Blog

 

Are you trying to determine whether to outsource your business’s phone calls?

 

If you are, there are a number of factors to take into consideration including quality, cost, service, flexibility and more.

 

The call center that you choose to outsource is going to constantly be in contact with your business’s prospects as well as your current and past customers. Regardless of who it is, it’s important to know that callers are going to leave them with a strong impression of your business.

 

That is why choosing the right call center for outsourcing can require significant consideration.

 

The decision may be difficult but a call center has the ability to have a tremendous benefit on your business. It can save you and your business time, money and resources.

 

Let’s get down to business.

 

Why Outsource?

 

In short, the benefits can help you grow your business:

 

·      Allows employees to focus on their job

·      Allows your business to redirect resources

·      Increases your customer base

·      Reduces your overhead expenses

 

Cost Advantages

 

Sure, an outsourcing fee might be high, but you will have to compare that to the total cost of hiring employees. How much would you spend on training your employees? How much would you spend on their benefits packages? How much would you pay to equip their desks with the right technology?

 

Outsourcing your business’s call center can help you to reduce these costly routine expenses over time.

 

What a Good Call Center Does

 

An experienced call center understands what it takes to grow your business because they have helped their other clients do the same. They can easily draw on that experience to help you.

 

A good call center will invite their client in for training. That way the client can feel comfortable in the results. The agents will bring their professional background and do their research on the client, but the client can really benefit by personally training agents on top of that.

 

Agents should be rigorously trained and tested on scripts, prompts, and company products and services in order to ensure that they professionally represent their clients in front of their customers. At good call centers, this is done to ensure the most professional experience for all involved and to better serve the customer during the process.

 

Handling Increased Call Volume

 

 

Increased call volume is extremely common during the launch of a new product, product and service promotion, certain times of the year, and holidays. Keeping up with call volume is a crucial part of maintaining a happy customer base.

 

A good call center will be able to help your business scale accordingly to deal with customer demands. Consumers have never had more choice. Businesses need to take every precaution necessary to ensure they stay happy, otherwise, they will leave.

 

Choosing the Right Call Center

 

Outsourcing your business’s call center can be a terrific move to grow your business’s leads and sales while allowing your employees to shift their focus back to core responsibilities.

 

 

Make sure that the call center you choose is committed to putting your customers first. It is important that they have the agents, technology and customer service skills to be able to handle not only your needs but your customers’ needs too.

 

 

We would love to talk with you further about the benefits of outsourcing your call center.

 

 

Written by: Amy Schiller

Read more...

 

Call control is an extremely important skill for customer service representatives to have.

It may even be the most important skill.

When a representative finds themselves receiving a call where there doesn’t seem to be an end, finding a way to resolve the situation and move on to the next call can be a challenge. This is especially true if the representative has not been in the industry for long or they were never properly trained.

 

 So, what exactly is call control?

Controlling a call involves getting information proficiently and quickly so that customer service representatives remain productive.

 

 Why is it important?

Customer service representatives are the first contact for customers and clients calling into a business. Not only do they address questions and concerns but they nurture relationships. This is why you need to be sure that your customer service representatives remain professional, friendly and courteous while leading the conversation.

 

Here are a couple of tips you can use or give to your team to make controlling a call a little bit easier:

1. Make sure the customer’s problem and desired solution are stated as early in the call as possible.

2. Have specific questions prepared for customers or clients who have issues explaining the problem.

3. Use close-ended questions – questions that can be answered with a “yes” or “no”.

4. Always wait for a pause in the conversation in order to redirect the conversation, don’t interrupt the caller.

5. Be sure to stay on topic and have the end solution in mind. This will set the tone for the entire phone call.

6. Remember to be friendly but not a friend. Answer questions that are off topic with short responses. 

7. Quickly wrap up calls in a pleasant tone.

 

Some simple language that you can use to set the tone:

“I’m sorry to hear this. In order to fix this today, we need to…”

“What we need to do first is…”

“I’ll talk you through the process…”

“There are several different ways that we can solve this issue. They are…”

“I have a couple of options that might help and save us time…”

“I’ll call you on Thursday afternoon to follow-up…”

“Sounds like we’ve covered everything…”

“I’ll get started on this right away…”

“I don’t want to take up any more of your time, so…”

“I have everything I need on my end…”

 

 

As you know time is valuable, especially when dealing with customers and clients. It’s important to be accommodating when on a call. It’s also important to have the capability to lead and remain in control during the phone call in order to resolve issues efficiently. 

 

Post written by: Amy Schiller

Read more...

Bringing Cool Back

Published on 05 October 2017

 

 

QCSS, bringing the cool back to the call center!

 

Video created and produced by: Gini.TV

 

Read more...

 

 

 

Integrity

Integrity stretches to all aspects of an employee's job. An employee with integrity fosters trusting relationships with clients, coworkers and supervisors. Coworkers value the employee's ability to give honest feedback. Clients trust the employee's advice. Supervisors rely on the employee's high moral standards, trusting him not to steal from the company or create problems.

 

Sense of responsibility

A strong sense of responsibility affects how an employee works and the amount of work they do. When the employee feels personally responsible for her job performance, she shows up on time, puts in her best effort and completes projects to the best of her ability.

 

Emphasis on quality

Some employees do only the bare minimum, just enough to keep their job intact. Employees with a strong work ethic care about the quality of their work. They do their best to produce great work, not merely churn out what is needed. The employee's commitment to quality improves the company's overall quality.

 

Discipline

It takes a certain level of commitment to finish your tasks every day. An employee with good discipline stays focused on their goals and is determined to complete his assignments. These employees show a high level of dedication to the company, always ensuring they do their part.

 

Sense of teamwork

It takes a certain level of commitment to finish your tasks every day. An employee with good discipline stays focused on their goals and is determined to complete his assignments. These employees show a high level of dedication to the company, always ensuring they do their part.

Read more...

5 Tips For Salespeople

Published on 04 October 2017

 

 

#1 MARKETING IN THE MOMENT WE LIVE.

The number one piece of advice I have for salespeople is you have to market in the moment we live. You have to reverse engineer consumer attention and deploy all of your time, energy and resources into producing content that is customer specific.

 

#2 AUTOMATION IS NOT THE ANSWER.

Sales is about people. You have to build relationships and broaden your network. You must empathize with your consumer and ensure top quality customer service. No app on your iPhone is going to teach you how to be personable! It is essential that you gain experience in interacting with the consumer.

 

#3 USE THE RIGHT TOOL FOR THE JOB.

If you have the greatest hammer, the greatest screwdriver and the greatest wrench but you don’t use them properly, you will be unsuccessful. It’s all about context. You wouldn't use a hammer to kill a fly! You need to know when and how to use the right tool to be successful in completing the job at hand.

 

# 4 CREATE MORE CONTENT. THERE DOESN’T NEED TO BE SALES OBJECTIVE FOR EVERY PIECE OF CREATIVE.

Instead of trying to sell, you now have the luxury of creating entertaining and practical content that engages and captivates your customers. The content you produce doesn’t essentially need to be directly related to your product; as long as you are focused on bringing value to the end consumer. Producing high-quality content increases your reputation and ensures networking opportunities!

 

#5 ADAPT – DON’T COMPLAIN!

THE MARKET IS THE MARKET!

You can't dictate where the market places its attention or decide what teenagers want to do with their hair, clothes, bodies, cell phones, friends, time or money. You just have to observe and react to current market trends! 

 

Amazing article by: Gary Vaynerchuk

 

Read more...

When You're On Hold For "2 Minutes"

Published on 29 September 2017

 

"Your call is important to us, please continue to hold."

 

 

 

How many people do you honestly think believe that their call is important to your company when they’ve been put on hold for almost an hour?

 

When consumers call customer service for help, they expect to talk to someone right away.

 

This is especially true if they grew up with the instant gratification of an online purchase or finding answers to questions by typing a few words into a search engine and getting a response in seconds.

 

Often, when people get stuck on hold they will turn to social media to vent about their experience and share their frustration. What’s even worse is that so many people can relate to the experience so followers begin to jump on board and join the conversation.

 

You’re probably thinking, “Well, no company can afford to hire enough staff to answer the phone as soon as someone calls. What’s the point of my company trying?”

 

It’s true that hold times are inevitable, especially at certain times of the year.

 

With the holiday’s coming up it may be time for your company to think about the consumer demand of talking to a live person.

 

People are now becoming accustomed to getting what they want, when they want it. This is something that you or I will never be able to change. Let’s adjust to the standard instead of trying to live against it.

 

Video produced and created by: Gini TV

 
Read more...

 

 

As you may know, hiring a B2B telemarketing company can be a great way to increase leads and sales.

Outbound calls can become the first interaction someone has with your business while inbound calls can drive in revenue and become the determining factor in lead generation. A well-trained B2B telemarketing company will know exactly how to efficiently process these calls.

Knowing what is involved in caring for another business’s customers is what separates an outstanding B2B telemarketing agency from the pack.

 

What makes the best B2B telemarketing companies?

The B2B telemarketing company that you choose will interact with your customers and clients on a regular basis. They will become an important extension of your sales and marketing efforts.

Before choosing your telemarketing company, here are a few factors to consider:

 

1.   Strong Customer Service Skills – The best B2B telemarketing companies treat your customers as if they were their own. Strong customer service skills means handling questions about the finer details of your business on the fly. It also means knowing how and when to vary the scripts. Not every call is identical, and not every situation can be resolved in the same way.

 

2.   Inbound Lead Generation – As you may know,the people who take the time to call your business are often your most qualified leads. These phone calls need to be serviced promptly and professionally, and these customers need to be left satisfied. The best B2B telemarketing companies understand and value these phone calls as an opportunity to truly make a difference for the client.

 

3.   Attention to Customers – Customers have options and competition can be high. Because of the internet, customers have grown accustomed to immediacy. Immediate attention and a quick resolution can make all the difference in lead generation and sales.  

 

4.   Commitment to Multiple Roles – Finding the right B2B telemarketing company can help your business with more than just sales and lead generation. That’s an important part of it, but they can also help with important communications services such as market research through outbound surveys, database maintenance, voice broadcasting announcements, and live web chat.

 

5.   Quality Training – When handling another business’s phone calls and leads, it is important to be ready in any type of situation. Remember, the call handlers are an extension of your business, so training is a crucial element to a successful relationship. Find a B2B telemarketing company where they train call handlers to be well-versed with your company and understand client interaction. Callers should understand the FAQs, for quality product knowledge. They need to understand the qualifiers to be a solid lead, appointment or sale.

 

Ultimately, the best B2B telemarketing companies will treat your customers as if they were their own. They put an emphasis on helping you to build your business, and work to add value.

 

The best B2B telemarketing companies understand that the job entails more than simply answering or making phone calls. It is about becoming an extension of your sales and marketing efforts so that your customers and clients are happy. 

 

 
 
Read more...

Take The Risk

Published on 26 September 2017

What would you do if you weren’t afraid?

 

 

 

Inaction is often safer than action.

 

 

The thing is, most successful people will tell you that they got to where they are because they were willing to take risks that no one else was.

 

Taking risks opens you up to new challenges and opportunities and it also empowers you to establish new limits in your mind.

 

 

This is the year of doing and there are less than 100 days left.

 

Ask yourself: what would I do if I weren’t afraid? And then go do it.

 

 

- We're leveling up our focus on Instagram, and we think that you'll enjoy it. Check out the content that we've been posting and comment on our latest post. 

 

- It's time to bring the cool back into the call center. We posted a new video on our YT channel last week. Check it out here.

 

 

TOP CONTENT

Every Time I Call a Hot Line

AMA Chicago Adds Chicago Call Center to Its List of Partners

5 Inbound Marketing Services to Grow Your Business

QCSS is on Pinterest.

 

 

Coolest Call Center on Earth 

 

 

Written by: Amy Schiller

 

Read more...

Every Time I Call A Hotline

Published on 15 September 2017

 

We took a look into the future and saw that for a business it is essential to have a strong online presence and a well built social strategy. We are currently focusing on Facebook and LinkedIn and the launch of LinkedIn video came just in time. Here is the first of our video series we've created to "Bring cool back into the call center."

 

 

 

Video produced and created by: Gini TV

Read more...

Is Fear Holding You Back?

Published on 13 September 2017

 

What if it doesn’t work? What if no one likes what I have to say? What if I sound dumb?

 

There are so many reasons that we decide not to pick up the phone and call a prospect or a lead. We put it off and find other things that we would be more interested in doing like calling relatives or grabbing coffee with a friend.

 

Is fear holding you back from calling your dream client or customer?

 

If it is, ask yourself, “What if I do fail? What is the worst that can possibly happen?”

 

If the answer to those questions is “Not a lot,” then what are you waiting for? Why aren’t you on the phone right now?

 

We act like picking up the phone and calling someone is wrong. A lot of us hate calling, especially cold calling because we hate to disturb people or waste their time.

 

Stop focusing on yourself and your feelings. Focus on what the other person can get out of your call and how they will benefit from your services. Doing this can help diminish fear and add value to the person on the other end of the line, a win for both parties.

 

At the end of the day, fear can be overcome by faith, purpose and value. Believe in yourself so that other people will believe in you. Then, watch business take off.

 

Instead of thinking about all the ways you may fail, concentrate on all the ways that you will succeed.

 

Every master was once a disaster.

 

Fear of failure stops far too many people from even attempting to achieve their goals.

 

Don’t let it stop you.

 

So, give us a call at 888.229.7046, or are you too scared?

If you are, contact us and we will call you because at QCSS, fear drives us.

 

 

Written by: Amy Schiller

Read more...