Outsourcing work can benefit your company in more than one ways. It saves money, resources and a lot of stress. Outsourcing customer service is a great idea, although there is no universal solution or magic that works without problems for everyone.
But if you are ready to take the step and outsource your customer service to a outbound company that will […]
Telemarketing is one of the most vital parts of a lead-generation process. If you want to settle as many appointments as you can, fill all the seats of an event, or fill a database with prospects – look no further than the telemarketing. It’s the most direct and effective way.
But the thing is, telemarketing can be utilized in many ways, […]
Measuring First Call Resolution (FCR) precisely is not an easy task. The good thing is, customers don’t care if or how you measure FCR, they just want you to achieve it.
However, this doesn’t mean measuring FCR isn’t important, so don’t sweep it under the rug just yet. By getting the exact metrics for your FCR, you will find out if […]
Customer satisfaction and FCR (first call resolution) have an obvious correlation with one another. When FCR increases, customer satisfaction increases as well. Of course, the opposite is also true – if FCR rates drop, the customer satisfaction will also decrease. That’s why, the most effective call centers monitor their FCR rate and take the needed measures if this vital metric […]
Once you realize how important the FCR (First Call Resolution) of your company’s customer service department is, you will want to improve it and optimize it. This is because call centers now focus on measuring outcomes, rather than measuring efficiency metrics. In a word, one of the most important metrics you will need to measure is “Did we manage to […]
One of the greatest illusions of the modern business is that there is no connection between customers’ call center experience and customers’ loyalty. If you are asking yourself what is the correlation and how does this whole thing work – we will break it down for you in this article.
A recent research analyzed if the customers’ experience with a company’s […]
Customer service is a vital part of any customer oriented business. And as a primary way to communicate to your clients, it should be stellar and complete process that provides people with positive customer experience. However, the perfect customer service is not something that happens by itself. In order to achieve such state your company needs to follow 11 basic […]
Since most people contact customer support regarding a problem they have with the company’s product or service, it is understandable that they might be a bit irritated to some point from the beginning of the conversation. In such situation, the customer service agent should be very cautious to not cause a customer meltdown. However, there are some phrases that can […]
In our previous article we showed you some of our tips that can help you show appreciation to your customers, which will help you communicate easier with them and thus make them enjoy doing business with your company.
We continue with the rest of the tips in this article. Enjoy.
6. Fix everything that is bugging the customer – in most cases, […]
Getting customers to love your company is a hard thing to do. However, it is not impossible.
Except for the quality of your product, the next most important role in your company’s success is played by the customer experience that it provides. Your customer service department should be an well-oiled machine, but great customer experience should be a primary object for […]