Archive for category: Customer Service

How to be sure each call is an opportunity to give your customers consistent quality service by knowing exactly what it is they want and delivering it every time.

For a customer to pick up the phone and call your contact centre, there has to be a pressing issue of some kind. Unfortunately, they don’t take time out of their busy lives to give you a ring to let you know you’re doing a bang-up job. If the phone’s ringing, there’s likely an issue that requires immediate resolution to satisfy the caller’s needs. Read more →

How to get the most from virtual reception and get your callers’ needs met with the greatest efficiency.

Virtual reception: it’s the most cost-effective way to quickly meet your customers’ needs without maxing out your labor costs. While the inclusion of the word “virtual” doesn’t immediately make you think of a warm and personal greeting, you’d be surprised by just how polite, knowledgeable, and warm a virtual receptionist can be. In fact, the receptionists themselves are far from virtual: they’re real-live agents in an off-site location, but your callers will never know they don’t work for you in-house. Read more →

Contact centre managers never stop being reminded of their top priorities: maximizing efficiency, reducing expenses, and maintaining consistently high client service levels.

Improved contact centre technology has put efficiency at stunningly high levels, but it’s sometimes hard to manage costs. While you know there are many ways to assess your client service centre’s performance – many that aren’t expressed as KPIs or metrics – the executive suite only wants to hear about cold, hard numbers. Read more →

With taking a large number of incoming calls throughout the day, it can be difficult to maintain an air of professionalism and let comfortable habits form.

While some habits can be okay, others can have a detrimental effect on the quality of a call. Sometimes it can be hard to remember that the caller relies completely on how you say things and ask questions, as they cannot see your facial movements or body language. While it may be basic, good telephone etiquette is just good common sense. Read more →

How to be sure your firm stays competitive by meeting all customers’ needs with multilingual contact center support.

The unceasing tides of globalization and the Internet have vastly decreased distances between cultures across the world. A Canadian government statistics report found that 17.5 percent of Canadians (nearly six million individuals) reported speaking at least two languages in their homes. While Canadians are used to functioning in a bilingual society and most Canadian firms already offer full service multilingual contact center support in both official languages, these days two languages are often not enough. If you aren’t certain that your firm offers multilingual contact center service that meets or exceeds the expectations of your diverse customer base, you may be teetering on the brink of obsolescence.

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