Tag Archives: contact 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