Why a Telco Should Outsource Their Call Centre

In the telecommunications world, there is a lot of discussion currently regarding the benefits of outsourcing call centre operations. Such a hands-off approach is sometimes seen as risky and unnecessary, but the truth of the matter is that outsourcing in this manner can be one of the most successful ways of generating and maintaining customer loyalty. There are other benefits as well, and that is why it is important to fully understand every advantage that outsourcing call centre operations can offer your company.

 

No More Staffing Problems

 

Once you opt to go with an external service provider, the task of dealing with any staffing issues, including the hiring and management processes, are taken out of your hands. This not only removes the time and effort needed to handle telco call centre staffing but saves your company time and money as well.

 

Significantly Lower Costs

 

Once the decision to outsource a call centre has been made, it will quickly become evident just how much lower the costs can be. Rather than investing in developing infrastructure and managing operations with an in-house call centre, instead you will see considerable savings by handing off the duties to an service provider.

 

No Issues With High Call Volume

 

Regular overflow call volume can be a serious problem. However, opting to outsource a portion of your call centre specifically to deal with this is an easy answer that will save you money in the long run.

Offer Extended Hour Availability Without Huge Costs

 

One of the biggest advantages of choosing to outsource call centre operations is that you will be able to provide your customers with availability beyond your normal business hours for a fraction of what it would cost in-house.

 

Better Uptime and Call Quality

 

Outsourcing to a reliable external service provider can net you 100 percent uptime and in addition, excellent call quality at all hours. This improves your company’s ability to meet and surpass customer expectations and significantly improve customer relations.

 

Seamless Integrations

 

It is imperative that an external service provider is able to offer call centre services that meld seamlessly with the other day to day operations your telco offers. You want to ensure that you are getting a trained team of customer service operators that have extensive experience in dealing with all manner of customer calls. Familiarity with things such as social media interaction, live web chat, voice support, and email communication are a must, particularly if those are things that your customer base has come to expect from your brand.

 

Versatility is Key

 

Given the way the technology landscape is constantly shifting, customer service for any successful company needs to be able to keep up with the trends. To this end, outsourcing to an external service provider such as KPI Connect can let you have all the access to the flexibility needed to keep customer relations running as smooth as possible for a fraction of the cost. External providers make an effort to keep their specialists trained in everything ranging to product inquiries to technical support, meaning that they can cover all the bases so that you do not have to.

 

Proper Customer Service Email Communication

There are a lot of customer service email scripts and templates out there. They are pretty easy to find, and all you have to do is copy and paste to use them. However, while they may be a quick way to communicate with your customers, scripted email responses may not be the most effective way to communicate with your customers regarding their inquiries. If a customer receives a scripted response, they are likely going to call customer service later, and be unhappy. As anyone who has worked in customer service can tell you, if the customer is already upset before contact, it has a real potential not to be a good outcome. The information in this article will help you to avoid that whole fiasco and provide you with more satisfied customers, and an enjoyable customer service experience.

 

Problems with Scripts

 

Poorly scripted emails from customer service are common enough that you have probably received one yourself at one time or another. Here is an example of a typical scripted customer service email:

“Hi, <<customer.first_name>>, Thanks for contacting the XXXX”. Then, it usually goes on to give the customer service team’s hours and days of operation.

There are a few problems with this type of email, and you can sense them as you are reading it. Someone did not use your name, and the whole thing just feels robotic and computerized. Worse still, the email points out that nothing can be done to fix the customer’s problem because it is after business hours. It is one thing to tell a customer that you can’t fix their problems after you have tried, or at least heard what they had to say, but to tell them right away with the first response that you can’t fix their problems, without even talking to them, can be a put off.

 

How to Send Better Emails and Make Better Scripts

 

If you do not have a 24-hour customer service response team, and someone sends you an email after business hours, it is okay to use an automated, scripted response. However, the script needs to be written the right way. Rather than stating that you are unable to fix the customer’s problem because it is after business hours, add “This is an automatically generated email” at the end of your automated email. Why does this work? Generally, people who see that the reply they got back was automatically generated, they know that their message was received and once your business is open, they will get a real response. People sometimes will feel anxious if they receive no response back at all and will begin to wonder if their message was received in the first place. So, an automated response helps reassure them that their message was received. When you add that the business is closed at this time, but that their email will be replied to as soon as possible, or answered in order, they at least know they are in line to have a response.

 

You could consider sending out personalized emails yourself. No matter how big your company is, it should still be rooted in making the customers happy. However, it takes a lot of time and commitment that many business owners do not have. If you are wanting your business to have expanded hours for customer response, it is a great idea to hire a contact center like KPI Connect that is able to provide customer service email response outside of your normal business hours. This way your customers are able to be replied to by a real person vs an automated response. Whether you’re sending personal emails or automated scripted emails, it’s important that your customers feel like they have been heard.

 

Why Your Pharmacy Would benefit By Complimenting Its Customer Service By Outsourcing

Pharmacies handle a great deal of sensitive personal information. Not only do they fill people’s medication that they are in need of, they are also privy to knowledge of people’s ailments, all of their medical, insurance, personal information, and more. Most people see pharmacies as one of the most trusted community businesses because pharmacists help people when they are in need of medications that range from minor to life saving. They know that they are able to trust their pharmacists.

So, when it comes to customer service calls, outsourcing may be a scary idea for many pharmacy owners. However, it can actually benefit the business in many ways, and be done in a secure and confidential manner.

As a customer, it can be very frustrating to call your pharmacy, especially if they are known to have long hold times or that your call will be unanswered. This causes a negative customer service experience for customers, especially given that pharmacy calls can be vitally important to their health. Your business likely misses calls every day due to high call volumes and after-hours calls. In other businesses, missed calls are missed business opportunities, which is true of pharmacies, as well. One of the most beneficial aspects of outsourcing customer service calls is that they can help with answering calls during high call volume times, and they can answer calls after hours, creating less work for pharmacy employees and leaving your customers happy knowing that they are able to fill their prescriptions in a timely manner.

For the most part, pharmacists do not end up answering the phones and have assistants or clerks to do so. Today, customers often do not even interact with the pharmacist, coming in contact with assistants or clerks instead unless it is necessary that the pharmacist speak directly to the customer about their medications. Call center agents are trained to handle customer service calls and handle them efficiently. This means that they’re able to solve customers’ problems and answer their questions accurately as they are highly trained. Not only that, they excel at providing customer satisfaction, ensuring that customers come away from the calls feeling positive about them and are far less likely to provide businesses with negative customer service feedback.

Lots of pharmacies have only a handful of employees to answer calls, most of which perform other job duties, as well. This takes them away from their other work and burdens them with a heavy workload. Stressed out employees are not as capable to provide the same level of service to each customer if they have multiple things that they need to do at once. They become distracted, make mistakes, which one doesn’t want in a pharmacy. You’re likely to start seeing a higher employee turnover rate, as well. In this scenario, everyone loses. Outsourcing your pharmacy customer service calls to a call center can ease their workload and provide your employees with a better working environment with less stress.

If your pharmacy has experienced lots of high call volume, you’ve likely started thinking about hiring more employees to answer the calls. But, when exploring this idea, it doesn’t take long to learn that there are tons of extra costs and equipment needed. Many pharmacies don’t have room to expand to include a call-center or office in which several people can answer calls. But, outsourcing the calls to an already established call center can offset these costs. You won’t be paying to install extra equipment, phones, furnishings or office supplies. Instead, the call center already has them and you’re paying for their associates’ work and training, rather than the equipment they use.

There is a stigma that surrounds outsourcing. Many people believe that it takes jobs from other employees. The reality instead is that outsourcing creates jobs and will improve both employee and customer satisfaction. So, if you’ve ever considered outsourcing your pharmacy’s customer service calls, contact KPI Connect to see how they can help your pharmacy run more smoothly and help more people with their needs.

 

More Tips to Reduce Hold Times

Lengthy hold times are a cardinal sin for any business. Once a customer has been banished to the dark void of the hold queue, there is a one-in-three chance that they give up after waiting less than two minutes and never try calling back again. Rather than losing both existing and potential customers, it is imperative to cut back the amount of time a caller has to wait and allow the calls to flow more efficiently. If our first list of ways to reduce hold times was not enough, here are:

 

Six Ways to Increase Call Efficiency

 

  1. More Efficient Call Routing

 

When a customer contacts a business with a question or concern, they want to speak to the most qualified agent available in the appropriate department right away. With the right system in place, a customer should be able to do exactly that and have their issues resolved with minimal hold time. An automated self-service queue may eliminate the need to speak to a live agent altogether by enabling customers to pay bills, reset passwords, and track packages on their own.

 

  1. Trust Your Team

 

Rather than wasting valuable time escalating calls to management, entrust your well-trained team of agents with the ability to make important decisions that are both fair and consistent. Figure out what the most common reasons (and resolutions) for call escalation, and find solutions that the first level agents can implement. Not only does this reduce hold times, it keeps customers happy and proves to your staff that you are confident in their judgment, knowledge, and problem-solving skills.

 

  1. Conference Call

 

There are few things more tedious for a customer than being put on hold repeatedly and having to explain their situation over and over to multiple agents, support personnel, and managers. Cut down on hold times and customer frustration with the use of conference calls, allowing a more qualified staff member to join the conversation, hear what  is going on, and help to resolve the issue without the caller needing to repeat themselves.

 

  1. Update Customer Information

 

Having up-to-date customer information available at an agent’s fingertips reduces both handling times and hold times. Ensure that your software is fully integrated so that all updates are saved on every system and instruct agents to occasionally ask customers if any changes need to be made.

 

  1. Schedule Shifts Smartly

 

By analyzing call volume data, you can determine the peak periods when agents are busier and hold times increase. Instead of simply hiring additional agents, schedule more shifts for times when agents are most needed and less shifts during normally low-volume periods.

 

  1. Build a Better Hold Message

 

Putting customers on hold is inevitable, so make sure you have an upgraded hold message designed to keep them on the line. Music plays a big rolethe average caller sticks around for up to one minute longer if they hear music, and the type of music should be geared toward your target demographic for maximum effectiveness. Some newer systems even allow the caller to choose from a list of musical genres, or you can use your hold message to promote your products and services. Alternatively, give your customers the ultimate freedom by offering a callback option rather than waiting on hold.

 

 

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.