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Customer Service in the Mobile Landscape

Customer Service in the Mobile Landscape

As mobile technology advances, customers interact with companies in new and sometimes unexpected ways. Is your customer service strategy prepared to address mobile customers? Learn how innovative solutions can give your customer service a boost in the mobile landscape. Why You Need to Go Mobile Only a few short years ago, smart devices were new to the market and didn’t yet drive consumer behaviors. At that point, creating specialized solutions for mobile consumers was optional. Today, however, two-thirds of American adults have a smartphone, nearly half have a tablet, and almost all have a cell phone. Now it’s necessary for companies to approach customer service with a mobile focus. To address this market shift, you can look to a number of solutions. Email Support In this burgeoning landscape, smartphones offer endless possibilities for connecting. Mobile users spend an impressive 86 percent of time on their mobile devices interacting with apps, which means phone support isn’t always the best option for your company. Since many users choose emailing and chatting over talking on their phones, email support is becoming a preferred customer service solution. When you choose email support from Novasors, you can rest assured that your customers receive timely and effective responses. Live Chat Constantly on the move, mobile users don’t always want to wait for responses to email inquiries. When consumers need immediate answers to their questions and solutions to their problems, consider live chat support. From IT support to help desk services to order fulfillment issues, you have a range of live chat options. Since live chat services allow agents to multitask and provide quick answers, this...
Meet Your Customers’ Needs in Their Preferred Space

Meet Your Customers’ Needs in Their Preferred Space

“Your customer doesn’t care how much you know until they know how much you care,” said Damon Richards, a customer service expert. Indeed, the way you interact with your customers can impact your business’s bottom line just as much, if not more so, than the quality of your products or the incentives you offer. Some businesses fall into the trap of designing their operations around what they think their customers want; they fail to do the proper research, and they end up with results that fall short of expectations. What are some things you can do to meet your customers’ needs in their preferred space, rather than in your own? Ask Your Customers What They Want Oftentimes, when you visit a website or make a purchase at a store, you’ll receive a gentle nudge to fill out a quick survey. You may want to let your own business follow this trend, but be sure to pay careful attention to how you craft your survey. Your survey should be brief and ask concise questions. Be careful not to word your questions so they encourage a particular answer. You should also set goals for your survey to give you a frame of reference when you look at its results. You may conduct surveys online, over the phone, or even through snail mail; the format you should choose depends on your audience. Sometimes, you can skip the asking part when it comes to discovering what your customers want. Look at online review sites and record customer service calls. This will give you insight into areas that could use some improvement. Think Beyond...
What Is Your Abandonment Rate?

What Is Your Abandonment Rate?

Monitoring your company’s call abandonment rate is an important way to measure the impact of your customer service team as well as the happiness of your customers. Here’s what you need to know about making your call abandonment rate the best it can be. What Is a Call Abandonment Rate? The abandonment rate refers to the percentage of calls that an inbound caller ends or abandons before connecting with a customer service agent. You can determine your call abandonment rate with a simple calculation. Subtract the number of calls the center handled in a specified amount of time from the total number of calls received during that period and divide the result by the total number of calls received. Multiply the result by 100 to determine the percentage of abandoned inquiries. When calculating abandonment rate, remember that it’s standard to omit calls ended within the first 10 seconds. Typically, customers hang up this quickly only because they genuinely misdialed, fear that they entered the wrong phone number, or weren’t prepared for the call. These are considered errors and thus eliminated from most abandonment rate calculations. How to Measure Success For many call centers and their clients, abandonment rate is a key performance indicator (KPI). This percentage shows how well you perform and whether you’ve successfully met goals. In the call center industry, an abandonment rate of 2 percent generally signals good to excellent performance, while rates up to 5 percent are considered acceptable. If your call center experiences rates higher than 5 percent, consider a few strategies to improve customer service and satisfaction. Add More Staff Members Unusually high...
Are You Losing Customers Because of Hold Times?

Are You Losing Customers Because of Hold Times?

It happens to everyone. You phone a business and hear a polite recorded message telling you that all customer service representatives are assisting other people. You get put on hold with an estimated wait time of anywhere from a few minutes to a half hour or longer. Do you hang up, or do hang in there? If long hold times cause you to give up on trying to reach a real person, you’re far from alone. Help Scout points out that, according to a 2011 American Express customer service survey, two of the phrases that customers least like to hear are: “We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time.” “Your call is important to us. Please [continue] to hold.” How does your business do with hold times? How can you reduce waiting? How Long Is Too Long? Various surveys have found some eye-opening numbers about hold times. The average customer will hang up after about two minutes of waiting to speak to a customer care assistant; this is generous when you consider that about 40 percent of web users will leave a website if the site does not load in three seconds or less. About one-third of the callers who hang up after two minutes of waiting will not try again. The average hold time across businesses of all sizes is 56 seconds. For small businesses, the average hold time slides in just under the two-minute threshold at one minute and 47 seconds. Clearly, to differentiate yourself from your competitors and grow your customer base, you need to cut...
5 More Questions to Ask When Outsourcing Your Call Center

5 More Questions to Ask When Outsourcing Your Call Center

If your business has always performed customer service in-house, moving to an outsourced call center can be a daunting prospect. When you’re considering one center over another, be sure to tackle the right issues so you know what you’re getting into. If you missed the first part of this series, be sure to check it out. Here are five more questions to ask when outsourcing your customer service. How Do You Determine Quality? Call centers typically track numerous measures of quality, from agent performance to call results. Be sure that the center’s quality assurance methods and metrics both meet your expectations. First, be sure that the center continually monitors quality and makes adjustments to its processes when necessary. Next, evaluate the call center’s Key Performance Indicators (KPI). Confirm that everything, from agents’ time to answer to abandon rate to first call resolution, will satisfy your customers. Do You Offer Round-the-Clock Service? Many businesses outsource support during regular working hours only, which typically means that your customers can only receive support from 9 a.m. to 5 p.m. Keep in mind that limited call center hours can lead to customer frustration, while extended support hours can pay off with additional sales and satisfied customers. Consider an after-hours call center that provides service in the evenings, on weekends, and on holidays. Novasors even offers round-the-clock support, which can be critical for businesses with customers in a range of time zones around the world. How Can You Ensure Consistent Service? Many businesses sell products and services that have distinct seasons, which means you may have low call volume in the winter and excessive...
What Makes a Great Call Center?

What Makes a Great Call Center?

Call centers can present an ideal solution for many businesses by solving customer service problems, bringing on experienced professionals, and taking the pressure off in-house staff. But what makes one more than just good? Look for these six qualities that make a call center great. Language Proficiency As a customer, nothing is more frustrating than contacting a company with a question, problem, or order and not being able to communicate with the customer service representative. For a business owner, nothing is more frustrating than losing that customer. Great call centers employ agents who are fluent in English and any other language that’s relevant to your business. The ability to communicate with callers is important, but great agents should be capable of going the extra mile by responding to tones of voice and adequately addressing customer concerns. Focus on Building Relationships Many companies train their Customer Service Representatives (CSRs) to follow scripts and respond to concerns in a formulaic manner. This may get the job done, but it won’t necessarily drive additional sales or turn consumers into lifelong fans. Great call centers guide their CSRs through small talk and conversational skills, making everyday chitchat appear effortless. This may seem minor, but it’s a win for your business when a friendly agent can smooth over problematic issues and drive new conversions. Agents with these skills can build relationships with customers, which will continue to benefit your business. Integrated Systems Some facilities rely on proprietary technology or software when tracking call data and storing customer information. This may work well for the company’s purposes, but it might not mesh at all with...

About Novasors

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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