in-alignment-with-a-customer-driven-approach/

Why is it Imperative for Businesses to Incorporate Multi-channel Call Centers?

multi-channel

While looking back at the evolution of communication technology in modern times, who could have thought we would come so far from sending smoke signals and carrier pigeons to sending and receiving calls, texts, emails etc. in the blink of an eye over long distances. But here we are, taking pride in what we have achieved and what is yet to be.

Almost all the sectors around the globe have benefited from the advancements in modern communication technology, one such sector is the call center industry which, I believe, has gained the most be it hands-free phones or cloud-based call centers or business intelligence analytics and seeing its current progress one thing is certain, it isn’t going to slow down.

Though the evolution of this industry hasn’t been a smooth one. Not that long ago, the primary task of call center agents was receiving calls and handling only the basic issues while the complex ones were transferred to the manager. But that was then, the call centers of today use multiple channels to handle more complex issues than ever before.

And the result? More and more businesses nowadays are leveraging multi-channel call centers to offer various support services to its clients in order to meet the ever-growing expectations of customers from the same organization.

What is a Multi-Channel Call Center?

A multi-channel call or contact center is basically the merging of multiple communication channels into a single, centrally managed platform. These multi-channel services include,

a) Call center services

b) Email support services

c) Video chat support services

d) Social media customer support services

e) Chat support services

These services also serve the need of the hour because today customer dependent businesses working with any one customer service channel will miserably fail to ensure customer satisfaction, hence a multi-channel contact center.

Benefits of Incorporating Multi-Channel Call Centers:

Over the recent years, we have seen more and more businesses incorporating multi-channel contact centers in order to provide better support services to their customers. But what are these key benefits these businesses are getting, let’s have a look.

Instant Support

The current technologies of today have made our customers impatient and in need of instant gratification. Offering instant support through live chat, providing answers on social media, faster replies to emails etc. is the only way businesses can curb these gratifications before arising or, in other words, nipping the issues in the bud.

Deep Customer Analytics

Multi-channel call centers help in better customer analytics by offering a single point access to all the customer-related information which also includes a knowledge repository of past behaviors and the deep analysis of how these questions were answered. These analytics help businesses tweak their sales tactics based on customer demands.

Multi-Tasking Operations

Multi-channel call centers make it much easier for individual agents to multi-task and move swiftly across different channels because of the presence of a single version of customer data located in a single application. As a result, a single agent can easily navigate through any channel to resolve customer queries and helps reduce the burden on voice agents.

Omnipresence

Another great way a multi-channel call center can help you is by being present across all the available channels to offer support to the customers and collecting all the information stored at one location. So, if your customer switches in live chat and moves on to FAQ, to social media sites and at last to a voice call, your agent will still have a single record of that customer with all the necessary data required for any future reference.

Upsell and Cross-Sell

With the availability of all the customer related information at agent’s fingertips, he will be better able to understand their sentiments and suggest associated products and services that might interest the customers. These suggestions are different as they are based on facts contrary to the ones made by traditional call center agents based entirely on hunches.

Improving Corporate Image

Multi-channel call centers that are available on all the channels frequented by the customers contribute greatly in establishing the brand image for the organization by showing genuine interest in what the customers have to say along with proactively answering customers comments and being aware of any change in customer sentiments.

End Thoughts:

Day by day the competition is getting tougher. Apart from promoting their interests in mass media, companies must work hard on their customer relationship too. And for this to happen, the companies must allow their buyers, the freedom to choose their mode of communication, be it social networks, fax, email, SMS or anything else they deem fit. This is the only way the customers can enjoy their experience with the company.

5 Tangible Benefits only a Call Center can offer the ISP Industry

The history of ISP or internet service providers might not be that old (a couple of decades actually) but its ever-growing demand is simply outstanding. Though ISP industry bears some close resemblance to the telecommunication sector, it still has got its own set of rules to follow and learn from customer expectations all while working in close proximity with ever-changing government regulations.

In the beginning, internet service was being provided through telephone lines which was later transformed to wireless options using wi-fi networks. If one looks on a global scale, today, ISP is considered one of the most unpopular industries among consumers, the primary reason being some recent issues between government agencies and telecommunication industry regarding the maintenance of an open internet a.k.a. net neutrality.

However, this lead to an increase in the competition as even the established brands now had to struggle to find new customer service solutions in order to stay successful. On the other hand, as the government regulations prevented monopolies back in 2015 and wi-fi became a constant presence in our lives, this further lead the consumers to switch over to the companies offering exceptional services not only with solving queries about popular platforms but also assisting audiences with the information they need to make smart consumer choices.

Any internet service provider who is committed enough to satisfy the needs of its consumers should demonstrate its brand value to every customer service communication. But what if a company doesn’t have the required technology or experience to meet the growing demand of modern consumers and innovative channels? Well, in that case, the perfect solution would be to hire the services of a third-party customer care services provider to help beat the competition and increase your bottom line. Let’s see what else you can get by hiring a call center.

1. Billing Service

A professional call center understands invoicing, is already familiar with the ISP industry along with answering service usage stats and its modern software which collectively can handle your entire billing process along with its retention and collection. It offers-

a) Timely billing to help you collect the bills on time.
b) Accurate invoices to enable the hassle-free transaction.
c) Effective collections to ensure all bills are collected as soon as it becomes delinquent and not later.

2. Technical Support

Call centers also offer technical support which enables the internet service providers to differentiate itself from their competitors with a high level of service quality, problem resolution and quicker responses to help bring a big smile on the customers’ faces which ultimately leads to healthier bottom lines.

3. Customer Care

The delivery of an excellent customer care service plays a critical role in determining the success of any organisation. ISP sector is no different, in order for its client base to be happy, satisfied and loyal, it must ensure prompt, efficient and ‘going beyond expectations’ customer service tailored to its customers’ needs.

4. Sales and Customer Acquisition

Call centers also play a vital role when it comes to processing an effective sales and customer acquisition strategy. We all know how today’s competitive work environment requires organisations associated with ISP to engage with all potential clients across multiple channels using both inbound and outbound communication services.

Well, a call center not only provides all this but, in addition, nurture and strengthen customer relationships as well to help promote revenue generation.

5. Customer Loyalty

Remember one thing, customer feedback, whether positive or negative, travels fast, and only a superb customer support can guarantee a positive word of mouth. With a reputed call center working by your side, your company’s reputation will build up in no time once your customers start sharing on social media the best user experience they had with your company.

Conclusion:

In the end, it all falls back on the start-up companies to make the ISP industry more competitive in the coming years but in order to do that it’s very important for it to communicate value through call centers apart from recognising consumer demand. Here, a customer service provider can easily analyse the survey result of customer satisfaction to determine which service channels need help and which consumer data will be useful to design future payment options and service agreements.

Original Source: https://www.theoctopustech.com/5-tangible-benefits-only-a-call-center-can-offer-the-isp-industry/

4 Must-Have Customer Support Channels Your Company Needs

In the last couple of years, there has been a real revolution in the way consumers react with brands. Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Another major impact came with the arrival of emails and web forms that have not only made our interactions with the companies that much easier but also given us the required time to organize our thoughts and prepare all details in advance.

Another revolution came with the launch of Facebook back in 2007 when companies started realising that its possibilities go far beyond than being just a P2P platform. What followed was a sudden and uncontrollable explosion of love and hatred coming directly from the consumers which ultimately led Facebook to upgrade its policies and provide tools for proper company/customer communication. Twitter and other social media channels were quick to follow.

Now, companies also understand this fact well enough, that’s why they try to deliver excellent customer support in the channels where their customers exist. For example, if your customers are more active on Twitter, then you will need to be accessible to them there and if they are avid email users, then they will expect you to provide great email support to them. I mean, you get the idea. The same thing happens for every channel.

But deciding on what channels to choose for customer support shouldn’t be left on guesswork, that’s why I have shared below four of the must-have customer support channels you should consider exploring and figuring out for yourself if these works best for your company and your customers or not.

Social Media

Social media also has its own distinctive way of running things where

a) Twitter works best for short question answers (recently increased from 140 to 280 characters).

b) Facebook excels in customer-2-business interactions due to its being more of a personal platform.

c) Instagram is unparalleled when it comes to food, fashion, lifestyle, tourism etc.

And the list goes on. All in all, social media provides an excellent way to speak directly to the world on their own terms though you must select the channels where you expect most of your clients to be.

Live Chat

Live chat work as an excellent customer support channel simply because

a) It gives you the ability to solve your visitors’ problems in real time.

b) It is an information-rich channel where clients can easily access information.

c) It works great for sales and upselling just like an actual salesperson.

Live chat, in the near future, is expected to replace the traditional shop sales and help you with the conversion process which you might have lost otherwise. But if you are not directly involved in online selling, then it might not be a good option.

Text Messages

Messaging channels or in-app messaging are the new trend. Some of the most common messaging channels are FB messenger, WeChat, Viber, WhatsApp etc. Its major features are

a) It a fantastic way to make yourself available when clients need you the most.

b) It offers convenience and flexibility to be contacted even during off hours.

c) Instead of forcing them to adopt new channels, messaging works well with the ones they are familiar with.

Like live chat, text messages also have a bright future ahead, the only difficulty seems to be selecting the ones your customers appreciate the most as there are many options available.

Email

Integrating email into your customer support strategy will be one of the best decisions of your life. There’s a reason why email is still considered as a mother of all digital interactions.

a) Email gives you ample amount of time to review your answer and reply at your own convenience.

b) Provides you with a good opportunity to reply faster to your clients.

c) Emails can be partially automated to cover most of the standard situations.

Just having a website makes it compulsory to have an email because sooner or later people will try to contact you via this channel. You can too, on your end, encourage people to use emails as they work wonders with complicated issues that require lengthy answers.

Conclusion:

Nowadays, customers want service that is both fast and human. Although both these ideas might seem odd at first sight, achieving them with the help of a multi-channel customer support strategy is pretty easy. This strategy works not only with the alignment of both the strength and weakness of each channel but also how the customers prefer using them.

Original Source: https://www.theoctopustech.com/4-must-have-customer-support-channels-your-company-needs/

Number of Ways Telemarketing can help Grow Your Business

A telemarketing service is a quick and affordable method that uses the telephone to contact prospective customers in order to help generate leads, make sales along with gathering marketing information. Besides agents calling directly, pre-recorded sales talk is also used to be played over the phone upon automated dialing. It is a highly interactive tool that is used by various companies to make sales by contacting customers.

Telemarketing is also considered as an effective marketing technique that comes action-packed with tons of advantages irrespective of whether you run a small business or is the head of a multinational corporation. It’s main advantage, as we all know, is gauging the interest of your customers immediately in your company’s product or service. Its other benefits include-

a) Generating leads and appointments.

b) Help create rapport with your customers.

c) Promotions go non-stop 24 hours a day.

d) Provide direct feedback from the customers.

e) Efficient with cross-selling and up-selling.

f) Helps expand your sales territory.

And a plenty more. However, the common misconception that most people hold in their mind is that telemarketing is only limited to cold calling sales activities and nothing else. But trust me, this is just the tip of the iceberg, there’s much more than what meets the eye. There are a number of ways you can use telemarketing to turn various opportunities into business. Let’s learn about a few,

Customer Support

Telemarketers can be effectively used to offer customer support service to your clients in order to sort out their complaints and queries. Just make sure your agents know how to address the issue properly as bad reputation often has a way of traveling faster than its good counterpart.

Debt Collection

We all know how overdue payments and outstanding invoices has a way of crippling a business and hindering its progress. But a team of telemarketers can go through your debtors’ list to identify defaulters who owe money to your organization also ensuring that you have the current contact details for them. After that, your telemarketing team can send reminders and start the recovery process.

Launching Products

While planning to launch a new product or service into the market, it always comes in handy to do a survey by phone of potential customers beforehand in order to learn their opinions and understand their demands before you go into production. Not only that, you can even call your existing customers to know their thoughts on this matter as well.

Market Research

Market Research is another one of telemarketing’s time-tested features. Apart from using it for customer feedback and product review (as we have learned above), telemarketing, with the help of latest integrated technology, can also be used for collecting a full range of qualitative and quantitative data that includes everything from small executive level surveying to gathering customer feedback on a national scale.

Soft Lead Generation

Soft lead generation is basically the way of determining if the prospect shows any future promises of doing business with your company or not. This is done with the help of an approach that is tightly scripted along with preparing a list of relevant profiling questions to be asked before finalizing leads. This soft-sell approach is turning out to be more successful than an overt sales approach.

Seminar Reminder

In case you are holding a seminar, having a telemarketing team at your side will greatly assist you by calling the attendees the day before in order to reconfirm the starting time and the venue. Once the agents start calling, you will be surprised to know how many of them have already forgotten about the seminar and the related details.

Data Cleaning

In today’s fast-paced world, we know how quickly the information in our database goes out of date. However, an expert telemarketing team can easily go through your data, allowing you to edit, delete or amend the details of your existing customers as per the requirements. And since it is also a legal requirement in many sectors, so you can easily keep your nose clean with industry regulations.

Assisting Retailers

If you happen to be in retail business, you can always put your telecallers with the task of checking up on store managers to know about how your goods are selling in the market and depending on their answers, you can offer them a demo or some advertising materials to display in order to help them increase sales. This act on your behalf will go a long way into strengthening relationships.

Conclusion:

This is just a small list that I presented above, but you can also use telemarketing to promote events, trade shows, winning back your non-active customers, selling advertisement space by designing a campaign, informing your customers of new developments and much, much more. Telemarketing isn’t what it used to be in the past, use it wisely and it can permanently change your entire business for the better.

Original Source: https://www.theoctopustech.com/number-of-ways-telemarketing-can-help-grow-your-business/

How to Handle Customer Service during Holiday Season Like a Pro

Call centers generally experience a much higher than normal call volumes during the holiday seasons. So, if you too belong to the customer service industry then I believe its not at all difficult to imagine the environment inside a typical call center on such busy days, phones ringing off their hooks, ticket volumes at an all-time high, email inbox nearly full, frantic callers with last minute requests. Sounds familiar, right?

Although customers too realize that the festive seasons are the most pivotal periods for all online retailers, still not a single one will ever compromise over the support service. And they shouldn’t either. As a customer service executive or the manager or even the owner himself, this is your responsibility to provide the best call center support to your customers irrespective of the demand.

Fortunately, we believe that the holiday spirit is something should not be dampened in any way. That’s why we have come forward with a few tips on how to efficiently and effectively handle the customer support structure during the festive seasons. Let’s dive in.

Learn from past mistakes

Begin your preparation by analyzing the customers’ data from past years’ experiences. Call centers generally have access to a lot of information related to customers. Use this historical data effectively to gather info on call resolutions, hold times, peak call times and much more. It will greatly help you in predicting the things that could possibly go wrong and give you ample amount of time to make the necessary changes.

Upgrade your tools

What’s the point of having a good and competent support team if you treat them with outdated technology and machine. Upgrading your current tools to the latest ones is an investment which will bring in tenfold results. And your team, in turn, will provide better assistance to pacify all the needs of your customers in a timely and professional manner.

Offer multichannel support

Though the phone is still the preferred way to communicate with the customer service, you simply cannot abide all your customers to use this preferred channel, especially the millennials who just love texting. That’s why it’s highly recommended to offer your customers a multichannel support. Currently, the popular ones are the live chat, email support, and social customer care. Add these and you won’t just help increase customer satisfaction but also lighten up a considerable load off your call center team.

Train your staff

Nobody likes to be kept on hold or being transferred too many times while talking to a customer care representative. So, please ensure that your call center agents are well trained with the right vision and philosophy for the incoming holiday rush. Empower them, provide them the authority to handle issues on their own rather than referring the calls to the superiors everytime something goes awry. Just remember, time is of the essence during holidays, so use it wisely.

Get into the holiday spirit

The key here is to keep your present staff happy and motivated as they, in turn, will keep your customers feel warm and fuzzy. Use this year’s holiday season as an opportunity to engage with your team. A few ways to bring joy to your workplace include decorating your office walls, hallways and maybe desks and cubicles in the holiday theme, arranging fun activities, offering your agents a holiday buffet depending on your budget and other such things.

Hire extra staff

Whether or not you will need extra staff, you can decide by looking at previous years data. But to be on the safer side, it’s better if you do hire a few extra. We all know how busy holiday seasons can get and your present staff team might not handle the spike in call volume the way it should. It’s far better to prepare yourself in advance than resent later on. Offer the newbies simple tasks and let your experienced staff handle the more complicated ones.

Consider outsourcing as well

I have mentioned in the earlier point to hire extra staff just for the holiday season. But the fact is, though it might work for some, for majority others, it will be nothing short of a burden. So, if you are among those majority ones, outsourcing your customer support to a third-party contractor can be your next best option. By doing so, you will be relieved of time, effort, and stress of hiring and training besides having ample time to focus on other core activities.

So, what do think? Are you or are you not ready for the holiday rush? I know that requires a lot of think process but if you have followed our list closely, you, my friend, are more than ready for this holiday season.

Original Source: https://www.theoctopustech.com/how-to-handle-customer-service-during-holiday-season-like-a-pro/

5 Benefits of Blended Call Center You Should be Aware of

Blended Call Center

Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations. As a result, precious time is wasted doing these arduous tasks thereby, affecting the overall productivity of the related call centers. The solution? Blended call centers.

What is a Blended Call Center?

A blended call center is one where agents both make and receive calls to meet the demands of strategic dictate. The combination of predictive dialing for outbound calls with automatic call distribution for incoming calls results in each agent effectively handling the work overflow of the other, thus making each agent’s time that much efficient. Also, this combination of calls helps in adding variety to the day and make the job less boring.

Apart from offering the blend of their inbound and outbound campaigns, blended call centers also come with a wide range of features such as-

a)Intelligent Dialer Function

b)Call Barge-In

c)Live Reporting and Analytics

d)Call Recording

e)Agents Extensions

f)Call Transfer

g)Support for Work-at-Home Agents

Armed with these features, blended call centers offer an upper hand to businesses, lending them efficiency and agility, regardless of the scale of their operations. Let’s talk about these benefits in detail,

1) Higher Efficiency Rates

Blended call center agents have a habit of working in complete harmony with each other to provide the best solutions for their client’s business, whenever call volumes get high or there is a call overflow.

Not only this, but blended professionals can also run an outbound campaign for businesses whenever it requires them to run a marketing campaign for a specific time-frame. Another plus point is this uniformity in handling responsibilities teach them to work more efficiently along with ensuring zero-idle time.

2) Flexible Nature

With the help of technologically advanced tools such as automated call handling, IVR etc. blended call centers can easily provide a level of comfort that is much hard to match by its competitors. This is because agents know how to work together in order to smoothen out the whole customer serving process. By being available 24/7 for the customers, these agents use their expertise to render the ultimate level of service experience.

3) Highly Skilled Team

One major drawback of offering either inbound or outbound call center service is that the agents will only be versed in handling one sort of customers while on the other hand, a blended call center service harbors a team of highly-skilled individuals proficient in handling both inbound and outbound calls.

Moreover, these agents are quite skillful in providing valuable insight about customers and are in a much better position to help you plan your business model accordingly.

4) Prioritising Customer Satisfaction

The average hold time is reduced significantly once you let the proficient experts of blended call centers handle calls and offer innovative solutions to their problems. It is also because of this reduced hold time; customer issues can now be retorted much more swiftly. Not to mention the efficiency and effectiveness with which the customers will be served and a strong brand value established.

5) Low Turnover Rate

Last but not the least, these job roles lend a positive attitude to the agents as they are tended to change on a constant basis. Furthermore, this prompts them to work more comfortably and enthusiastically.

Though there is some uncertainty, the positive work routine offers an exciting work environment to its agents. And the happier the employees are, lower will be their turnover rate and as a result, more trustworthy they will appear to partner with.

End Thoughts:

As we have learned so far, blended contact centers provide a perfect balance of both inbound and outbound call center services. Though we are not underestimating the advantages of running a dedicated inbound or outbound call center here, a blended one brings the best out of both the worlds for the employees, customers and the call centers in itself.

Original Source: https://www.theoctopustech.com/5-benefits-of-blended-call-center-you-should-be-aware-of/

Why Customer Support Outsourcing Should Matter to Your Business

Outsourcing, at first glance, seems like an appealing idea especially when you look at all the benefits that tag along, benefits such as saving you tons of money, resources and often times, a great deal of stress. Though farming out your customer service will definitely help cut overheads, you have to understand here that it’s not a one-for-all solution to your problems or in simple words, there is no such thing as magic outsourcing beans (in case, you are thinking otherwise).

Now, keeping this in mind, let’s move on to understanding what exactly customer support is and how can it help grow your business along with some of the best practices that come with customer support outsourcing. Combine these for yourself to figure out why (or whether) outsourcing this service should matter to your business.

What is Customer Support?

The general image that pops into people’s head whenever they think of customer support is that of a group of friendly, smiling people answering client’s phone calls. Though in practice customer support agents play a much bigger role, serving as a prime connection between your business and its clients, handling queries from installation guidance to technical failure to initial set-up to maintenance, security and God knows what else. And this, in turn, makes them direct representatives of your establishment and its work culture.

How Customer Support can help your Business?

Knowing about customer support is one thing but understanding how it can help your business along with utilizing it to its full potential is completely another thing. Apart from securing purchases (by resolving queries) and referring the client to other products which help bring loyalty within the client, customer support teams relieve your in-house employees to concentrate on their work and achieve higher efficiency by handling themselves the direct communication with the clients.

All this, no doubt, leads to an elevated company’s image and the building of a trustworthy and reliable brand. Just keep this in mind, a good customer support service is one that not only makes the money but also saves the money.

What are the advantages of outsourcing your customer support services?

a. If you compare the cost of creating your own in-house customer support team to that of hiring a call center fully equipped with all the infrastructure and a team of employees, you will realise outsourcing will be a much cheaper deal.

b. With the help of outbound services that are offered by many call centers, you can avail various other services as well such as welcome calls, cross-selling, ‘winback’ campaigns etc. In short, it can provide another avenue to grow your business.

c. As your business grows, the majority of your time will be taken up to providing customer support service to your customers whereas outsourcing this service will help you to reallocate your time and expertise to areas that need the most attention.

d. Another great aspect of outsourcing is working longer schedules. Just kidding, what I mean is, you will be better able to satisfy your customers’ needs even after your business have been closed for the day as call centers generally operate 24/7.

e. Here’s a fact, if you are not up to date with the current technology, you won’t last long. But outsourcing can help resolve this issue for you once and for all as the call center agents generally work with most significant technology, you can be rest assured that your customers are being offered the best service possible at all times.

f. Customers, nowadays, are much more demanding than they ever were and will not hesitate to switch over to your competitors if you fail to satisfy their demands. Outsource customer support to a service agency with the experience and expertise to handle customers and within no time see your pockets lined up with revenue.

g. A reputed call center always comes with a team of trained, qualified professionals with the access to best practices and techniques only a professional would know. Try to do this yourself or use unqualified individuals and it might result in PR disasters which in the long run will damage your business.

f. Having a call center at your disposal can mean great things for your business, things such as flexible schedules, additional services and certain other capabilities your in-house team can only dream of achieving. Today’s call centers are basically made to tailor their services in order to meet your needs.

Conclusion:

Outsourcing customer support applies all the principles of customer service which includes not only helping customers to solve problems (no matter how small or big) and make better decisions for themselves but also in functioning as a part sales and part tech support. And the outcome? A happy, satisfied customer. What more could you possibly want?

Original Source: https://www.theoctopustech.com/why-customer-support-outsourcing-should-matter-to-your-business/

The Many Advantages of Outsourcing your Medical Transcription Services

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Outsourcing medical transcription services, in the recent years, has become something of a trend in the healthcare industry, its major beneficiaries being health clinics, hospitals, physicians, healthcare providers and out-patient surgical centers. Now, it’s a medical field that requires only qualified individuals with a special skill-set which healthcare providers can rely on to take their transcription process such as accurate documentation and record keeping to the next level.

Physicians and medical faculties, up until recently, had to make do with the in-house process for note dictation and patient accounting which, if nothing else, took away the employees’ valuable time from the day-to-day operations of running a successful practice. In the modern age, the medical industry is one of the few that’s constantly on the rise, due to a simple fact that more and more people are becoming health conscious these days, another reason why service providers offering medical transcription services are in high demand.

We all know how important it is for doctors to provide accurate notes when it comes to medical reports, surgeries and treatments concerning patients under care. That’s why, nowadays, healthcare professionals are relying more on reputed outsourcing companies for medical transcription as it greatly eliminates data errors along with helping in several other ways. Let’s find out:

Turnaround Time

Outsourcing keeps a check on your work so that it falls within a pre-arranged upon time frame regardless of whether you have an excess of workload, your employees are off sick or you are simply a high-volume clinic. Not only this, your transcribed documents will most probably be available within the next 24 hours. This help doctors easily review and edit documents along with sending out referral letters in a timely fashion.

Cost-Effective

With outsourcing, you pay only for the results as the industry standard is to only charge you by the line only (which is 65 characters). You can check the number of lines you should be paying for by dividing the Word Count by 65. These outsourcing companies not only eliminate your need for administrative, HR and training costs but also help you save more on equipment and maintenance outlays.

Qualified Personnel

Another major benefit of medical transcription outsourcing is that you will never have to hire again, especially for offices with multiple specialities where finding a medical transcriptionist who knows the ins and out of those particular specialities and the vocabulary could be hard if not impossible. Outsourcing ensures that the different dictations are transcribed by professionals specialized in that area.

Accurate Medical Records

If you have managed your transcription in-house in the past, you know how all the quality control and accuracy standards fall upon your practice only. Many such practices are known to suffer from inadequate control measures and lack recourse for poor management. Outsourcing allows the strict accuracy protocols to be tracked and managed by the service providers themselves who carefully screen employees to ensure work accuracy.

Focus on Core Activities

The ultimate benefit of outsourcing is its ability to free up your sources to better concentrate on the core activities of your business such as patient care or to invest in its expansion. Smaller clinics are particularly advantageous as they mostly work to tighter margins and strict overhead constraints. So, whether your practice is small or large, outsourcing makes your team more efficient and drives better resource management across the practice.

End Thoughts:

Within no time, medical transcription outsourcing has become a huge resource, money and time saver for healthcare professionals and practices. The simple process which involves dictating through voice and getting it back in text format, allows one to reap all the benefits of text-based documentation without any of the added efforts.

Original Source: https://www.theoctopustech.com/the-many-advantages-of-outsourcing-your-medical-transcription-services/

How to Measure Customer Satisfaction in 6 Easy Steps

Nowadays, you must have come across certain companies that are way too flexible in terms of return policy than their previous ones would ever be. And by flexibility, I not only mean customers can return the product with ease if they are not satisfied with but can even do so when the product is opened and consumed. But doesn’t this type of policy cost more? Of course, it does but customer satisfaction programs such as these pay much more than what you invest in them thus, as a result, end up earning more revenue for the business.

What is Customer Satisfaction?

Basically, a critical concept for professionals associated with Customer Relationship Management to understand and live by, Customer satisfaction is the measurement of customers’ expectations and satisfaction whenever he/she interacts with any company’s product, service or experience. In other words, it’s the description of an exchange between the company’s brand and the fulfillment of the needs and expectations of its user in terms of quality and service when compared to the price paid.

Why is Customer Satisfaction so Important?

Measurement of customer satisfaction is highly important for your business as it not only helps to identify and separate satisfied customers from the unsatisfied ones but also allows you to take certain steps by analyzing their feedback and making necessary changes to your products and services in order to make them happy.

How to Measure Customer Satisfaction?

Measuring customer satisfaction might not be as easy as you think because of a simple fact that most customers prefer keeping it to themselves when satisfied. And the reverse is true too, there are many who won’t complain in case of a bad service. The central strategy to help resolve these issues involve setting certain standards and improving employee-customer relationships in order to successfully measure customer satisfaction. Let’s have a look at some such metrics.

1. Customer Surveys

Unless and until your customers start contacting you on their own (which is highly unlikely as people generally are busy and have little to no time left for them), surveying customers is the only probable way of getting customer feedback. Some of the ways you can pull survey campaigns is-

a) Remain unbiased throughout.

b) Keep your rating scales consistent and transparent.

c) Keep questions relevant to customer loyalty.

d) Ask clever questions that should be short and precise.

2. The Service Delivery Speed

Support rates may vary depending on the type of products or services one provides. Usually, the standard response time for delivering the support service from the time the complaint was received should be under 24 hours. There are 3 stages you should keep in mind in order to inquire after the speed of service where a customer might experience service such as before purchase, during purchase and after purchase.

3. Customer Loyalty

Measuring loyalty is often a combination of certain measures such as the overall satisfaction rate, the probability of repurchasing and the possibility of recommending the brand to others. By asking the following questions, you can easily measure the loyalty level among your existing customers –

a) Are you satisfied with our brand and if yes, then how much?

b) What are the possibilities of you continuing to choose our brand in the future?

c) Will you recommend our brand to your friends and family members?

4. Giving Feedback Voluntarily

Now I am not talking about customer surveys here, what I am talking is offering your customers a way to speak up for their own violations. How? You can initiate by dedicating an email support service or a comment box for customers to interact.

However, don’t expect feedbacks immediately as customers often don’t comment due to the fear that the company won’t take it into account or won’t simply care. You can do better than that by incentivizing honest customer involvement to prompt them for voluntary feedbacks.

5. Email Surveys

Conducting surveys through emails is a really good option when you have a broader sense of questions you want to ask your customers. Here you can target in-depth questions to segmented customers based on the issues they are facing. Though this type of surveys has little response rates, whatever results you get from whomever customers that wish to answer will greatly help you to build a constructive feedback.

6. Any Issues Related to Pricing

This one is a pretty basic issue and can be easily handled. All you need to do is to allow your customers a medium to express their views on the prices they have paid for your company’s product or services. This will also include their thoughts on value for money and how they see the pricing compared to the market price.

Conclusion:

Ok, so now I have presented 6 such metrics to track your company’s customer satisfaction rate. Also, I would highly recommend you to put some KPIs around these metrics alongside tracking renewal rates so that you have a much better understanding of exactly how satisfied your customers actually are.

Original Source: https://www.theoctopustech.com/how-to-measure-customer-satisfaction-in-6-easy-steps/