Tag Archives: Call Center

Ways to create a positive customer experience

In today’s business world, your customers/clients are the ones with all of the power. If you aren’t providing a great customer experience, not only will they leave you for the competition, but they’re also likely to tell others about the negative experience they had with your company/brand. That’s why customer experience (CX) has moved to the forefront of business initiatives. Of course, like anything else, in order for a customer experience initiative to be executed properly, it requires an investment in time and resources.

Here are 4 things companies need to be doing today to satisfy their customers and earn repeat business:

Engage in a dialogue with customers

It’s never been easier to reach out and speak directly with your customers or clients. Social media provides a great outlet to do so. Every company today needs to not only have a social media presence, but should be actively engaging with customers via these channels. Customers have come to expect that a company is available via social media and will appreciate the opportunity to provide feedback. What’s so great about social media is that opinions/questions/concerns etc. can be gathered swiftly, unlike traditional methods of communication like focus groups. In the DR we understand that Convergys and Primetel are taking advantage of these powerful tools.

Properly train your employees

While this seems obvious, there are still plenty of companies today that aren’t adequately investing in their employees’ ongoing training and learning opportunities in regards to customer interaction. Customers need to have a positive experience when speaking with any employee, and this extends beyond the customer service team. All employees across all departments should be properly trained to speak with customers/clients or other stakeholders. Any employee contact can determine how your company/brand is perceived. Xerox training for example are one of the most efficient in our country.

Provide a seamless cross-channel experience

Customers need to have a positive experience across every brand touchpoint (Customer Service, the company website, social media pages, advertisements, events, etc.). One component of providing a positive experience across these channels is ensuring that the branding and messaging is consistent. Today’s customers are likely interacting with a company across many channels. If the messaging/branding is different depending on where they are looking, it will cause confusion and a negative customer experience.

Invest in the right tools

The best customer experience decisions are based on data. Luckily, customer experience data is right at our fingertips today, thanks to technology. In addition, technology has become more accessible to businesses of all sizes as cloud technology reduces costs due to limited need of IT resources. Of course, the customer experience data provided by modern technology is only useful if a company also invests in the proper analysis of the data in order to extract key business insights that can inform business processes.

In order to survive today, a company needs to not only listen to its customers/clients, but also take note of ways to improve their products/services/process based on feedback, to ensure that current customers stay happy, which contributes to business success long term.

Thank you for your time 😉

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Culture of Quality

Traditional quality management approaches (QMS, work process design, etc.) can help companies reduce the risk for errors, but they do little in terms of creating additional value.

Building a Culture of Quality, however, can both reduce errors and help companies unlock new sources of value through improved customer experience and employee productivity. Unfortunately for many organizations, there is a big opportunity to improve. More than 60% of employees indicate their companies have a weak Culture of Quality.

CEB’s article in a recent issue of Harvard Business Review discusses the key factors that drive quality as a cultural value as well as successful tactics from companies like Seagate and Wrigley.

In a Culture of Quality, employees “live” quality in all their actions, beyond the rules laid out for them.

Our new infographic summarizes this and other findings from CEB’s research, serving as a simple guide for what to keep in mind when strengthening your quality culture.

Benefits of Working at a Call Center In the Dominican Republic

The Call Center industry is the fastest growing industries in the Dominican Republic today. With more than 35,000 direct employees (source) The low cost of labor combined with a high-quality, English-language speaking workforce have made the Dominican Republic an attractive choice for overseas companies looking to save money by outsourcing their operations here.

This means there are not only plenty of job opportunities for the average Dominicans, but plenty of well-paying job opportunities as well –  in addition to a rather large basic salary, companies offer a number of bonuses and benefits to attract and keep the best talent. It differs from one company to another, but let’s take a look at some of the benefits they get:

Good Salary

Entry level call center agents can expect to get from $RD 20,000 to 35,000 Pesos a month, although this number varies depending on the type of business you’ll be working for. With qualifications like a 4-year degree and the right company you could easily get offers of more than $RD 45,000. But that’s not all, many companies like Convergys offer even food allowances on top of the base salary, along with sizable sign-on bonuses, referral bonuses and monthly performance incentives.

Excellent Benefits Package

Benefits make a good job great. So it makes sense that employers would try to sweeten the deal with extra benefit packages. Call centers often offer private health insurance completely free. These health insurance plans not only mean that you can walk into Plaza de la Salud Medical Center (and even Abel Gonzales sometimes!) and get consultation and medical procedures without paying, but you can also name a certain number of dependents who will also enjoy the same benefits.

But those aren’t the only benefits that are offered. Some companies get really creative with their offerings, giving call center agents a unique selection of choices. For example Alorica, offers employees a day care service, allowing them to work without having to worry about where their kids are during the day.

Low Barrier to Entry

Worried that you can’t find a job because you don’t have a 4-year degree? Worry not! Call center companies can be pretty flexible with their academic and professional requirements, and will accept even as little as a high school degree from potential candidates as long as they’ve got the right attitude.

Skill building and career advancement opportunities

Once signed with a company, it’s not likely you’ll stay an agent forever. In addition to the training you receive to support the account you’re assigned to, you’ll also have the chance to learn and build skills that can be used outside the company, like leadership training and other soft skills. Furthermore, agents, like any other employee, will have opportunities to advance within the company – provided, of course, they work hard.

FYI:

There are other companies dedicated to help people understand and show everything about Call Center in the Dominican Republic.

FYI #CCRD or Call Center RD links:

Web Sites:

1-  Call Center RD:  Up to date news about the Call Center Industry in the Dominican Republic.

2- Call Center RD Jobs: Database to post and find jobs exclusively for the Call Center industry.

3- Contact Center RD: News about the Call Center Industry in the DR. (Construction)

Facebook Fan pages / Groups:

1- Call Center RD/FB: Up to date news about the Call Center Industry on SM

2- Call Center RD Empleos: Post and find jobs exclusively for the Call Center industry.

3- Call Center RD Culture: Show and expose each CC Culture so you can choose what you like.

4- Call Center RD Memes: Humor always keep us happy.

5- Call Centers Employees Represent: or Santo Domingo call center Group: Crowd sourcing tool.

Call Center RD was founded to help you take advantage of this growing industry by connecting Call Centers and People in one place.

Wondering about become part of the constantly growing CC industry? Why wait? Check out the latest Job offers here: Call/Contact Center Jobs

Skill building and career advancement opportunities

Once signed with a company, it’s not likely you’ll stay an agent forever. In addition to the training you receive to support the account you’re assigned to, you’ll also have the chance to learn and build skills that can be used outside the company, like leadership training and other soft skills. Furthermore, agents, like any other employee, will have opportunities to advance within the company – provided, of course, they work hard.

Call Center RD was founded to help you take advantage of this growing industry by connecting Call Centers and People in one place.

Wondering about become part of the constantly growing CC industry? Why wait? Check out the latest Job offers here: Call/Contact Center Jobs

PM777RD

September 21, 2014

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Sometimes customer service can get a little stale. Here are a few tips on how to freshen up your customer service.

1. Clarify customer complaints

Sometimes customers aren’t clear when communicating a problem. They may be unsure of the problem, they may be frustrated about making the call and it is affecting their communication. To resolve the issue as quickly as possible, our own communication needs to be very efficient.

Open-ended questions – who, what, where, when and how – will always deliver information, while closed questions deliver confirmation. Use closed questions to help you control the conversation and allow you to proceed quickly to a resolution. When you need information use the open questions but include the word ‘exactly’. Example:

‘Can you please tell me when exactly did this problem start?’ as opposed to ‘Can you please tell me when this problem started?’

Adding the word ‘exactly’ will prompt your customer to be more exact with their response, which will allow you to resolve the problem more effectively.

2. Whatever you tell yourself – it’s true!

I once heard someone say that the more she told herself how lucky she was, the luckier she became. This simple act of telling yourself something and believing it delivers results. Once we start to believe something, it manifests itself in body language, facial expressions and voice. This means that when you believe your next call is going to result in disappointment, your body language and the emotion in your voice will express disappointment.

Who wants to listen to someone who sounds disappointed on the phone? No one, so your customer doesn’t listen to you and as a result will refuse your invitation to buy.

The effect works in a positive way too. Start telling yourself your calls will improve. Believe it to make sure your body language, facial expressions and voice respond positively by being happier, optimistic and confident. That’s what your customer wants to listen to, so that they can make an informed decision to buy. If you believe in your abilities, you will be more successful.

3. Smash your negative beliefs

It’s quite amazing how we can be really positive about a making an outbound sales call and just as we are about to dial, that little voice which sits on our shoulder says, “Waste of time, they won’t be interested in buying”. Within seconds our motivation will disappear and our brains go into overdrive to deliver reasons not to make the call.

Quite simply our belief system has kicked in and created a story which we choose to recognize as the truth. At this stage we have no evidence to back up our thought as fact, so how can we possibly know if someone we are about to call will buy or not?

Rather than focus on negative beliefs, focus on positive beliefs and train your little voice to say: “This could be the best sale of the day”. After all, one call does have to be the best sale of the day but until the day is over you won’t know which call it is!

4. Be fast – consistently

Consistency is key, but no one wants to be consistently bad or consistently slow. Not having fast, simple access to accurate and up-to-date information is often the agent’s downfall when it comes to these two customer service blips.

It stands to reason that agents need one common knowledge base that works across all channels – from phone and email to social media.

But without a fast powerful search mechanism it could still mean a frustrating wait for the agent and customer. So, easy, fast access to relevant and accurate information will ensure more productive agents and in the long term, create ongoing customer loyalty.

5. Make proactive service contacts

Effective customer life-cycle management isn’t just about responding to customers’ requests – it’s also about anticipating customers’ needs. Which is why proactive contact via phone or SMS at specific points in a customer’s contact history can be beneficial.

Traditionally, one of these points has been following customer registration, or when suppliers have identified that a high percentage of customers are churning to other suppliers.

Why stop there? Quiet periods could be used to contact customers and ask them if they were happy with their last service interaction – and if not, why? Get their ideas about how you could improve your product/service offering. Review their account usage and tell them about relevant special promotional deals. A proactive approach shows you’re prepared to go that extra mile.

6. Automate ‘seat sharing’ planning

With office space a big budgetary item in contact centers, managers are naturally keen to find ways to minimize physical space requirements. ‘Seat sharing’ is one option.

The problem with seat sharing is that it can take agents anything from 5 minutes to 30 minutes to find their seats by themselves. It can take a workforce management planner hour to sort out seat-sharing arrangements – especially if there are complex requirements such as ‘team seating’ and ‘special needs’ seating.

There’s a better way. By applying new automated workforce management techniques, managers can match up specific seats and their attributes with agents and their requirements. Open seats can even be matched up with individuals who don’t yet have a seat.

7. Remember different types of customers

A lot of customers wanting a basic service are increasingly tolerant of an automated process – and indeed are happy with it. However, when customers reject this service and abandon the call – perhaps because they want a more complicated service than they are being offered, one that necessitates them actually speaking to somebody – then you need to take another look at your processes to ensure customers remain on the line long enough to resolve enquiries.

8. Make sure self-service does not mean poor service

Almost every customer-centric environment has some form of self-service. Operators need to be very aware of how user friendly it is and how user friendly it sounds. Very basic, but vital to customer satisfaction levels.

9. Make sure you have enough able agents

Similarly, contact center operators with complicated product offerings need to ensure that the option to speak to an actual person is high up the automated call agenda. If the number of callers requesting this service is correspondingly high, the operator will also have to make sure that there are adequate agents available to take the volume of calls – otherwise the service level expectation will fall, along with the reputation of the company.

10. Give the right call to the right agent

If the call is presented to the right person, they will take it in their stride. There is much talk in the industry around ‘automating the repetitive tasks’, i.e. using technology to provide the services that humans would have done and it is commonly assumed that all processes have to be automated, but that is not the case at all. The amount of ‘automation’ should be determined by the client and can be increased or decreased depending upon the success threshold of the automation process.