Archive for the ‘Consumer Experience’ Category

Why You Need to Use Call Centers to Lower Business Costs

June 13, 2009 2 comments

Having someone in your office answering the phone or making sales calls for you is inefficient and can end up costing you sales and money. If you are looking for a way to increase sales and lower business costs, you need to use call centers. These contact centers can offer order taking as well as lead generation for a fraction of what you pay someone who sits in your office.

Today, more than ever, it is important for any business to lower their costs. Whether your business depends on lead generation or offers customer service such as technical support, you can make call centers work for you.

Sales calls are only one way to make use of this outsourcing service. If you provide customer service for your clients such as technical support for your products or services, you cannot afford to rely on a staff working nine to five in your office to handle incoming calls. You need a center that will not only offer full customer support, but will also act as an answering service. This way, you will never miss another call and your customers will not be frustrated when they are unable to get in touch with your company. People today expect to have service support around the clock, but this is not feasible with an on site staff.

In addition to offering around the clock service and support, you can also use contact centers as way to take orders as well as offer email support for your business. Many of these centers also offer live chat options for those who would prefer to get answers right away by using their computer.

Every time you shut off your business phone, you run the risk of losing business. People will not want to talk to an answering machine and wait for a return message. In the world of today, people expect to receive answers as well as place orders for products and services around the clock. When you use outsource lead generation and customer service to call centers, you not only save money when it comes to costs, but you also end up giving customers the full time support and service that they have come to expect from other providers.

Take a look at contact centers and see what they can do to help your business increase sales, customer satisfaction and generate leads for your business and at the same time save you money.


Utilizing a Call Center to Increase Your Business Revenues

Grow Your Business

Call Centers are an innovative approach to sales without the pressure of overhead costs for a storefront. By incorporating a call center into your existing business, you can increase your sales and order size. You can also decrease your overhead cost by running an operations crew from 9 – 5 while having a call center open twenty-four hours a day, 7 days a week. There are several different ways to utilize a call center in your business. Many of them include an answering service, live chat, and email support. It is most certainly the most cost effective approach to increasing your business while lowering your overhead costs.

Using a outsourcing center as an answering service after office hours is an excellent way to assure that you do not miss one single important phone call or message. An answering service is most important for service based businesses such as plumbers, contractors, electricians. These types of call centers are already in use by many offices that include medical professionals. These are primarily used for emergency situations but can be tailored to meet any need you as the professional might require.

Another essential use for outsourcing is order taking. Your business can be increased by at least 20 – 30 % just by utilizing a call center for all your order taking and customer service needs. A call center is open twenty-four hours a day, 7 days a week therefore allowing your customers to place their orders at any time they choose. They can order from the privacy of their own home at their convenience.

Technical and email support is also a productive use for call centers and outsourcing. You can provide support at any time of the day for anyone who has any issue with your product or company. Email support and live chat can be provided without the use of phones and the labor costs associated with this endeavor can be kept relatively low while still providing the ultimate in customer service to your clients.

Sales can be increased by providing a call center number for customers to leave their contact info for lead generation. Many people are irritated by telemarketing calls but if they call YOU and request that a representative call them during a specific time period, the chances of a good sale have just increased by 60%.

Increase your sales today by implementing a call center into your business without the additional setup cost of labour, equipment and overhead costs associated with expanding your own office.

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Will Internet Savvy Web 2.0’ers Lead to the Demise of the Traditional Call Center Model?

April 29, 2009 Leave a comment

Recently, I have read that Twitter of all things is apparently the cause of significant call center layoffs. It was stated that more people than ever are taking advantage of corporate Twitter sites to ask customer service questions, which means less traditional phone call inquiries (you can read the article here ).

And what is this I am hearing about ‘super users’? -people that enjoy products so much that they surf the web and online corporate communities, jumping at the chance to help their fellow users by answering customer service questions. From a recent article:

Since last summer, Verizon has transferred much of the responsibility in certain divisions that require high levels of customer service to volunteers – people who have a passion for the wireless, Internet and TV technologies that Verizon peddles, and who like to feel useful. Sound strange? It is. But it’s also true. They’re called “super-users,” and they work through online forums that are gradually developing into self-sustaining databases where customers can go to answer all their questions.

Does this all mean that the end of the traditional customer service call center is near?

I don’t think so.

Don’t get me wrong, there are great self-service companies out there like Bazaarvoice and Lithium, and they have a place in this ecosystem, but I think people are forgetting to examine the other side of the spectrum and companies like – the reigning King of the customer service experience.

How does one explain’s success in this new self-help world? For gosh sakes they don’t even set limits for how long their agents can talk to callers, and I believe the longest service call they ever had was over 5 hours…..

My current thought is that there is a middle ground, and that appropriate and tempered call deflection is the key to success.

What I mean by this is:

Companies should take advantage of these new technologies, incorporating items like robust self-help sections to their websites, and they should also use communication channels like Twitter, live chat and email (which are usually more cost effective than voice support to deploy because of concurrency). But as is the case with Zappos, there is no replacement for the service that can be achieved through voice support. The experience is unparalleled, and for more complicated support issues it is the only viable channel that can be used to adequately understand and address a customers needs.

Although a lot of startups are finding the initial cost savings of self-service tools appealing, as these companies mature, if they hope to develop a long term and re-occurring customer base they are going to have to invest in multi-channel customer service which is anchored by traditional phone support. Simply put, customer’s expectations are higher than ever, and consumers expect a multitude of contact options so they can interact with a company in the way they feel most comfortable.

To conclude, I think self-service is here to stay, and I think it works amazingly well for simple customer services issues. In these challenging economic times, the technologies discussed will also help businesses to reduce their overall customer service expenditures. With that being said, call deflection can only be taken so far. For companies that care about their brand and their overall customer experience, there will always be a need and a role for the kind and caring customer service representative who is available to speak with consumers by phone.

Tim Peters

Rescuing the E-Commerce Deal When the Customer’s Walking Way

April 27, 2009 Leave a comment


Many theories are being tossed about as to why consumers turn fickle a hair short of the finish line. For each theory, there are a multitude of technological solutions.

“Many options exist, and some e-commerce companies are using a combination of technology, policies and incentives to address the issue of shopping cart abandonment,” Pete Olson, vice president of product management at Amadesa, told the E-Commerce Times. “Many of these solutions, however, mask underlying problems with the core customer experience.”


Chrysler Brings Call Center Back to U.S.

March 28, 2009 Leave a comment

AUBURN HILLS (WXYZ) – Chrysler is moving its customer assistance call center from India back to the United States.

Chrysler officials say customers with questions or complaints about their vehicles will now talk to someone in Rochester Hills, Michigan or Salt Lake City, Utah.