Don’t take your bad day out on a call centre worker

Everyone loves to hate call centres, but it’s time to give them a break because they generally provide a convenient and effective service. If you’re foaming at the mouth right now thinking that the ten minutes you’ve just spent on hold being told “your call is important” was neither convenient nor effective, consider the alternative. Continue Reading

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Top 10 Customer Service Technology Trends for 2012

Sabio, the specialist contact center and unified communications systems integrator, has highlighted what it believes will be the Top 10 key technology trends that are set to shape the customer service landscape during 2012. Sabio has identified placing contact centers at the heart of an organization's social networking strategy; optimising websites for smartphone access; and supporting multi-channel customer engagement through consistent interactions as three of the most important issues currently facing customer service directors. Read More..

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Things to Consider when Outsourcing your Call Center

This week’s guest blogger is Bill Samuels, President of Telesales Services a call center referral agency. He answers some common questions that he encounters regarding outsourced call center work. Bill is a call center industry expert that is highly acclaimed as a call center outsourcing consultant. Read More..

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Designing your customer support escalation

Does your company have an escalation procedure in handling an advanced or high-risk customer service concern? If not, it would be advisable to spend some staff time establishing one. Every business should have a set of rules and expectations on how to handle a customer service or support issue to maintain satisfaction. From frontline customer service personnel all the way up to executive management, every member of your customer-handling/interacting team should know what they can and cannot commit to on behalf of the company and when and how to appropriately escalate a problem internally to achieve the most positive and less risky result. Read More..

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Give Good Voicemail - Master the Art of Leaving Messages!

What’s the difference between a great voicemail message and one that’s lacking (and therefore stands less of a chance of getting returned right away, if at all)? It comes down to whether you “gave good voicemail” … or not! Wouldn’t it be great if there were official voicemail rules people had to follow? Read More..

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Why you need a call centre

And why Connections Call Center is your perfect pick! It’s common knowledge in our industry that every missed call is a missed opportunity. Missed opportunities might be missed sales, missed invites to special events or even missed introductions to business relationships and networking ties. If your company phone is not answered, there’s no telling what you’re missing out on. We’re all clear on the importance of answering a company’s phone calls… so why not just get an answering machine or a voicemail system? To that question, I counter with a few questions of my own: Read More..

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Benefits of Providing Quality Customer Service

Customer service is a universal concept; most companies have a customer service department. Companies that keep quality at the forefront of their operations are on track to becoming a better company and provide their customers with the quality service they deserve and should expect. Some of the benefits of providing quality customer service include increased revenues, improved customer service and customer loyalty.Read More..

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The Business and Customer Support

In order for a house to stay strong amidst natural disasters and pest attacks, the house should have been made with a strong foundation. Also with a business, it can stay strong amidst financial crises and negative publicity as long as it has a tough foundation. Human resources and product or service quality make up the foundation of a business. However, running a business does not stop in fulfilling the given two cores. The relationship of the business with its customers is a crucial element that secures triumph. To improve the relationship of the business and its customers, customer support was invented. The department brings the heart of a business to customers, either current or future. Customer support enhances the relationship of customers with the business’ human resources and the products or services offered.Read More..

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Customer Support Rules

The customer support team is a special extension of the sales department. The team’s mission is to make sure customers are using the availed products and services in the right manner. Personal Approach Undeniably, automation makes the tasks of the customer support team easier. However, it lessens customer satisfaction. Machines and robots were not created to substitute real people in work. Services from machines and robots should still come with human touch. Dealing personally with customers is the best way to address a concern, while utilizing the products of technology. Therapeutic Communication Therapeutic communication skill is one of the requirements to be able to be part of the customer support team. This skill gives a candy-like effect when demanding for the name, password, email address, account number and other relevant information needed to verify a customer’s identification. Appearing harsh to customers is a big “no no” in the mobile business. Read More..

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Redefining Mobile Service Customers

The most memorable thing to a mobile service customer is not how long he has been subscribed to a mobile service. It is how he was treated by the provider as a valued customer when he hit the mobile support hotline for assistance.

From time to time, a mobile service customer transacts with the provider via the different support services made available. In every transaction, there is mutual benefit between the customer and the provider. For instance when a mobile service customer re-subscribes to a mobile service, the customer enjoys the fun service while the provider receives monetary gains. Read More..

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