Delivering world-class and efficient customer support for the Mobile Enterprise

Live Mobile Support is an integral part of marketing and sales. This is why we make sure that customer satisfaction is our top-priority. The New Media Services Pty Ltd company is your go-to provider in achieving full coverage support for contact center-type services from inbound to outbound, email and voice, specializing and focusing on the mobile industry. Based in Australia, it relies on its huge number of live operators who are trained in handling all aspects of customer relations to ensure 100% customer satisfaction and retention for your company. New Media Services is in the forefront in bringing real people, who give live support and entertainment services, catering for both the Web and Mobile industries. It is the leader in providing global outsourcing services utilizing real people.

Our Dedicated Contact Center Personnel

Delivering High Quality Services that is meant for you.

24/7 Customer Support Service

To give you the much desired service our operators are online 24 hours a day 7 days a week.

We are happy to serve you with a smile

Easy to reach agents that will give you a big smile after a call.

Live Mobile Support

Like what we always say we are your Go to Company.

Tuesday, July 31, 2012

Customer Service Back In The Day

I was at a gas station the other day and noticed something that caused me to look twice.
At first, it appeared to be a normal occurrence, a man pumping gas and then cleaning his windshield.

Thinking nothing of this, I continued with my gas purchase. When I again looked at the other vehicle, I saw a man walking to the rear of the same car, yet there was someone else continuing to clean his windshield.

To my surprise, the person cleaning his windshield and tending to this gas was the gas station attendant, not the customer.

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Friday, July 27, 2012

The Changing Face of Customer Service

It was 10 years ago that I sat in a hotel room with my laptop plugged into the phone cord, fighting with my first version of a pda (a palmpilot), trying to make sense of an assignment in an ever-evolving industry — customer service. Just as foreign as the acrid air and constant motor noise of India were the changing ideas of what it meant to be a customer service expert. While the times have changed and business has become more efficient and optimized, a decade later we all have a different perspective of what it means to be a service leader but remain aware of how important an interaction with a customer can be.



Taking a more in-depth look at this era of change, it is inherently obvious how much the technology we are using in our lives has changed. W hat can go unnoticed is how these advancements have affected how a customer care center has adapted to serve customers. Not only are companies looking for different ways to interact with customers, but they are also looking for valuable interactions and meaningful connections.

While this was just one of many trips to India, China or the Philippines, we found our mission was of a singular purpose: how many seats can you move “offshore?” Directed by companies looking to make spending cuts (sometimes up to 40 percent), we were looking for anything that could move, and we all had the same objective. At the time it was considered a brilliant initiative to free up capital for other business practices. While there are good reasons to leverage lower-cost labor markets and we can debate the labor arbitrage pros/cons, one undeniable fact is that there was a fundamental lack of vision in regard to customer facing interactions; in the pursuit of outsourcing customer service efforts for cost-effectiveness, we minimized the value provided.

A few years later, with a well-worn luggage set and a filled passport, it finally starts to click. Why are we answering customers’ calls just to make them more irritated? Taking into account the absurdity of the notion, would it be better not to answer at all? Without the resources for an academic study, I’m only left to assume that my instincts have some legitimacy and that something else is taking place during this shift of resources. W hat ’s more, customers “are” starting to figure things out on their own. We continue to listen to calls and hear something eerily similar; in one manifestation or another, the phrase “I already found this information online” is multiplying. As such, I now believe that as a direct response to the shift of valuable customer service, we as consumers have begun to solve our own problems online.

As a business community, at some point in the past decade we finally reached the proverbial tipping point. We as companies and service leaders went too far. By minimizing the value of the interaction so low, consumers have resorted to handling the problem on their own. Chief Financial Officers (CFOs) loved it; Chief Marketing Officers (CMOs) feared it.

In 2007, I left the corporate world on a mission to redevelop the way people think about not only customer service but also online engagement. At this time the business community wasn’t using social media as everyday jargon, but the presence of customers online wasn’t ignored. In response, millions are spent by companies placing “ads” in the right places of the web, and websites are redesigned and optimized around the clock.

During this timeline, though, the question still lingered on how this channel can be utilized for superior customer service? Things have changed so much since the offshoring days; are there other service leaders who will see this untapped opportunity? Can we make a business of it?

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Tuesday, July 24, 2012

How to Hire the Best Customer Service People

Through many years of hiring Customer Service staff, I've found that competency based assessment is by far the most effective and accurate way.








That is not to say that technical abilities should not be checked, rather that this in itself is insufficient to ensure success.
Indeed it's very important to study the delegates' CVs, to check their relevant experience and qualifications, to ask questions of clarification and to probe any gaps in their employment history.


The Assessment Center process is carried out in addition to this.

Competency Based Assessment Centers (CBAs) are a highly accurate way of performing an assessment of someone's suitability for a role and focus largely on behavioral traits rather than on technical abilities. CBAs normally comprise a blend of Role Plays and a competency based interview (CBI). Studies have concluded that competency based assessment methods are around 5 times more accurate at choosing the right employees than traditional interview based formats.

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Monday, July 23, 2012

Become a Customer Service Raving Fan!

It seems to me that the way to get your customers to be raving fans of your business is to become raving fans of your customers.



"Get Into Their Lives" This is the mantra at Marquis Jet, a company that sells "flight time" on a private jet in the form of calling cards, starting at $110,000.00 for 25 hours.
Their client list is a who's who of Hollywood, including Matt Damon, Christina Agulera and J. Lo. When Carrie Underwood was named the American Idol, she was given a record contract and a Marquis Jet card.

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Wednesday, July 11, 2012

Customer Service Metrics to Measure Client Satisfaction

When it comes to measuring the success of your customer service operation choosing the right set of metrics is essential. By creating a Balanced Scorecard made up of your most important deliverables you will be able to track your clients' satisfaction and report stakeholders’ key success factors.

 The Balanced Scorecard was created by Harvard Business School Professor Robert Kaplan and Renaissance Solutions President David Norton and includes financial and non-financial indicators.

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Monday, July 9, 2012

Most Popular Outsourced Jobs

Outsourcing occurs when a company contracts out a portion of its business to another company; these jobs would have traditionally been done by in-house employees. It's important to make a distinction between outsourcing and offshoring. Jobs can be outsourced to local companies that specialize in that particular area. Offshoring, though still a form of outsourcing, is when a company outsources portions of its work to be done overseas. This is a growing trend as companies find that outsourcing and offshoring lead to greater efficiency and cost savings as they don't have to pay salaries and benefits to employees, and instead pay contract fees for completion of duties. This also allows companies to allocate greater resources to parts of the company that they excel at.

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Friday, July 6, 2012

Customer Service Outsourcing

There has been a lot of emphasis in recent years about customer service outsourcing as a way for companies to save money and reduce the need for a full customer support staff. Unfortunately, many people aren’t exactly sure what it means when a company decides to outsource their customer care and this can lead to a number of assumptions which just are not true. Outsourcing a call center is simply a means to reduce the cost of customer support, not a sign that companies don’t care about their customers like some people would like to believe. Customer service outsourcing often entails operating call centers in other countries, hence the term offshoaring. Continue Reading..

Wednesday, July 4, 2012

How to Maintain Traditional Customer Service in the Social Media Age

You’ve been monitoring your Facebook wall and Twitter pages, responding to customer inquiries. But what are the next steps you should take to stay abreast of the latest trends in social service?

 The emergence of social media communities requires you to track a new set of customer service metrics. Fortunately, you’ll have a better understanding of who your customers are and their service expectations. In some cases, it might even mean the end of traditional service level agreements (SLAs).




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