Ten Golden Rules For Call Centre Operator

Many customers end up frustrated after dealing with call centres, but here are a few tips to help call centre operators keep the customers happy.   For many companies, call centres are the only way they can practically and affordably deal with the number of customers they have seeking information. By their nature, often the call centre operators cannot not know everything about a company and how it operates and sometimes they only...

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Call Center Outsourcing Trends: How Outsourcing Call Center Functions Drive Business 2.0

Call center outsourcing has ushered in a radical paradigm shift in the way businesses consider traditional customer service. With the introduction of new technologies, organizations are finding that they can better serve their customers without sacrificing the fiscal and human resources necessary to host these tasks in-house. However, as outsourcing call center activities is a concept in constant flux, the businesses that utilize best-practices...

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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...

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How to Provide Internal Customer Service Excellence

When we talk about customer service, we usually think about how we deal with the people who walk through our doors—both physical and virtual—to purchase our products and services. What we often fail to realize, however, is that we also have customers within our organizations; those customers are our co-workers. Customer service means being responsive to a customer’s needs and being resourceful in meeting those needs....

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Are Your Customers Getting Uniform Service?

If you want to offer the best possible customer service experience, be sure to be consistent.. How consistent are you with your customers? One sure way to lose business to competing vendors is to give a customer one answer the first time he or she has a question and a different answer the next time the issue is raised. Even worse is when one customer receives concessions that others do not; such as extending return deadlines...

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Businesses outsource IT for reasons other than cost

Cost-cutting is diminishing in importance as a reason to outsource IT, according to research of 630 contracts worth £14bn carried out by KPMG. In its 2012 UK Service Provider Performance and Satisfaction study, the KPMG found 70% of businesses are influenced by cost when making their outsourcing decision. This compares with 83% in the last survey two years ago. The results, from over 200 participants from user businesses, showed 46% said the...

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Make the most of those precious opportunities when connecting with your customers..

We've all heard the saying that "You never get a second chance to make a first impression." However, in the world of customer service it's often not about the first impression... it's about the second, a.k.a. the follow-up!  The truth is that most customer service and sales professionals do not fall down on the first impression. In customer service, we answer the phone and put on our "game day" voice, politely,...

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