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Everything You Need to Know About Contact Centers

Contact centers handle incoming and outgoing phone calls with a team of agents (or advisors). These centers help businesses with customer support, telemarketing, market research, handling queries, and much more. Moreover, the agents help with company image as they resolve issues to create a happier, stronger customer base. 

KPI Connect Solutions Inc. was founded in 1994 and became an award-winning contact center. As a contact center, we not only handle phone calls but also live chats, emails, messaging, etcetera. We find that having more methods of communication allows us to be a deeply involved part of your business and more helpful for your clients. Furthermore, we have both inbound and outbound abilities. 

Below, we will discuss the difference between inbound and outbound communication, benefits of hiring an outsourced contact center, and how we handle the common concerns for outsourcing a call center.

Inbound vs Outbound Contact Centers

The purpose of an inbound call center is to handle calls that are incoming to an organization or business. Often, these calls come from existing customers who have questions or are experiencing issues with products or services. New customers who may want to place an order are also considered inbound callers.

However, inbound call centers also work on dispatch services, help desk services, and order processing. Their role is much larger than simply answering phone calls.

Outbound call center agents mainly make outgoing phone calls to potential customers as well as existing customers. They may be reminding individuals of appointments, telemarketing, composing market research and survey outreach, doing post-sale follow ups or charity fundraising. 

Outbound agents are able to engage the prospect, make clients feel valued and get the people they are calling interested and involved.

Benefits of Outsourcing Your Contact Center

Outsourcing

We are a bigger industry than many may believe. According to IBISWorld, the market size of the telemarketing and call center industry is $1.6 billion. Why so large? Possibly because there are many advantages to hiring a contact center for your business. 

First of all, we can help you reduce your costs and save company time. In saving full-time employees from having to answer calls, they are able to focus on other tasks. 

Secondly, contact centers will improve your business image and greatly help with customer service. The team of agents within the center go through extensive customer service training. Moreover, taking care of the customer is our main and most important goal– they receive our full attention. 

By helping the image and reputation of a business, we are able to help improve the profitability and give staff relief. 

Lastly, we do extensive call analysis. Through our analysis, we are able to monitor data and ensure the quality, availability, and connection of our calls. We want to make sure that there are no problems for the customers. If their call is pleasant and the person they speak to is helpful, the client will return.  

Outbound calling services are also great for generating leads and qualification. By reaching out to prospects, agents can generate a more authentic connection through direct communication. 

Concerns Regarding Contact Centers

As with anything, there are pros and cons. Below are a few of the concerns that come with call centers, and how we at KPI Connect can put your mind at ease. 

Will they have knowledge of my industry?

Call centers with multiple clients do not normally specialize in one specific industry. You need individuals who know your company and can answer your customer’s clients accurately. One of the main goals of KPI Connect is to become an extension of your company. We work hard to fully familiarize ourselves with your business, goals, and needs. Furthermore, we have over 125 clients and 26 years of experience, meaning that we have a very well-rounded and knowledgeable team.

Will I still have control if I outsource my contact center?

When individuals outsource, especially if they have never outsourced before, they can feel as though they’ve lost control of their business. Indeed, trusting somebody else to handle your customer service is daunting! You don’t want to spend large amounts of your time with close supervision, because then what would be the point of hiring a contact center at all? 

KPI Connect has great testimonials from our many customers. We showcase our results and work to collaborate with you so we can relieve any stress or doubts you may have. 

Can I get the same business feedback?

Customer feedback

With an in-house team, you might feel that the valuable information stemming from your customer service is closer. Customers change their minds all the time and so your business must make certain adjustments and changes to keep up. You may hold the belief that an outsourced contact center is unable to give you the same in-depth information. 

As we previously stated, KPI Connect always works to collaborate with our clients. Our goal is to provide a more satisfying experience for the customer and enhance customer relations. By working beyond normal business hours, we have the chance to help your clients much later than an in-house team can. Additionally, we are strong believers in communication so we will give you all the information you require. 

Summary

Both inbound and outbound contact centers have their specialties and benefits. You can reduce business costs, save employees time, improve the company reputation, and generate great leads. While some individuals may be concerned about the company having adequate industry knowledge, losing control, and receiving the same quality of feedback from customers, KPI Connect works hard to counteract these concerns. 

As both an inbound and outbound contact center, KPI Connect has no limits as to what we can do for your company.

KPI Connect Solutions Inc. 

The KPI philosophy is three words: collaborate, communicate and connect. Along with understanding your business, we want to become an extension of the company. Our innovative efforts allow us to produce great results and long-lasting relationships. We help many different companies of all sizes, and we feel confident that we can help your business too! Regardless if you need improvement on customer service, profit, or productivity, we can help you reach your goals. 

Our English and French-speaking company has a wide variety of services: outsourced customer care, inbound customer support, product support, overflow services, scheduled appointments, back office support, and claims or complaints. 

Contact us if you are in need of assistance. We always look forward to working with new clients and helping solve company issues!

KPI Connect

Buttons on a phone

Why a Telco Should Outsource Their Call Center

Currently in the telecommunications world, there is discussion about the benefits of outsourcing call center operations. Often, a hands-off approach is seen as risky and unnecessary. However, the truth is that when a company chooses to outsource, it can be one of the most successful ways of generating and maintaining customer loyalty. There are other benefits as well, and that is why fully understanding the advantages that outsourcing call center operations can offer your company is vital.

No More Staffing Problems

Once you opt to go with an external service provider, your company gets relief. You don’t have to deal with staffing issues, hiring, or management processes. This not only removes the time and effort needed to handle telco call center staffing, but also saves your company time and money.

Significantly Lower Costs

Money

Once you decide to outsource a call center, you quickly notice lower costs. With outsourcing, you do not have to develop an infrastructure or manage in-house operations. Instead, you get savings by handing off the duties to a service provider.

No Issues With High Call Volume

Regular overflow call volume can be a serious problem. However, outsourcing a portion of your call center to help handle calls is an easy way to save money in the long run.

Offer Extended Hour Availability Without Huge Costs

One of the best advantages of choosing to outsource your call center is the ability to operate for longer hours. Your customers can solve problems outside of normal business hours for less of a cost.

Better Uptime and Call Quality

Outsourcing to a reliable provider can net you 100 percent uptime. Also, you get great call quality at all hours. Your company will be able to surpass customer expectations and improve client relations.

Seamless Integrations

Good external providers can offer services that meld well with other day to day operations your telco offers. You want to ensure you have a well-trained team of customer service agents. Their experience dealing with all types of customer calls can help a company improve their reputation. Knowing how to handle social media interaction, live chats, voice support, and email communication are a must. If your customer base expects your brand to have those services, your outsource center has to be able to provide them.

Versatility is Key

As technology constantly shifts, companies have to keep up with the trends. Moreover, a business needs a strong customer service team to help make these changes easier for customers as well.

To this end, outsourcing to a external provider such as KPI Connect can let you have access to more flexible customer relations at an affordable cost. External providers make an effort to keep their agents trained in everything from product inquires to technical support, meaning they will cover all the bases so you do not have to.

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Office supplies

How a Building Supply Company Benefits from Outsourced Customer Service

Building supply companies are using new features and gimmicks, making the industry competitive. Maintaining a standard of quality customer service and working to guarantee that your customers receive a high level of service every day, is hard when employees have other tasks to focus on. However, how you treat your customers is important to set your company apart from others.

One way you can provide better service for your customer is with outsourcing customer service calls.

Benefit of Good Customer Service

According to the Help Scout website, 58% of American consumers will switch companies because of poor customer service.

Building supply companies thrive when customers feel they are receiving good service. Often, even if another company offers a lower price, loyal customers keep coming to one store for their building supplies because of the treatment.

There is no secret that a lot of business in building supply stores comes from word of mouth. If one customer has had a good experience, they will return and bring their friends as well.

Why Outsource Customer Service?

Outsource vs. In-house

Here is where outsourcing comes in. Handing off your customer service calls to someone else when you have worked for years to develop your customer relations may feel contradictory. However, call center employees like those in KPI Connect are trained to handle customer complaints and questions specifically on the phone.

The call center can protect your brand by learning how you interact with your customers, what to say and what not to, in order to become excellent extensions of your business.

Associates in a call center can help provide you with more loyal customers. They know how to solve a customer’s problems over the phone quickly and precisely in a friendly manner. They can eliminate hold times and give your clients extra attention. Your cashier likely does not have time to ring people up and call someone back to check if their problems were resolved.

Call center associates can give those callbacks. Customers feel that the company has gone the extra mile to make sure they are satisfied, and everyone leaves happier.

Customer Surveys

Not only can outsourcing provide better customer satisfaction results, call centers can prove the results to you. By conducting customer satisfaction surveys and supplying you with detailed analytics, call centers can assure you that they are getting results that you will be happy with. Even without these reports, you can look around your store and see the results of customers who feel they have received a high level of customer service.

KPI Connect

Without having to answer the phones, your employees will have a less burdensome and stressful workload, which will make them happier to be there. This also means that they will be more likely to provide better customer service when face-to-face with your customers. In the end, what is more important than happy employees and happy customers?

Call KPI Connect to see how we can help your building supply company have top quality customer service today!

KPI Connect

Why Outsourcing Your Loyalty Reward Program Support Makes Sense

Just about any business owner or manager has an understanding that gaining customers is very difficult. They also know that keeping them is even harder. That is where a loyalty reward program can make a big impact.

According to MaCorr Research, 6 percent of Canadians change where they shop to get reward points. The program can bring in new customers looking for that added bonus of doing business. Moreover, it can retain those customers with incentives they enjoy.

However, running your loyalty reward program can be a daunting task, especially when you are already running your business operations. That is why outsourcing your loyalty reward program makes perfect sense.

There to Respond to Customers

While your staff goes about their daily business, customers may be contacting you with questions about your loyalty reward program, or redemption of their benefits. That can take valuable time and effort away from regular business duties.

By outsourcing those obligations, you can have a dedicated team of professionals ready to handle that inflow of calls or emails so you do not have to. On your end, it is business as usual. As far as the customers are concerned, they have a seamless outlet that specifically manages their loyalty reward program issues.

Strengthening the Customer Bonds

Because your loyal customers are receiving prompt attention from reliable professionals, your business can thrive in two ways:

  • You will be free to continue pushing your business forward without the distraction of dealing with incentive programs. With that managed for you, the focus can stay on your work.
  • Satisfied customers will have the great experience they are looking for from your company. They will want to return not only for more loyalty rewards, but for the excellent service too.

Your loyal customers can be engaged immediately rather than waiting on hold for a long time or waiting for a response. They will feel gratified and appreciated instantly, which can only set a good impression for your business.

Global Appeal

Every business starts out locally, but a customer loyalty program can move your business to a new frontier. That means different cultures and languages to deal with. Your internal team may not be able to handle such an inflow, but the right outsourced specialist can give you the quality service you want for your customer base in multiple languages.

Imagine keeping your customers happy in their native language instead of trying to communicate in yours and ending up with misunderstandings.

As you can see, outsourcing your loyalty reward program has great advantages that can keep your business operating smoothly. But it can also allow you to continue growing your business through efficiency and dedication to keeping your customers happy and returning. You can have all this without adding any extra workloads on your staff. Trust the professionals with your loyalty reward program and watch your business soar.

How Outsourcing Your Car Dealership Customer Service Can Make A Difference to Your Bottom Line

With the ubiquitous nature of smartphones and social media, both potential and existing customers have more opportunities to connect with businesses and brands – and vice versa – than ever before. No longer can a business thrive solely on the basis of high-quality products and services; in this age of constant connectivity, high-quality multi-platform customer service is the ultimate key to sustained success. While this is true in any field, it is especially relevant if you own and operate an automobile dealership.

 

You are not just selling cars, you are presenting a lifestyle choice, and a major component of that process is the ability to provide convenient and satisfying customer service that results in repeat business and positive word-of-mouth. Rather than handling these duties in-house, outsourcing your car dealership’s customer service to a reputable multi-channel contact center can make a real difference to your bottom line in many ways.

 

Reduce Operating Costs

 

 

Since most call centers serve multiple clients in a range of industries, the operating costs of the facility, equipment, maintenance, and training are spread out instead of footing the bill all by yourself. By the same token, these agents are experienced, knowledgeable, adept at dealing with customers in a courteous manner, and versatile enough to handle any situation that may arise. With everything already in place, you only pay for services as needed. Whether it’s on a regular basis, during peak periods or holidays, or if you find yourself shorthanded for any reason, the parameters depend entirely upon the unique needs of your dealership.

 

Increase Customer Satisfaction

 

Because strict quality control is the name of the game, you can rest assured that the agents representing your dealership will uphold the same high standards of professionalism and dedication to customer satisfaction exhibited by your in-house team. Entrusting your inbound and outbound customer service needs to a first-class call center means reduced hold times when customers try to contact you, and the extended hours offered by firms such as KPI Connect allow customers the convenience to connect with your dealership outside of traditional business hours.

 

 

Free Up Staff

 

 

Instead of tasking your skilled in-house team with answering common questions via phone, email, web chat, or social media, outsourcing these duties to experienced customer service specialists will free up your staff to do what they do best and focus their valuable time and effort on core business activities. Not only will outsourcing allow your staff to be more productive, but potential walk-in customers will appreciate receiving prompt attention rather than waiting for someone to finish up a phone call or email.

 

 

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.