Customer Satisfaction Survey Benefits

There is no doubt that a successful business is the dream of any entrepreneur in North America. The easiest way to make that dream come true is to ensure that the customer is totally satisfied with your product or brand. The most successful companies are those who give their clients the opportunity to speak aloud, they listen to the complaints and they always try to improve their services based on the customer’s opinions.

 

Advantages

 

There are many advantages that a customer satisfaction survey can provide to small business, from pointing out the opinion of the consumer, to allowing them to suggest improvements for the brand or product. The customer satisfaction survey is the easiest way to invite the customer to get closer to the company. That way, the client will feel important to the organization and consequently, they will be more comfortable expressing their opinions and suggestions.

 

Feedback

 

The feedback provided by the consumers on customer surveys is absolutely valuable for any business. It is not always possible to know about all of the requests made by the company’s public without letting them speak about it. Customer surveys should be designed to influence the client to give their honest impression about a specific product, which helps in the optimization process of the brand.

 

Listening and Understanding the client’s needs

 

Every customer has the right to express his or her own opinion and not everyone thinks the same way. However, a customer survey can allow the clientele to point out whether they are satisfied with the company’s services or not.

In addition, the company needs to provide the right questions in order to obtain the best results from the survey. It is not only important to ask, but it is also essential to understand the responses. The company needs to ensure that all the departments are aware of the customer’s feedback and requests, that way they can work together to generate improvements.

 

Customer Retention

 

The results of customer surveys can cause a huge impact on a business, and this depends on the way they are conducted. If the consumer requests are not respected, they might try to find other companies that will fulfill their needs.

According to a study published in the Harvard Business Review (1), there are three zones to measure customer loyalty or retention. They consist in the zone of affection, the zone of indifference and the zone of defection. The research suggests that to conquer the zone of customer’s loyalty, the company has to achieve the other three zones first.

 

Conclusion

 

In order to achieve good results, it is extremely important to compare the answers of the customers. Different customers will give different answers, especially if the company conducts the same survey more than once. The questions might be the same, but the answers always tend to be distinct. It is essential to compare the answers for the same question on different periods, that way it will be easier to achieve better results and ensure that the company is making progress.

Here at KPI Connect we know how important it is to have all the information that your company needs to ensure your customers are heard. We help you by conducting customer surveys and will provide you with the data so that you can be more efficient for your customers. Contact KPI Connect today to start building a better business.

 

The Value of Customer Complaint Investigation

Every company in North America wants to satisfy their clients, and one of the easiest ways to achieve this goal is to improve their products and services. The investigation of customer complaints will help the company solve problems involved with their products and discover unforeseen ones. The process of investigation must include as many details as possible in order to obtain sufficient information from the clients. To achieve this goal, the company can follow a simple six-step strategy developed to help investigate customer complaints.

 

Step 1 – Listen and understand the customer complaint

 

It is simple to find the source of the problem with a product if you carefully listen to the complaint of a client. Sometimes it is something obvious, but you will only know if you pay attention to what your customer has to say. Try to understand their point of view and that will help you fix the problem faster. If you can clarify and solve the issue right away, make sure to let the client know that you did so.

 

Step 2 – Investigate and gather information

 

Obtain information about the product in question, such as the processes and policies involved. Gather as many details as you can from the customers and record all the information in your feedback system. Ensure that you share the details of every complaint with the proper departments of the company, that way you can ensure that appropriate measures are taken.

Pay attention not only to the customer’s opinions but also to the comments made by employees regarding the feedback. Clarify all the information you provide the client, ensuring that you do not promise unachievable goals.

 

Step 3 – Fix the mistakes

 

The process of investigation will help you find out about the problems involved with any product. Touch base with the customer during the process, and be sure to get updates you can use in your favor. Contact the departments involved with the mistake, as well as all the third parties involved. Find definitive solutions and identify what the best solution is so the problem does not happen again.

 

Step 4 – Involve the customers and certify that they are satisfied

 

Apologize to the customer for any inconvenience with the company’s services or products. If necessary, give a refund to the client or make a goodwill gesture. Ask for suggestions on how to improve the customer support and confirm that you understand all the requests and proposals.

 

Step 5 – Follow up

 

Stay updated with the answers and requests provided by the consumers. Analyze each request and let the customer know you appreciate their feedback, and will take these things into consideration.

 

Step 6 – Be responsible

 

Inbound Sales Contact Center.A professional attitude is crucial when referring to the client, demonstrate your ethics by reassuring your commitment with the customer’s satisfaction. Provide high quality responses to the consumers. Proofread and edit communications before submitting them, that way you will deliver trust and professionalism in your words. Every client wants to feel supported by the company in order to be loyal. Therefore, providing a reliable service and paying attention to the customer needs is the key to becoming successful.

This is why at KPI Connect we offer Customer Complaint Investigation services as we value the companies we work with to ensure that their customer’s needs are being met every step of the way. We are able to help your customers with any issues or concerns they may have in an efficient manner, even during hours that your company may not be available.

 

Benefits of Outsourcing Your Data Entry

Your company collects, processes and reports data every day. Since data can arrive in different forms, a lot of tasks can fall into the definition of data entry. The traditional aspect of this service is transferring information located in handwritten and printed documents into a computer. However, now it also includes PDF conversion, scanning, data capture, indexing, data extraction and analysis, order processing, internet research and email mining, among others.

Data entry is usually perceived as the task of just copying and pasting information, but much of the important skills required for the job are almost imperceptible. The teams involved with specific projects must have a familiarity with all the relevant terminology and the background of the products. Precision, efficiency and attention to detail are necessary skills in data entry, as well as accuracy and a good typing speed.

Due to the multiple aspects of data entry, it is not always possible to find a team in-house capable of covering all the tasks appropriately. Between the experience and the skills demanded to achieve your company’s data entry requirements, sometimes it is easier to outsource the talent needed. KPI Connect, an award winning full-featured contact center, is here to offer a solution.

By outsourcing your data entry to KPI Connect, your company will be able to achieve outstanding productivity thanks to a trained data entry team. At the same time, your company can take advantage of the time released to concentrate the in-house resources in core business ventures and goals.

Still not convinced? Here are some of the benefits of outsourcing your data entry.

 

Costs

 

Finding and acquiring skilled resources, implies that your company should dedicate a lot of organizational infrastructure and funds in order to put together an efficient team. To execute a similar project on a contractual basis with KPI Connect means that there is no need to change the organizational infrastructure of the company, and that the funds invested are going to be less significant than those spent with an in-house team. KPI Connect will help your company save time and money, while providing high quality services with the best professionals.

 

Management

 

Data entry entails a high amount of security and diligence. Strict processes should be followed to ensure high levels of exactitude without losing information. KPI Connect has security protocols embedded in each workflow in order to offer customized business process management for your company. Since 1994, KPI Connect Ltd has been the vendor of choice for companies looking to outsource their data entry jobs. One of the driving factors for this is the reliable process management that the company provides.

 

Flexibility

 

It is very likely that your company does not require huge volumes of data to be processed constantly. The volumes of it fluctuate from day to day, and there may be times when there is little data to be processed. In that situation, hiring and retaining staff for data entry tasks could be expensive and impractical. KPI Connect offers the opportunity of creating bigger or smaller teams depending on the current needs of your company, no strings attached.

 

Contact us

 

For more information and details of how we can help you, do not hesitate, contact us today.

 

Call Agent Job Description and Duties

woman speaking on headsetWorking in a phone center can be a great opportunity for professional development and personal growth.

The right candidate will have excellent communication skills, good organization, and an eye for detail. We have outlined here some of the different job duties, necessary skills, and qualifications below. As well we discuss what our agency will do to provide support to our call center business services (read more…) specialists.

Job Duties

Your typical day in a call center includes taking phone calls from clients who are looking for some type of customer service. Our extensive training programs will prepare you to gather the required information from the clients, and verify that information in our database. You will then proceed to bring the call to an appropriate resolution, with the goal of providing outstanding service to the caller.

You are expected to gain familiarity with the products and procedures through ongoing educational opportunities. Not only will you need this familiarity to understand the products and procedures yourself, but also to explain them to clients. It is important to have a firm understanding of all concepts before communicating them to our clients so that they feel confident that you are able to assist them properly.


Excellent customer service skills, familiarity with our products, and quick attention to any technical issues you may experience will ensure your success in this area. The goal is to provide the customer with service that will benefit them, so it is important to be able to communicate clearly to meet their needs.

Skills and Qualifications Needed

female call center agentThe perfect candidate for a position in a contact center like http://www.kpiconnect.com will have strong interpersonal communication skills. They will be professional and courteous at all times, and remember to keep themselves customer-focused, putting the customer’s needs first. They will keep in mind that one of their jobs is to provide information and support to customers who may not be familiar with our company’s products or procedures. Previous phone experience is a bonus as it will make your transition that much easier.

Call center specialists are required to have great attention to detail even while multi-tasking. They should be able to obtain information from clients, enter it into the computer, and verify it without losing focus. Strong, accurate data entry skills are a must. Applicants should be comfortable using a computer and a phone simultaneously, and should be quick to learn computer software.

Agent Support

Our goal is for our call center specialists to be as informed and successful as possible. We ensure this by providing regular updates on products, communicating our organization’s mission with you, and offering continual educational opportunities for you to better your skills. We understand that helping our agents to improve themselves will benefit not only them, but the customer as well.

In turn, we ask for our call center specialists to keep the line of communication open at all times. This includes promptly communicating any technical or equipment issues so that they can be addressed, adhering to all standards and guidelines, and recommending any procedural improvements that should be made to streamline the process and provide better customer service.

Overall

Working in a call center is extremely valuable work. Call center specialists provide front-line support between us and our customers, making them highly valued members of our team. Furthermore, call center specialists will never be bored. Between phone calls, data entry, and ongoing training opportunities, there’s always something to do. If you enjoy continual customer interaction in a fast-paced environment, then a position as a call center agent may be right for you. Contact KPI Connect today about joining our team.

9 Benefits of Outsourcing to a Contact Center

Some Ways Outsourcing Calls Benefits Businesses

Outsourcing some of your phone contact with your customers is a valuable business concept that deserves some serious consideration. In addition to saving money, there are many advantages to a call center as opposed to setting up an in-house option.

  1. Customer Satisfaction: By outsourcing to a call center like KPI Connect Ltd., businesses can offer customer service that is available outside their normal operating hours. This helps to reduce customers having to wait until the next day or the next week to find a solution to their problems. With call centers located in different time zones it has made the opportunity for expanded hours of availability a reality.

 

  1. Ready To Roll: Setting up all of the systems required to handle customer service calls in-house can be a costly and time-consuming task for any business. The immediate advantage to outsourcing these calls to a professional call center is that the facilities, equipment, and training are already in place and being used by other companies.

 

  1. Cost Reduction: While cutting costs isn’t the only benefit to outsourcing customer service (http://www.kpiconnect.com/services/call-center-services/), it is one that comes up most often. Since contact centers serve multiple clients, the costs involved are shared among many, rather than one business footing the bill. This way, clients pay only for the services needed on a transactional or per-hour basis.

 

  1. Profitability: Call centers are great at what they do, and they know how to get the most bang for your buck. Their business model is generally based on costs per transaction, and they have the measurement of per-call costs down to an exact science to ensure maximum profit.

  1. Experience: With years of experience in customer service, contact centers possess a strong understanding of what services are required for a variety of industries. By outsourcing the customer service end, the client can leave it in capable hands and focus on their core business.

 

  1. Efficiency: Due to their experience in the field, call centers can improve efficiency by scheduling more staff to work during peak hours, slashing idle time and lowering the cost-per-call rate. Many businesses find that their customer service call volume increases during seasonal periods or major promotional campaigns. Contact centers have the resources to quickly add staff for these busy times of the year.

 

  1. Knowledge: As they are familiar with a number of different clients’ processes, call centers offer a wide spectrum of skills and knowledge, making them adaptable and flexible. They are specialized service providers with particular expertise in workforce planning, quality assurance, technology, and training.

 

  1. Technology: Rather than trying to keep up with current technology in-house, businesses can trust contact centers (What’s the difference between a contact center and a call center?) are always on the cutting edge. Multi-channel customer contact is essential these days and they can handle it all, from cloud-based platforms, VoIP, and web chat to email, SMS text messages, and social media. They also offer data analysis technology that can mine the raw data for valuable insight into a customer base.

guy speaking with contact center

  1. Quality Control: Through monitoring tools, performance assessments, and improvement plans, call centers ensure that they maintain the highest level of quality. Their most urgent priorities are answer time and first-call resolution, whereas an in-house call center may not have the time or resources to devote to such a high standard of quality control.

 

Here at KPI Connect we have been offering these services to our customers for years. We have the knowledge, resources, and expertise to ensure you get great value, and your customers receive excellent service. Call today for more details. 1-877-828-5057

Infographic reviewing benefits of having another company help your customers over the phone.

Inbound or Outbound? What Is the Difference Between the Types of Call Centers?

There are advantages to both inbound and outbound call centers. Each serves a specific purpose. Each center serves to support a business in marketing and sales. Both inbound and outbound centers are essential to the functioning of an organization. There are clearly defined differences between both types of phone centers. This is a description of the essential functions of each.

Inbound

 

Inbound centers handle incoming calls from clients. Because these services handle the majority of incoming business phone calls, they are very customer service oriented. Clients call an inbound center when they have questions, need a solution to a problem, or are interested in conducting further business with a particular company.

 

(What’s the difference between Contact Center vs Call Center?)

 

  • Tech Support: One of the major functions of an inbound call is tech support. When consumers or businesses have problems with technical issues, they will call a support number for a solution. The tech support agents will run diagnostics as appropriate, and expertly guide clients through the process of resolving technical problems.
  • Customer Support: Clients will telephone an with questions pertaining to a particular service. Inbound calls are essential for providing excellent service and superior customer experiences. Customer support is provided to customers in a friendly and professional manner. Customers call up for a variety of reasons for which they expect agents to be versed in a resolution and possess the ability to provide options.
  • Response to Advertising: This is another customer advantage to this type of service. Clients call to inquire about a posted advertisement. Often this inquiry will generate a sale. The inbound agents are specially trained in the company for whom they are servicing. They familiarize themselves with the products and services the company offers so they are equipped to discuss the products with current and potential clients.

 

Customers invest a lot of time and trust into inbound phone centers to provide them with the services they are seeking. In order to be provided with excellent service there needs to be mutual respect and understanding between agents and clients.

 

Outbound

 

An outbound phone center tends to handle a whole set of different services. Rather than a client telephoning an agent, the opposite occurs with an outbound call center. Outbound centers can be focused on generating and following up with leads and driving sales, or outbound Customer Service tasks. Outbound services are associated with several specific functions.

 

  • Customer Service: Because customer service is critical for most successful businesses, there are some tasks that can be handled by outbound agents. If a company needs to schedule times with their customers, then appointment setting would be a useful solution. Appointment reminders are also a valuable use of an outbound service to minimize lost time due to missed appointments.
  • Market Research: Often they are responsible for conducting market research. This can include telephoning customers and conducting surveys relating to customer service and experience. Surveys serve a variety of purposes and can help companies make improvements in areas where they may be lacking. Market research is essentially the process of gathering information from consumers regarding their preferences and needs.
  • Lead generation: This is a very important function of an outbound agent. One of the essential steps in lead generation is for outbound agents to identify a company’s target market. This is where lead generation is vital. Leads need to be generated for the specific target market. The target market are consumers who are the most likely to purchase or use the product or service. Two main types of lead generation are B2B and B2C. Both serve to drive sales. Companies rely heavily on outbound call center agents to properly generate leads to build a client base and drive sales.
  • Sales: One main duty for many outbound phone agents is to make sales. With the generated leads, agents telephone potential clients to make sales. The main way the agents make significant company sales is through up-selling and cross-selling. Up-selling is the process of attracting customers to a more expensive product than the one they intended to purchase. Cross-selling is the process of persuading clients to purchase additional products to go with the product they originally intended.

 

Outbound call agents are well trained in sales techniques and company specific products so they have the proper tools to make sales. Often the outbound service is the main sales force for a company.

 

Advantages to Outsourcing

 

Both types of call centers are commonly outsourced, which provides a lot of benefits to a company. The functions of both types of call centers are both costly and time consuming. Many companies experience a lot of advantage in outsourcing their call centers.

 

  • Cost effectiveness: Outsourcing phone centers provide their own employees and training structure which saves companies a lot of money by not having to employ and train their own.
  • Increased Productivity:A huge advantage to outsourcing is the ability of established centers to focus on core functions such as sales, customer service, and lead generation. Agents are trained specifically for these functions which helps companies reduce the work load of their in-house employees.
  • Brand Representation: Agents are specially trained on the products and services of each company. They become well versed with the ins and outs of each company so they can effectively attract the target market and make and close sales
  • Analysis and Collection of Data: An outsourced center has the ability to train employees in data collection and analysis. This specialized area trains them to understand company trends, collect data based on client spending habits and experiences, and analyze this data to ultimately drive sales.

 

When companies use inbound and outbound call centers, they are entrusting their customers and clients will experience an excellent level service. The differences between the two cell centers are very specific and each serve a crucial function to a company. Both are customer based, but with very different specific goals. Whenever customers interact with a representative on the phone, they deserve quality service by competent agents, and that is exactly what the receive. At KPI Connect we have extensive experience offering both types of service, and we would love to discuss solutions we can offer your business.

infographic discussing difference between outbound and inbound call centers