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How to Maximize Savings by Outsourcing Your Call Center

How to Maximize Savings by Outsourcing Your Call Center

Call centers are often an essential part of a business. It is where your customers can turn when they have questions or problems. The people who work in your call center make the difference between satisfied customers and disgruntled ones. Because your call center is so vital, you may hesitate to entrust it into someone else’s hands. However, outsourcing your call center can actually make your business run smoother and result in some satisfying savings. You Only Pay for Productive Time If you own and operate your own facility, you pay for every minute that your employees are on the clock. You pay for those five-minute bathroom breaks and those chats with the neighbor to catch up on football. You also have to pay for employee coaching, and that usually involves paying two people, the employee and the coach. All those manpower minutes can add up. When you partner with an outsourced call center, you only pay for the time the call center spends actually helping your business. For example, if a customer service representative makes $20 per hour but is only productive for 50 minutes of that hour, you would only pay $16.67 if that person worked at an outsourced call center. This savings is particularly striking when you consider the hours of training it takes to get new hires up to speed. If those new hires work for an outside company, you don’t pay anything for that person’s basic training. You Save on Technology Costs When you decide to invest in new technology, it may be a while before you see a return on your investment. You...
Contact Centers: Multi-channel Options Explained

Contact Centers: Multi-channel Options Explained

When it comes to providing support to your customers there are more options than ever before for how they can contact you. As a result, customers now expect to have multiple ways available to them. Multi-channel contact centers help customers reach the company and help the company provide quality service. What Is a Multi-Channel Contact Center? The traditional call center is what many of us still picture when we think of a customer support center: rows and rows of people answering telephone calls as they come in. Customer interaction is strictly over the telephone and no other forms of communication are used. While many companies still use this model for their customer support, it’s slowly being replaced with the multi-channel contact center. In a multi-channel contact center, customers have plenty of options to choose from when they’re looking for ways to reach the company. A few of these options include email, social media, live chat, and other online channels. Not only do customers enjoy having options when it comes to ways they can reach a company, they also expect it. One survey found that 55 percent of customers believe companies should provide customer service over social media websites such as Facebook. Incorporating Live Chat Younger customers have grown up with instant messaging and email and they often prefer to use live chat when they communicate with a company. In fact, 44 percent of online customers say that one of the most important features a website can provide is live chat where an agent can answer questions in the middle of a transaction. Understanding Email Support One option now available...
5 More Things Your Customers Expect When Calling You

5 More Things Your Customers Expect When Calling You

When your customers call in, they typically have high expectations regarding your center’s ability to field incoming calls and provide satisfactory customer service. If you missed the first part of this series, be sure to check it out. We’ll help you make sure your call center can provide customers with the following five things: Effective Communication In the world of customer service, communication is key. In order to address customer issues appropriately, agents should have an exceptional grasp of the language in question. For customer service representatives, it’s also important to remember that communication goes both ways. Not only should agents have superior speaking skills, but they should also have excellent listening and comprehension skills in order to communicate effectively. Understanding customer needs quickly means agents can solve problems correctly and efficiently. Quick Resolutions Depending your business’s focus, consumers can call in with a wide range of questions, issues, and needs. No matter the reason for their initial contact, though, it’s important that any agent can assist with and resolve the issue at hand. Unfortunately, many businesses staff their front lines with service representatives who don’t have the capacity or ability to problem solve. Instead of assigning only low-level tasks to frontline agents, equip them with the ability to offer helpful information, make important decisions, and provide quick resolutions. This may require some staff reorganization or retraining, but staffing your primary channels with capable agents will improve satisfaction and can lead to better agent performance down the road. Attention to Detail When customer service representatives answer the same set of questions around the clock, they have the potential to...
5 Things Your Customers Expect When Calling You

5 Things Your Customers Expect When Calling You

From support calls to order placement, customers contact businesses to complete tasks efficiently and effectively. Here are five things your customers expect when calling you. Stellar Customer Service First and foremost, callers expect stellar customer service from the moment a customer service representative first picks up the phone. Agents should answer all calls clearly and professionally, and they should have the knowledge and power to handle customers’ issues. Monitoring calls can help businesses ensure that they provide the best customer service possible. By analyzing agent and customer behavior and changing scripts accordingly, businesses can continue to adapt to customer needs, respond to evolving issues, and meet changing demands. Personalized Experience When contacting a business, no customer wants to feel like a cog in a machine. Instead, customers expect a personalized experience that acknowledges their unique problems and needs. Agents can meet this expectation by forging a relationship with each customer. From the very beginning of the call, an agent can insert a personal note by addressing the caller by his or name, but there’s no reason to stop there. Customer-oriented businesses should take full advantage of customer relationship management (CRM) software, which allows agents to enter and reference information about each customer interaction. Utilizing CRM software offers two big advantages. First, it informs agents about a customer’s previous order and support history, helping the agent to better serve the customer. Second, it provides outbound call centers with the information they need to contact customers regarding personalized order follow-ups, upcoming promotions, and future sales. Minimal Hold Times In a world where time is money, customers expect their calls or emails...
How to Be Successful at Outbound Sales Calls

How to Be Successful at Outbound Sales Calls

Outbound sales are a challenging aspect of your business. You must make your services or products appeal to people who perhaps know nothing about what you offer. In order to maximize results from your outbound sales call efforts, keep the following tips in mind. Courtesy Is King Start out with a somewhat formal greeting. By using titles like “Mr.” and “Miss,” you set yourself apart from businesses that take a more casual approach. Most people probably will not mind if you use their first name, but err on the side of caution. Also, when you ask the customary “How are you?” listen to the answer and acknowledge it appropriately. Live up to your word. When people say they are busy and you promise to be brief, stay true to that promise. Remember that the goal is to build lasting customer relationships, and taking more time than you said you would does not leave a good impression. Never neglect to say “thank you.” Even if you do not close a sale, you can still express gratitude for the person’s time and listening ear. Be Professional and Friendly Being polite and being professional are not always the same thing. A professional will sound calm and practiced. To discover how you sound on the phone, you may want to record yourself saying your normal greeting. If you were at the other end of the line, how would you react to your tone, pace, and choice of words? There is nothing wrong with engaging in a little friendly conversation about the weather or your customer’s day, but be careful that the discussion does...
How You Can Easily Improve Consumer Engagement

How You Can Easily Improve Consumer Engagement

Engaging with your customers boosts their loyalty, and loyal customers are one of the most important assets for your business. Your repeat customers love your products, are less likely to turn to the competition, will give you the benefit of the doubt if something goes wrong, and will tell their friends about how you helped them. The question arises, then, how can you engage with consumers and ultimately increase their loyalty to your business? Really Listen American author Bryant H. McGill once said, “One of the most sincere forms of respect is actually listening to what another has to say.” Show your customers you respect them by asking for their opinions and acting on what they say. This may happen on a large or small scale. Consumer surveys may reveal areas where your business can improve as a whole. Individual comments can alert you to the need to further train specific team members. Also, getting to know your customers on a one-to-one basis can help you design sales pitches and find personal ways to show you care. Be Available An article on Inc.’s website points out, “Your customers decide if and when to communicate. Your job is simply to give them the tools that make the interaction and communication easy and natural.” Social media, email, and online chats are all useful channels for interacting with customers, and different customers prefer different channels for different situations. They may send an email for casual inquiries. To share an opinion, social media may be the method of choice. For immediate needs, however, many may prefer to talk to a person on the...

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We offer call center and contact center solutions to companies all over the globe. Based in Lenexa, Kansas, we provide superior yet affordable service you won't get from an overseas company.

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