Why Your Pharmacy Will Benefit When you Outsource Customer Service

Pharmacies handle a great deal of sensitive, personal information. Not only do they fill people’s medication, they are also privy to knowledge of people’s ailments. Also, they have all of their client’s medical, insurance, personal information, and more. Most people see pharmacies as one of the most trusted community businesses. The pharmacy is meant to help people when they are in need of minor or life saving medications. We trust our pharmacists.

‘Outsourcing customer service calls is scary for many pharmacy owners. However, it can benefit the business in many ways and remain secure and confidential.

Pharmacy Hold Times

As a customer, calling your pharmacy is frustrating. You can face long hold times or unanswered calls. In turn, your clients have a poor experience. If your customer is calling for important medication or health matters, they do not want to wait. They should not have to wait.

High call volumes or after-hour calls make businesses miss calls every day. A missed call means a missed business opportunity and missed customer interaction. A beneficial aspect of outsourcing customer service calls is that they help with answering calls during busy periods or after hours. Pharmacy employees will have less work and customers are happy knowing they can fill their prescriptions quickly.

Often, pharmacists have assistants and clerks answering phones. Customers do not interact with their pharmacists most of the time. Call center agents have training to handle customer service calls in an efficient manner. Hence, agents are able to solve customer problems and answer their questions accurately. Moreover, agents excel with customer satisfaction.

Customer Satisfaction

Agent ensure that customers feel positive after a call. Clients are far less likely to provide negative customer service feedback and reviews.

Lots of pharmacies have only a handful of employees to answer calls. However, they often have to perform other job duties, as well. Answering calls takes them away from their other work and burdens them with a heavy workload.

Stressed out employees are not able to provide the same level of service to a customer if they have multiple tasks they need to do at once. They become distracted and 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.

Cutting Costs

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 and 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 pay 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.

Improve The Efficiency Of Your Customer Service Department

Even if your product or service is great, customers remember their interaction with your company the most. For this reason, a good customer service team and fast responses improve the image of your company and your customer service department.

If your customers experience long hold times, they will hang up. Every lost call is a potential customer lost. However, there are ways to improve the efficiency of your customer service department. Also, you can ensure that your customers have a good experience with your company.

Service Level and Occupancy Rate

There are two important measurements used in call centers to determine their efficiency: Service Level and Occupancy Rate.

There are two different parameters of measurement to determine what the “Service Level” is:

  1. Whether the agents at the call center are able to answer the calls
  2. The quickness of the agent’s ability is to help customers and resolve queries or concerns

Occupancy Rate refers to the total call handling time and total after call work time and subtracts agents’ idle time. High occupancy rates indicate low agent availability and long hold times, which can lead to call drops and low service levels.

If your call volume exceeds the number of customer service agents you have, you are going to have a high occupancy rate. This is very stressful for customer service agents, because they are over-worked. This causes them to be stressed out and can lead to high turnover rates. You may have customer service agents who are well-trained and possess all of the skills and qualities needed to provide good customer service, but if they are over-worked and feeling stressed, they will not be able to empathize as efficiently with customers in order to provide good customer service.

One of the best solutions to this problem is to outsource your customer service calls to a call center. This eases the workload of your employees, so their jobs are easier.

Contrary to popular belief, it does not take jobs away from your employees. Rather, their jobs are easier and they are happier. There are also many other benefits to outsourcing, as well.

Benefits Of Outsourcing Your Customer Service Department

Answer more calls

During peak call times, it is difficult for a handful of in-house employees to answer all of the calls. They may not have the experience needed to get through the calls quickly enough and then answer the next call before the customer hangs up. Also, whenever your office closes, there is no one there to answer calls after-hours.

A call center solves all of these problems. Their customer service agents are trained to handle calls quickly and efficiently. Less calls get dropped due to long hold times because all of the hired agents are very well-trained. Some call centers, like KPI Connect, even offer after-hours operations, answering calls after you have gone home.

Customer Satisfaction

It does not matter why your customers call, they expect someone to answer when they call. If their calls are not answered, or if the hold times are too long, it leads to a very unhappy customer base. However, with outsourcing, none of these problems are present. Not only are the agents trained to portray your company’s image and make your customers happy, they are trained to do it quickly, as well.

Increased Sales and Profits

You might be thinking that outsourcing is going to cost more money than it is worth. However, it can actually increase your profits. Simply by answering all of the calls, your profits will grow. Happy customers are likely to buy more, meaning there is potential for even more growth.

Outsourcing is not a decision you should make without some consideration. Lots of people have reservations about it but, consider the amount of benefits that outweigh the drawbacks and the potential to make your employees and customers happier. It is a great idea to at least consider outsourcing your customer service calls. It would most likely increase the efficiency of your customer service department and increase your profits, which is a good enough perk that most businesses would not pass up on.

The Drawbacks of an In-House Call Center

Regardless of what kind of business you are running, you need a prompt and efficient customer service department. You can foster stronger customer relations, boost your retention rates, and increase your loyalty to your brand with solid customer service.

However, as your business expands, you experience growing pains. For example, there are more questions and feedback from your customer base. If your customer service department is not quite prepared to deal with these demands, your company’s image is at stake.

Sometimes, in-house call enters work. But, the shortcomings of in-house show when a business is growing. Before getting to that point, examine all the potential drawbacks of maintaining a call center in-house.

Time Requirements

Time is a crucial resource in all aspects of business, especially customer service.

Running a call center in-house requires a considerable amount of time from your employees. They answer every call and every question, and hear all the feedback.

With an in-house call center, your employees get tied to the phones. Employees do not have as much time to attend to other vital duties that they have.

A simple solution to this problem is outsourcing the call center duties. Then, your in-house staff can return their attention to more vital tasks to keep the company running in top form. What’s more, when you outsource, all your call center duties get handled by trained professionals. Their primary focus is dealing with everything that customer service entails.

Hiring Call Center Exclusive Staff

Often, businesses are not able to afford to assign current employees to call center duties. In that case, the next step is hiring and training staff for the call center. You require IT experts and HR agents in order to make everything run well. Unfortunately, the choice to hire staff to handle the in-house call center is not easy. It has a big price tag attached, especially if extensive training is needed.

Rather than going through the entire recruitment, hiring, and training process, outsourcing your call center can actually cost you less in the long run. You get access to agents that are already trained in customer service and call center technology. You can save money without paying for training, IT, and HR requirements.

The Cost of Call-Center Infrastructure

Incorporating call center infrastructure into your current business is quite expensive. Consider everything required for essential call center operations: good office space, agent workstations, and all needed technology and hardware. Costs like that are are an intense drain of resources. What is more, the costs will increase over the years due to upgrade necessity and maintenance requirements.

When you outsource your call center, you can spare those costs. In addition, outsourcing is more affordable in the years to come. Your outsourcing company handles all upgrades and maintenance. Yet another thing to remove from your to-do list!

Outsourcing is the Solution

Dealing with customer service in-house is not a small task. Customer service requires real commitment, funding and time that you may not be able to spare.

An argument in favour of in-house call centers is the aspect of control. But, if you choose to partner with a good, trusted company like KPI Connect, that is not an issue. Instead, the company will work together with you in order to ensure that all call center operations are how want them. Call KPI Connect to find out how we can help you.

How Outsourcing Customer Service Calls Can Increase Efficiency Company-Wide

How your company’s customer service calls are handled can either make or break your business. A lot of companies simply do not have the equipment, resources, training or manpower to handle high call volume. You may need to carefully consider how to best handle this crucial issue. One of the best options is outsourcing the customer service calls to a call center.


Here are some ways outsourcing customer service calls can increase efficiency:


Efficiently answer more calls


During peak call times, when the call volume is the highest, it can be hard for the handful of in-house employees to answer every call. They also may not have the training and experience to get through a call quickly enough to answer the next one before the customer hangs up due to long wait times. Another thing to consider is that when your office closes, there is no one present to answer calls.


Outsourcing solves all of these problems because call centers have numerous employees to field calls, making sure that none of them are missed.  Even after-hours calls can be answered due to the extended hours availability of the call center.



Increased customer satisfaction


If your employees are missing calls, or taking too long on calls, this has a negative effect on your customers’ satisfaction levels. Understandably, your customers will be less likely to call if no one answers the phone, or if they are put on hold for a long period of time.


By outsourcing to a call center, you ensure that the calls will be answered and completed in a timely manner. What is more, call center employees are trained to handle customer service calls courteously and uphold the integrity of your brand. This means that customers will be more likely to have a better customer service experience, and they will be more likely to give you repeat business.



Save money in operating costs


There are lots of expenses to take into account when setting up a customer service line. For instance, you may need a space that is separate from the rest of your business to ensure that there is not extra noise in the background. This could result in the need of renting or buying a larger office space. Equipment such as computers, headsets, handsets, dialers, boxes, etc. will need to be purchased and set up. Extra employees will need to be hired and trained to man the phones, as well. Call centers already have established buildings, equipment, supplies and employees that are well trained and experienced professionals, saving you time, money, and stress.



Increased productivity in your employees


If your employees are answering phones along with performing their other essential job duties, it is quite probable that they will become overworked and stressed out. Not only that, when employees are stretched too thin, their job performance suffers. By juggling too many duties at once, they are sure to miss something or produce lower quality work than usual.


Delegation is an extremely useful skill that all managers and business owners learn to utilize at some point. By outsourcing your customer service calls to a call center, you free your employees up to do their jobs. They will be happier and produce better work for you, which is not only good for your company, but for your customers, as well.


So, for all these reasons and more, outsourcing your calls will actually make your company more efficient, save you both time and money, and increase your customers’ satisfaction levels. You can rest assured that your employees’ jobs are easier, and your customers will be happier, which is every business’s goal.


Call KPI Connect to help increase your business’ productivity today!

Why You Should Outsource Your Overflow

Call volume for any business fluctuates from day to day. Some days you may have little to no calls, however, other days you may have very high call volume. If you are not prepared to deal with the number of calls you are receiving, you may end up missing calls, which is bad for business. Every missed call is potentially money lost, whether they are customer service calls or sales calls. So, it is extremely important to take call volume into account for your business.


Here are some of the benefits when you outsource your overflow to a call center like KPI Connect.


Customer Satisfaction


When a customer calls to make a complaint, ask a question or to make a purchase, they expect someone to answer that call. If your in-house staff gets swamped and does not get to the phone in time to answer, it understandably leads to unhappy customers. Satisfied customers and good customer service lead to returning customers and can even generate new customers due to customers recommending your company to other people.


Peak Hours and Extended Hour/After Hours Operation


Sometimes peak hours are affected by things like seasonal sales, customers having questions or problems with new products, or your business hours. During peak call hours, it can be extremely hard to answer every call. A call center is better adapted to handle them such times as these. They can also handle your calls after your business is closed for the day because they can have extended hours. This means that even more of your calls will be answered.


Lower Training and Equipment Costs for Your Company


Training your employees to handle customers’ calls in a polite, professional manner while also solving customers’ problems and complaints can become a large business expense. The equipment and supplies add up, as well. This is entirely avoided by outsourcing your overflow to a call center. They are already established, meaning their staff is already trained and they already have the facility, complete with the necessary equipment.


Call Center Employees will be Trained on Your Brand


Your company’s values and brand do not have to be compromised if you make the decision to outsource. By telling the outsourcing company what your values are and what you do and do not want, they will have the ability to represent your company fully. Together you can write a script for your company that the representatives will stick to while on the phone with your customers, which also gives them the opportunity to advertise more of your services and products while ensuring no call goes unanswered.


Sales and Profits


You may assume that outsourcing will cost more money than it will make for your company. On the contrary, it can actually make you more in profits. By simply answering the calls during peak hours and after hours, there is understandably more money to be made on sales because more customers are attended to and fewer calls are missed. The less calls that are missed, the more money there is to be made.


Employee Happiness


An over-worked employee is often not a productive employee. Managing phone calls can be time consuming and can be hard to manage along with all of the other business operations on a day to day basis, leaving your employees stressed out. You do not have to let the quality of your customer service slide, or other business operations become less effective. Outsourcing your overflow calls will free up workload and cause your in-house staff to be happier and more productive.


Making the decision to outsource your overflow calls is nothing to take lightly. Lots of people have reservations about outsourcing, but it can be a very agreeable arrangement for both you and the company you outsource to. By expressing your values and concerns to the company you are considering outsourcing to, you can rest assured that they will be heard and adhered to.


Outsourcing can maximize your profits, create a happier and more productive workplace for your employees, and save you money. When you outsource to KPI Connect, you will also be provided with the results of the calls that can tell you what is working and what is not. So, for all these reasons and more, you should consider outsourcing if you are concerned about your call volume, overflow, and your customers.


Why You Should Outsource Online Chat Support

We all know how competitive the modern world can be. The majority of companies in North America are always offering more and more benefits to attract the highest possible number of customers. In order to keep ahead of the competition, it is important to provide outstanding support to your clientele. For this reason, sometimes the best option for any business is to outsource parts of their customer service.


Today, the quickest way for customers to get in touch with your business and for you to be able to respond to your customers almost instantly, is by offering them the opportunity to connect with a multi-channel support system. If your business’s current support system is not providing such services yet, it is time to rethink the way you handle your customer support.


Here is why you should consider outsourcing the services of online chat support.


Personalized customer support


Professionals who work with online chat support are highly qualified to offer the best experience when it comes to your customers. The live agents are well trained to guarantee the customer’s satisfaction by offering a personalized service to every client. This way, through optimized online conversations aimed at satisfying the clientele, the service not only speeds up the process of handling customer inquiries, but it also contributes to a continuous improvement in customer satisfaction. The public is demanding faster and faster responses from businesses, and online chat is one of the fastest ways to inquire and receive and answer. Online chat support systems then allow you to channel them to other branches of the company if necessary, creating support tickets, or connecting them with your sales department.


A boost in online sales


The majority of customers consider safety as a concern when purchasing online. For this reason, the presence of an online chat support in your website will certainly provide a considerable boost in your sales by adding a “person” into the process. Qualified personnel will ensure that any prospective clients feel confident enough to place their trust in your organization. The agent will not only handle the consumer’s demands in a professional way, but they will also deal with any technical issues. This in turn will lead to ongoing purchases and an increase in the number of transactions.


It measures customer satisfaction


One of the most important things to consider in any type of business is the level of satisfaction of the customer. Consequently, receiving regular feedback is absolutely indispensable. However, in order to be able to understand your client’s needs and supply them with a better service if necessary, it is important to count on a platform that can manage the service without being invasive. Automatic feedback prompts at the conclusion of the chat can provide invaluable information about the quality of service of the agent, and other customizable data.


For this reason, online chat support is a fantastic way to collect information regarding the satisfaction of your customers. A trained web chat support agent can turn an unpleasant experience into a great one, simply by communicating quickly and increasing the troubleshooting efficiency.


It is cost-effective


Despite the advantage of connecting to the client in a non-invasive and dynamic way while offering a remarkable personalized service, an outsourced online chat support can be an extremely affordable alternative. This type of service enables one single live agent to communicate with multiple clients at once, providing all the support necessary for a trustworthy interaction.


An outsourced online chat support is an excellent method of quickly satisfying customer inquiries, with the added benefits of reducing costs and resources. At KPI Connect we will ensure that your customers will always have the ability to connect with a live professional to handle any situation that arises.