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Call Center Customer Service

Published on 27 June 2019

 

 

“Anyone can work in a call center. All you have to do is answer the phones when they ring…. Right?” Jilly scoffed, rolling her eyes at her friend Sammy.

“Well that’s not true Jilly,” cautioned Sammy, “If you want to be operating at a gold standard level, you can’t just answer the phones like how you would do at home”

“Really?” Jilly looked puzzled.

“Think about it. When you contact an agent at a call center, you want to speak to someone who knows how to quickly resolve your issue while providing you with a quality experience. I mean you have to know how to keep the customer satisfied without them having to come to your office in person to create a stink.” Sammy laughed.

“Thanks, Sammy, I never thought that a simple call could have such an impact on someone from a business perspective....”

 

Call Center Customer Service Tips

The fact of the matter remains that your selected B2B call agency is going to do most of the interactions with your customers. They serve as the face of your product or service. Bearing this in mind, we’ve compiled a short list of call center customer service tips which have been proven to achieve amazing results.

 

Neutrality is Key

Indeed, you may have an opinion about an item which a customer may show interest in, However having an opinion is not an invitation to share it, especially without being asked to do so. Likewise, when resolving a customer’s issue, demonstrate empathy but maintain a neutral stance. Doing so will allow you to find a quick solution for the customer with a clear thought process, unclouded by your personal bias.

 

Demonstrate Interest and Competence 

Take a genuine interest in the customer’s concerns and requests and the experience will be pleasurable for both parties. This way you are able to connect with the customer and keep your spirits vibrant. However, if the customer needs to be referred to someone else who can be of greater assistance, do so. The faster the customers can get the solutions they seek, the happier they shall be.

 

Deliver Professionalism, Honesty, and Respect 

Every customer deserves to feel like your most valuable asset as each one contributes to the success of your product or service. As such, the customer should always be treated with respect. To do so, you simply have to be mindful of their request and provide a compassionate response which resolves their inquiry. Always maintain your calm and professional demeanor. Do not attempt to engage in verbal warfare with the customer. If you can’t help them, allow them to know why you are unable to help and who you are transferring them to for assistance.

 

Make Useful Notations

It’s a good practice to have a notepad to jot down useful bits of information provided by the caller. Customers experience great frustration when they are asked to repeat the same information several times. Be an active listener and take notes to ensure you are not missing out any useful information. Perhaps having a predesigned spreadsheet to capture your information can further assist your organization process. You must be organized to deliver what the customer requires in a timely manner.

 

Patience

The reality is, by the time the customers gets through to a call agent, they are frustrated and seeking satisfaction. Translation - they are angry, shouting and possibly disrespectful. Remember you are not representing yourself but serve as the link joining the customer to the company’s product or service. Therefore you are to remain calm and handle the customer’s concern with patience. 

3 Key Ways To Improve Call Center Customer Service

Practicing our suggested tips for effective call center customer service will surely improve your agents’ performance when dealing with customers. Here is a short list of methods which be can be utilized to further improve upon the customer service experience which your partner B2B call center agency provides.

 

Provide Multichannel Support

Offering outstanding support is reliant on interacting with customers on their preferred channels. Be willing to focus on getting customers the tools and answers they desire through whatever means, whenever they want it. Therefore companies are encouraged to provide multichannel support which is available regardless of the device used for the inquiry. Your company would then be sufficiently prepared to meet the changing expectations and requirements of your growing customer base.

 

Improve With Feedback

Time must be spent to analyze the feedback provided by customers who interact with your products and services. Their feedback is meant to be used as an opportunity to find methods to improve so that customers feel that:

 

  • What they say matters. A personal response to their concern or a gesture to resolve their negative experience makes a major difference in keeping and gaining new customers. A potential customer can be easily lost with bad reviews or feedback from previous customers who did business with your company.

 

  • Your company not only listens but acts promptly upon the recommendations made. Customers who make time to participate in a survey do so in the hopes that there can be visible improvements in the not to distant future due to their well-intended feedback. Responding to the feedback by providing discounts, exchanges or waving various fees are but some of the ways your company can improve output.



Hire Dedicated Teams

If the heart is not in it, it won’t work. Many companies make the tragic mistake of hiring call center agents who do not possess what it takes to provide the A+ service that customers require. Meaning, such call center agents aren’t willing to or don’t possess the following values and are not:

 

  • Disciplined

  • Self-motivated

  • Responsible

  • Organized

  • Conscientious

  • Achievement-oriented

  • Empathetic

  • Methodical

  • Dependable

 

It is the duty of your call center agents to meet the needs of the customers by doing whatever it takes, such as troubleshooting an issue on site. Day or night your chosen agency’s agents must be there to provide superb support which adds value to your company.

Companies That Need Call Center Services

Wondering if your company could benefit from partnering with a call center agency? If you have a large customer base to keep satisfied, hiring a call center agency will significantly reduce the workload to allow your company time to focus on improving quality outputs with feedback received. Here is a short list of some of the companies who have benefited from outsourcing to call center agencies:

 

  • eCommerce Companies

  • Digital Marketing and PR Firms

  • Publishing and Media

  • SaaS

  • Medical Suppliers & Health Care Providers

  • Medical / Health Technology

  • Education Technology

  • Government Agencies

  • Trade Associations

  • Compliance Companies

  • Big Pharma 

  • The Fortune 500


Connect with us so that we can determine which customer service tips best suits the needs of your business. CONTACT US TODAY!

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Customer Service Support

Published on 27 June 2019

 

 

We’d all like to believe that our friend has a good idea of how a particular product we’re interested in works. But what happens when they’d actually admit that they just go by the seat of their pants and hope that what they try works. Amazing! But who has time to read through those pesky manuals? What exactly does purchasing an item under warranty cover?  Isn’t there a video tutorial for that? But the latest version of the product just came out. How does one get a free upgrade? So many questions…. And customer support is right there to help!

What Is Customer Service Support

Customer Service Support refers to a vast range of services which are geared at assisting the customer in making a decision about a product provided. The customer is encouraged to make a cost-effective and is also advised upon the correct use of the product. Assistance can take the form of:

  • Installation

  • Troubleshooting

  • Training

  • Planning assistance

  • Upgrading

  • Maintenance

  • Proper disposal of the product

 

And with the variety of devices, apps and software to interface through, getting assistance have never been easier. Customer service support is aimed at ensuring that the needs of the customer are met so that the customer may enjoy the experience. 

Importance of Customer Service Support 

What is the most important contributor to a company’s success? The CEO, Shareholders, Managers? Surprisingly, the most significant contributor to any business’s success is its customers. Therefore the customer’s experience should be of foremost consideration at every stage of the marketing process. So doing will encourage customer satisfaction, foster customer loyalty and ultimately have these customers become repeat customers. 

 

Customer Satisfaction

Once the customer feels confident in utilizing your product they will gladly share their experience to encourage others to solicit your business. However, the same is true if the customer has a terrible experience. They will not hesitate to prevent others who may have been interested in your product or discourage others who had a similar negative experience to share their own experience. It is therefore of the outermost importance that you cultivate, upon interaction with your company’s product, feelings of value and respect.



Foster Customer Loyalty 

Everyone loves quality at a bargain price. The key word here is quality. You’d be surprised to know that customers are often willing to pay additional fees for quality products and peace of mind. Pay an additional $10 and the package is gift wrapped and delivered on time…. Every time! That’s how business should be done! Then there’s the $3 option which will be delivered two months later and no return of item upon delivery… Which option would you recommend?

 

Repeat Customers

When a customer receives excellent customer service support they are more likely to return to do business with your company again. It is the experience which they enjoy which keeps them returning for more quality service and support. That way, the amount of money your customers spend at your company will increase. Moreover, if you have your product readily available in quantities which suit your customers' needs, they surely increase how regularly the purchase your products.

Forms Of Customer Service Support

As previously mentioned, customer service support encompasses a wide range of services which are all geared at maximizing customer satisfaction. Let’s take this opportunity to differentiate a few types of customer services offered. Bear in mind that all support is meant to cater to the needs of the customer.

 

Technical Support

Technical support refers to the support provided to a customer when utilizing an electronic device. Yes, manuals were included for a reason but not everyone has the eyesight power or understanding capabilities to grasp it all without guidance. The main focus of technical support is to resolve customer issues or difficulties with using their electronic devices. 

 

Social Media Support

With the innumerable social media platforms available, there are multiple means for customers to gain direct access to you. Facebook, Twitter, Instagram and the like are useful tools to get messages about your product out there. Yet, how are you supposed to respond to all your social media requests and still enhance the products you have for your customers. That is where social media support comes in handy. With a social media manager, your social media can be handled efficiently and effectively to ensure that your customers are not left feeling ignored and unimportant.

 

Self Service Support

There are customers who love feeling they can independently navigate through a simple purchase, troubleshooting and the entire lot. All they require is access to an information base. Therefore, your B2B agency can help create a bank of common questions or issues customers have come across and the possible solutions for those issues. The format of information made available to the customer varies from audio to visual with images and instructions where applicable to provide the necessary assistance. That way the customer takes charge of the process and learns how to self serve.



Phone Support

Yes, this type of support is the longest standing method of support, the telephone. Today with video conferencing, voice notes, texts, emails and advertisements, phone support is not the most popular. Yet the smartphones and other advanced cellular technology have evolved to a point where the telephone can facilitate much more than just calls. However, when a customer does decide to call, the agent needs to be aware of the details of products available as well as possess excellent communication skills.

Customer Relations vs Customer Service

Customer service as mentioned before are the services which are provided to the customer so that they are able to utilize whatever product or service you offer, effectively, efficiently and correctly. Customer service, although customer-centered, forwards the goals of the company also. Customer relations are fostered through or via customer service. It is as a result of providing customers with a service which facilitates relations between the customer and your company. These relations can, in turn, lead to long-lasting relationships. 


Are you ready to partner up with a B2B call center agency which is just right for you? CONTACT US today, to see how we can provide your customers with the support they need.

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We have an idea of what great customer service is. How many of us actually put that into practice? What are your company policies when it comes to providing excellent customer service? Are you treating customers how you’d like to be treated? 

 

Great customer service is the foundation of any business. It’s like building a house. And we all know to have, a strong, stable foundation is crucial in carrying the weight of the business. As an entrepreneur or business owner, you should evaluate your customer service standards to ensure your customers are satisfied. We’ve compiled this list of the 7 biggest qualities of truly great customer service as a guide to you when assessing your business.

 

Caring - Value for Money 

Providing great customer service comes down to one crucial thing caring. Not only should your company care about the products and services you offer, but you should ensure your providing value customer base. Ensure that the customer receives a working product which includes a manual or step by step guide for easy setup or use. If you’re a service provider, ensure that you deliver on time. 

 

Put in place a support system to answer questions, provide updates and general enquires. Make yourself available to your customers for any questions, repairs and or concerns. The customer should never feel dismissed, frustrated, or unheard. Your goal should be to provide great customer service to everyone. 

 

Passion - Aspire to Achieve Greatness 

Passion is a rare quality. It is what separates businesses which exceed expectations from those who offer mediocre service to customers customer. When a company is passionate about what they offer, they treat their customers with value and respect they deserve. 

 

To offer great customer service, you need to know who your potential customer is. Research what are their desires, pain points and goals. Ensure that the product or service you’re offering provides value to your customers. 

You and your team should go the extra mile to ensure quality products and services are delivered at all times as well as outstanding customer satisfaction. Don't make money and profit be your motivation. Let your passion for providing great customer service be your motivation. Do you want to gain loyal customers? - position yourself to be the brand that they trust. 

 

Service Mindset - Providing Outstanding Service 

 

Companies with great customer service don't view customer service as a policy. Instead, it’s an organizational mission that proves to represents what the company stands for. Without a spirit of helpfulness, there is no basis for customer service at all.

 

Excellent customer service does not only relate to problem-solving. It should be a culture adopted by your entire team. The customer's needs are the top priority. Providing exceptional service is a reward in itself. 

Clear Communication - The Human Connection 

 

One of the most important aspects of great customer service is clear communication. 

Clear communication isn’t as easy as it sounds. We tend to use automation and generic operators to connect with customers and speed up response time. But there's nothing like the human touch. 

 

Many issues need to be escalated and handled by you or someone on your team. To resolve the issue you first need to listen to the customer's complaint. Then it's best to repeat it back to them to ensure you capture and understand their plight. Then you provide solutions after you have assessed the situation. Effective communication involves putting yourself in the customer’s shoes and a providing simple explanation to get to a quick, solution for all parties. Often times, this means eliminating the jargon in favor of language that even the non-technical can understand.

 

Your team needs to be flexible, patient, and possess self-control because each client is unique. As an entrepreneur or employer ensure that your team is trained up on the latest customer service techniques.  

Willingness - Be Proactive 

 

A dissatisfied customer will always become more irate if presented with automated systems, excessive transfers, or long hold times. They should be able to contact an actual human being to assess the issue and suggest the appropriate solution. That individual should approach the situation with a calm attitude and willing to help. 

 

Having multiple communication channels is essential in providing excellent customer service. People are busy. Being available for a direct call, 24-hour tech support with live chat, or via social media channels are all great options a business can utilize for communication. Having a clear schedule and providing after-hours and weekend customer support is an added bonus for customers. Be the type of company that customers can rely on. You’ll be ready and eager to help when they need you. Great customer service stems from adopting this attitude. 

Repeat Customers - The Gift of Referrals 

 

Excellent customer service should not be solely focused on taking care of customers. It must also be largely geared toward a good reputation and the desire for repeat customers. Establishing an awesome relationship with your customers is key for repeat business. It is vital for companies to understand who are their target customers, what their pain points are, and how to best serve them. 

 

The goal of customer service is to transform an unhappy customer into a customer who feels delighted by the service they just received. People spend tons of money on ads daily. Here’s one of the best-kept secrets across all industries - Happy clients = endless referrals. 

 

When customers love what you do and how you treat them, they’ll tell the people they’re close to. You’ll position yourself as a brand they can trust.  When trust is present, customers will not only purchase over and over again, but they’ll spread the word of how awesome your company is. 

 

Importance of Great Customer Service

Ultimately, the happier your customers are, the more prosperous your business will be. Having great customer service at every level of the buyer’s journey ensures you have a growing customer base. Strive to be an industry leader in customer service, and your business will flourish.



Great Customer Service Tips

 

  • Live chat/ customer support portal 

  • Have an up-to-date Knowledge Base

  • Multiple communication channels 

  • Hire applicants with experience and enthusiasm. 

  • Train employees on the newest Inbound strategies 

  • Make sure service and procedures are consistent across the board 

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Helpdesk Solutions

Published on 10 May 2019

 

 

Just when you think that you’ve covered all the bases on your website, here comes a customer with a question for clarification on something. Or maybe another customer has a faulty report and would appreciate advice moving forward. Whatever the case, helpdesk solutions are a few clicks away. When properly executed, helpdesk solutions can help ensure that every customer feels valued as their needs are promptly addressed.

 

What is Helpdesk?

The purpose of the helpdesk is to provide users with a single area where they can gain assistance with their inquiries. This is achieved through the use of specialized designed software or tracking systems. The aim is to keep track of their users concerns and easily find solutions and prioritize customer issues to provide support.

IT Helpdesk

IT helpdesk refers to a department within an organization which is responsible for handling the technical questions which users may encounter. This department utilizes software which allows them to prioritize, organize and resolve issues in an efficient manner to improve customer satisfaction. IT helpdesk provides assistance both internally and externally.

 

Externally or outbound helpdesk is geared at answering the questions of customers via a customer portal, embedded widgets on your website, email, online chat, or telephone. As a result, the customers are provided with quick and easy answers to their inquiries. Internal or inbound helpdesk is geared at providing timely assistance to various other employees within the organization. In so doing, employees are able to perform their assigned tasks efficiently.

 

What Is A Helpdesk System?

Helpdesk is a customer support system utilized to provide vital assistance to customers through the use of helpdesk software. It is the software which provides an opportunity for your IT department, in collaboration with your chosen B2B agency, to enhance the customer experience thus boost sales. Remember, the right tools in skilled hands produce amazing results. The helpdesk system is meant to turbocharge the capabilities of your IT department in meeting the needs of the customers and employees of your organization.

 

This system includes but is certainly not limited to:

  • Ticketing system

  • Extensive reporting capabilities

  • Smart automation

  • Innovative integrations with IT management apps

  • Deployable via web or network

 

These, in turn, facilitate effective management of the overall customer experience. Consider using the helpdesk system to manage:

 

  • Changes which occur within your organization

As you know, changes need to be made within your organization such as with statuses and roles as the business experiences growth and further development. Therefore templates can be created to facilitate smooth transitions, keep employees up to date as well as provide timely information and a record of changes made.

 

Additionally, these changes may be configured and automated to provide notifications and updates to those concerned. Plus, having a record of the changes made facilitates report generation to continually assess and improve outputs. Informed decisions can be made and unnecessary risk-taking can be eliminated.

 

  • Incidents which arise when providing various products or services to customers

Imagine all your incidents organized in such a way that tickets are sent out to help provide timely solutions and most importantly prevent the reoccurrence of negative incidents. Incidents are properly classified and sent to the appropriate channel for resolution.

 

Customers should be able to access a technician to resolve their issues as soon as they log on to the helpdesk. When the needs of the customers are promptly addressed, customer satisfaction ratings improve and an opportunity for learning is provided. That way, there is no need to repeat negative incidents when there is already a template or operating procedure to effectively handle the situation.

 

  • IT project management

Simply put, through IT project management, you are able to, from a central location, manage multiple projects to delivery consistency. This project management tool provides the portals to:

  • create milestones

  • check the progress of tasks

  • manage resources within a budget

  • set roles and assign access to individuals collaborating on a certain project,

  • collaborate with teams

  • check results to analyze trends and eliminate risks

 

IT project management enhances your customer experience as they often feel directly in contact with a team who can fulfill their request for support. Additionally, this is closely monitored to ensure that employees are on ball with providing excellent customer support and doing so within schedule.

 

  • Asset management

It is important that you are aware of the assets you possess and their value added to your organization. To properly manage your assets, consider scanning your devices using simple scanning software. Doing so allows you the opportunity to identify and isolate malware, restricted or unauthorized software which inhibits effective output. You want to ensure that throughout your organization, the devices and software for their use can enhance their output to improve customer support.

 

Moreover, you want to ensure that your devices are up to date with their various licenses and compliances. Also, get notifications in advance before software expires to interrupt your automated workflow experience.  Compare, also, the value that the various software add to select the ones which suit your organization’s needs best.

 

  • Integrations

Ever thought of what it would look like to be able to sit at the center of your organization and just have a peek at what every level of your organization is up to? Well, the helpdesk integration software can provide you with the opportunity to do so. Helpdesk integrations allow you to have access to a 360-degree view of what is happening within your organization with a single window.

Helpdesk Solutions

With all that the helpdesk system makes possible for effective management and customer support, the solutions offered are timely and relevant. Selecting the helpdesk software which bests suits your organization and your selected B2B agency will be a sure asset. The platforms utilized for helpdesk contribute significantly to the earnings of your organization through improvements in customer service.

 

Need help selecting the right helpdesk system to provide the solutions required for your organization? Let us know how we can help.

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Two friends are having a discussion about their experience while shopping online. Each friend tries to out-do the other as they compare the positive and negative experiences they’ve had while shopping for various products. A third friend comes along to join the discussion already in progress and asks if they had ever tried a product which is offered by your company. What type of experience will they relate to each other about purchasing your product? Will they each share delightful reminisces or share tales of woe?

What is Customer Experience?

Customer experience and customer service are usually mistaken to mean the same thing. Though they are linked, they are by no means the same. Customer experience refers to the thoughts which are foremost in the customer’s mind when it comes to dealing with your product. It is the impression imprinted upon the customer from the moment they seek out your product until they are finally able to use your product. Further, it is defined by the exchanges which occur between your business and the customer and the resulting business relationship which comes into being.

 

Customer service, on the other hand, only deals with one aspect of the customer experience. To achieve a complete analysis of the customer experience, both the product and the people must be considered. Yet, excellent customer service tends to ensure that the customer experience is a positive one. As a result, your business can gain a repeat and a potentially loyal customer. For this reason, it is increasingly important that your chosen B2B Agency and your business liaise to discuss and share ideas. Considering that customers are willing to pay up to 16% more for a product simply because of the experience they want… Perhaps the customer experience should be given a closer look with steps to improve customer satisfaction.

 

B2B Customer Experience

It is pertinent to note that you must first plan the experience which you want your potential and current customers alike to have. If you do not anticipate and prepare sufficiently, failure awaits. B2B decision makers are keenly aware that customer experience provides a clear pathway for business growth. With multiple leaders, the path forward isn’t as clear cut as it should be.

 

B2B customer experience is usually hampered by one thing. Once this elephant in the room is addressed, the benefits of B2B agencies prove their true value. Movement in unison - that’s it. In other words, if your business goals and that of your selected B2B agency move in opposite directions, the B2B customer experience will surely suffer. How can we navigate past that hurdle? Glad you asked.

 

A Collective Effort

The entire organization needs to step up and do its share. Every team and department, from sales, customer support and onwards needs to pitch in. And of course, the executives of each department has to guide their members accordingly. No one left behind. Fact is that your customers aren’t all total strangers. Some of them are your employees who surf for stuff in their free time. Feedback is key for creating room for improvement.

 

Therefore, regular communication within the organization and between your B2B agency is necessary. Your chosen B2B can sift through the online customer surveys to provide useful tips which can help to improve upon both products and services. Also, the departments within your organization can also provide leads which your B2B can follow up and vice versa.

 

The Right Set of Tools

The increase in the use of digital technology to achieve tasks has almost made the buying process void of human activity. Customers enjoy being able to select the items of interest and provide the necessary card information and await product arrival. Your website needs to be optimized to provide features which efficiently accommodates this growing digital customer base.

 

Live Chat features can prove useful to allow your B2B agency to take care of for your customer needs. Customers have questions, concerns, and experiences they wish to share. Knowing that an answer is a keystroke away is simply a step in the direction of keeping your customers satisfied.

 

Cater to Customer Needs

As much as it may be safe to assume that all customers may utilize the same methods to interact with your product, they don’t. Customers may be grouped according to their specific behaviors based on the product or service offered. As such, your company is expected to create packages to suit the customer experience sought. When customers feel that your product or service has been specially designed with them in mind, a personalized experience will surely add value.

 

‘One-click’, ‘analytic’, and ‘solution-type’ customers are just examples of customer types which would require special catering. Each requires increasing sophistication in the approach. However, ‘solution-type customers’ require the most attention to details such as strict security restrictions, great liability risks, and established regulations. With the right B2B agency at your side catering to your customers’ needs can become a frictionless process to boost customer satisfaction levels.

 

Customer Experience Management

Remember, before you decide to reach out to clients you must already design the experience you wish them to have. In order to properly manage the customer experience you wish to provide, here are a few things to consider.

 

Know Who Your Customers Are

How are you going to prepare an experience if you do not know who you are preparing the experience for? Exactly. So you have to do the research to find out who are the ones who would be interested in your product or service. Thankfully, there is a wealth of information available out there to facilitate this. Therefore, it is important to create an experience which is secure and quick. Time is of the essence. Everyone has a job to do to make the customer experience the best one possible.

 

Adopt A Customer-Focused Approach

Every piece of information you put out there is a reflection of your product or service. Advertisements online, phone calls and billboards are a few methods used to generate interest in your product or service. Much care must be given so that your company’s output achieves the desired results instead of keeping the customers you wish to have away. Therefore all employees must be aware of their role in making the customer experience a memorable one.

 

Centralize Data

Navigation online isn’t the easiest task for everyone. Have your information in a centralized location. That way your customers can easily access what they need to make informed decisions. Additionally, ensure that useful information is readily available. Thus reducing having to go through a series of emails and correspondences to find out how long an order will be processed. Also, with the right tools, your B2B agency can provide quick responses to any concerns which customers may have.

 

Be Device Friendly

Access to the internet has been made available through a variety of devices. No longer is one limited to the desktop computer or laptop to access information online. The advent of smartphones has and continues to evolve to encompass great capabilities. However, there are websites which have difficulty opening properly on a mobile device. Design a website with useful information, which is accessible regardless of the device used.

 

Has your business designed a customer experience for your customers? Have any of our tips helped you in developing new methods to improve the customer experience your company offers? Let us know below.

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Revenue Growth

Published on 03 May 2019

 

So here comes another annual meeting where the different departments present reports updating their progress at the close of the financial year. It’s expected that every department has contributed in some significant way to the revenue generated for that year. So… how has your department contributed? Has there been any revenue growth? And what can this information facilitate moving forward? Bet you’re breathing easy if you have the asset of a B2B trump card!

What Is Revenue Growth

Revenue growth refers to the increases (or decreases) which have occurred within a company, over the course of one period to the next. This is usually illustrated as a percentage. Thus making it convenient to use, to identify trends and patterns in the business.

Types Of Revenue Growth

  • Sustainable Revenue Growth

Sustainable revenue growth is geared at ensuring some sort of balance is obtained so that your business can thrive. In order words, your business needs to ensure it can support the revenue which it earns. If the business can not meet the demands of the client, well… Therefore, sustainable revenue growth informs of the margins at which revenue can grow.

Let’s say your business grows faster than your revenue growth. It shall consume the resources of your balance sheet faster than it can replenish it. This, in turn, would evaporate the resources required to finance its growth and all other current operations. The result - BROKE!

Fortunately, if your business revenue grows slower than its sustainable revenue limit, that’s a plus. Your business will then be able to build up its finances which will, in turn, ensure that resources remain available. Soon, your business can easily finance its operations without acquiring additional debt or equity.

 

  • Organic Revenue Growth

Organic revenue growth refers to what is done within your business to assist the growth of your business. This does not include mergers or acquisition of businesses. Organic growth is concerned with the growth which comes about as a direct result of sales of the existing product for the period. This type of growth is usually analyzed quarterly or yearly to properly assess organic revenue growth. Organic revenue growth is achieved when sales promote a drive in output.

In order to be successful at organic revenue growth, promotions, customer service, and the product line need to be at optimal levels. Investors, shareholders,  and potential investors are interested in knowing that your business is bringing in returns on their investment. That means your business must be able to bring in more profit than it did during the prior period of review.

 

  • Inorganic Revenue Growth

The acquisition of companies, take-overs, and mergers are key aspects of inorganic revenue growth. This type of growth is concerned with making purchases or partnerships which will continue to bring growth to your business.  

How To Calculate Revenue Growth

Revenue Growth Formula

Let’s say for instance you made $56,000 in revenue in 2017 and $70,000 in 2018, there is cause for some celebration. In order to calculate the revenue growth, a few steps will achieve your desired figures. The formula for calculating your revenue growth is simple:

(Current Year Revenue - Prior Year Revenue) Prior Year Revenue

When applied, it would look something like this:

 

$70,000 - $56,000=  $14000

         $56000$56000

 

=0.25 x 100%

=25%

In this instance, your business has experienced a 25% growth in revenue for the period 2017 to 2018.

 

Revenue Growth Management

It is important to analyze the information gleaned from calculating your revenue growth to maximize your business’ revenue growth. Doing so will allow you to make predictions based on your consumers' habits which will foster optimised pricing and availability of your product. Simply put revenue growth management allows your business to efficiently market and sell your products to the right customers at the most promising of times.

However, to achieve this, your business must take time to perceive what the customers value and provide that service or product at a price which the customer will find irresistible. Therefore as a provider, you must be willing to adjust the prices of your product to suit the needs of your customer but also draw in increased revenue for your business.

As a result, a disciplined pricing strategy is often the most critical in revenue growth management. Consider also, promotions as a means of attracting customers. This is helpful, especially if your inventory is up to date and you want to move various products in large volumes. Discounts also attract and generate interest in products which in turn help grow revenue for your business.

 

Revenue Growth Rate

The revenue growth rate is a measure of the percentage increase over a given period, for example, month to month. This sort of measure is necessary to assess how successful a given product or service is. The revenue growth rate provides a clear indication of how well a product or service is doing.

It is advisable that initially the product is monitored on a week to week basis during the early stages of the startup. Moreover, the revenue growth rate can be used to consider how viable particular industries are or which businesses will provide great returns on investment. Consequently, there are benefits and problems with finding the revenue growth rate for your business.

On the upside, because the time frame can be adjusted accordingly, you can get timely feedback, on the progress or lack of, for a given product. Also, founders and investors alike can closely monitor the progress of their investment. However, this can also be misleading as startups usually experience exponential growth at first. Yet there is no guarantee that the growth will continue as economic, political and social factors may impede growth.

Which type of revenue growth do you think will help identify the best trends and patterns to help scale your product? We look forward to reading your comments.

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Demand Generation Vs Lead Generation

Published on 25 April 2019

 

Business is great and you’ve got a well-established brand which is distinguished from other competitors. Your business has this product, we’ll call it - ‘Q’. Q promises to be this innovative product which every household can benefit from. Your sales team is lit. There’s lots of work to be done. How are they going to generate interest in the product, ‘Q’? Which customers can, will or could benefit from this new product? The answers will explain how demand and lead generation differ.

 

Demand generation and lead generation are often mistakenly used synonymously. However, they are two completely different processes. Demand generation is concerned with generating interest and consequent demand for a product or service. Lead generation deals with vital customer information from which leads can be generated. Simply put, demand generation creates the want for your product, whereas lead generation finds clients for your product.

 

B2B Lead Generation Tips

Lead Generation refers to the process of finding and following leads to increase customer base and increase sales. It forms a necessary aspect of any marketing campaign. Your business must have a targeted audience who is expected to benefit from the product or service offered. But what can you do to assist your lead generation team to find more leads? Here are a few tips you could consider to increase leads for your business.

 

Use ICP to Filter Leads

An Ideal Customer Profile (ICP) needs to be established so that you know who your target audience is. ICP refers to a detailed description of the ideal customer as well as the suggested benefits which such a customer can present to your business. This will also allow you to focus on how that ideal group could be converted into clients. Your selected B2B agency can assist in this process by executing the data search for your decided ICP. They could also assist by helping to develop a detailed ICP for your business with you.

 

Utilize Social Media Platforms

With the wealth of potential client information available on social media platforms such as Twitter, Facebook, and LinkedIn, potential clients aren’t in short supply. The wealth of clients available on these platform and nifty tools such as followerwonk can help you sort through the potential to lead to the actual. While you’re at it, comment on other blogs, respond to tweets which you find interesting or support your own views. This also helps to get your name out there and generates interest in what you have to offer.

 

Automate Aspects of Your Marketing

If you have a wealth of content available, automation might be one of the best options available. This can also be the responsibility of your B2B agency, to automate your content by creating drip campaigns. Or your social media platforms could also be automated to post your content at scheduled points on your behalf. The more information you put out there for your audience, the greater the interest in your products and services.

 

Consider E-mail Marketing

With the advent of the internet, the typically mailed letter has diminished in volume. The volume of mail is now mostly electronic and online. This e-mail marketing, however, is not as easy as it sounds. Yet with your selected B2B agency, you can decide on engaging and concise content and images for newsletters and emails. Remember to add your signature to the letters to promote authenticity.   

 

B2B Demand Generation Strategies

Demand generation is a more thorough process which requires a much closer look at customer patterns and interests. Interest in the product is carefully nurtured to develop leads. Demand generation may prove daunting when left to your sales team to do it all from scratch. Thankfully, there are B2B strategies available to help you navigate the seas ahead.

 

Let’s consider a few demand generation strategies which may assist in generating a desire for your product or service. The importance of demand generation should not be overlooked as it serves as a bridge. A bridge connecting your product or service to the clients.





Team With Sales

Your sales team has the product and it is the duty of your selected B2B provider to propose strategies which can assist desires of increased revenue. That way the slack, which may arise once deliveries have been made, can be covered. Perhaps there are deals which didn’t work out. Although they may appear as dead leads, demand generation members can follow up to find solutions for future issues which may arise or to regain customers by resolving their issues.

 

Have The Necessary Equipment

In order to work efficiently, you need the appropriate tools to facilitate your progress. Ensure that you have a sales funnel and other technology to smoothly manage your customer and service relationship. Systems must be established to handle the traffic which will be sure to arise such as - customer service, marketing automation, content management, and customer relationship management. The necessary platforms must be put in place so that efficiency and customer satisfaction remains at a high ranking.

 

Know The Right People

Be aware of others within the industry you provide your service. Everyone didn’t just make it to the top by doing it all alone. Associate with noteworthy individuals of your industry at webinars. Foster relationships with others within your industry. This will bring experience, and provide opportunities to develop trust. Your hard work will surely pay off. Success at so-doing will surely boost brand-awareness, build vital relationships and foster prospects for the demand generation team.

 

Create Content

If no one knows about your business or the product or service offered, failure shall be the inevitable result. Your prospective clients need to know about you and what you offer. Therefore you must ensure that you generate and publish content. What can you possibly use for content? With every business, there’s a unique story about why it got started, goals, accomplishments, product information and so much more. Audiences want to know about it all. How else are they going to know that you’re worth their time and interest? Plus their piqued interest will help your demand generation team zero in on captivating and maintaining their interest in your product or service.

 

Consider Lookalike Audiences

Have you ever played the game, ‘go fish’? The version where you want a specific card and if no one has it you have to go fish? Well… Once you are aware of the audiences who are responsive to what product or service you offer, seek them out. With numerous social media platforms out there, there is a large expanse of potential clients available to present demand generation opportunities. These are the audiences available on platforms such as Facebook, who share similar likes to your already established niche. Have a look.

 

Which B2B strategy did you find most helpful? We would love to hear how any of our mentioned tips or strategies were helpful in your selection of a suitable B2B agency.

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Appointment Setting Services

Published on 25 April 2019

 

The screen of your cell lights up in the darkness. You’re in a daze but the ringing persists. Who could it be? You don’t recognize the number but you answer. It’s an unfamiliar voice asking if you have a minute to spare to hear this quick pitch. In the mood you’re in, you’re about to blow this cheerful telemarketer away, when he asks, “How has your day been so far?” At that moment, time stops. A WILLING EAR? You talk about why you’re feeling so down and get some really great outlooks on things. Within the first five minutes, you feel loads lighter and guess what… Now you’re really interested in that ‘quick pitch’.

 

Appointment setting services provide your business with the telemarketer willing to pitch your product or service to gain, maintain or regain that client. Appointment setting provides a comfortable environment for your business to simply make and deliver the product and or service available. Appointment setting services usually increase sales through:

 

  • Cold calling

  • Generating & Converting Leads

  • Scheduling Qualified Appointments

  • Assisting the company in the acquisition of clients

 

B2B Appointment Setting Services

Business to Business Appointment setting services allows your business to work directly with your selected appointment setting service provider. This appointment setting service provider may serve as your sales team. As such, the main purpose of an appointment setting service is to increase sales for your business.

 

If however you already have a sales team, appointment setting services can do the cold calling to provide your sales team with warm leads and qualified appointments. The business relationship established between you and an appointment setting service can ensure that there is a steady stream of work for your business.

 

Lead Generation Appointment Setting

The central focus of lead generation is to convert interested potential clients into buyers of the product or service your business provides. Although this sounds like a simple enough process, it can be fruitful only when done properly. You must decide what sort of campaign you plan on developing with your appointment settling service provider. Do you wish for your selected service provider to:

 

  • Find and deliver warm leads

  • Convert leads into qualified appointments

  • Fill your sales funnel

  • Sort through potential clients to select important and fruitful ones

  • Compile lists of potential leads within a given industry

  • Assist in reaching and maintaining customer interest

  • Develop methods which distinguish you from the competition

 

Remember, to achieve success, your selected service provider must share the vision of your business. Also, they must be able to communicate effectively with potential clients to have them pay mind to your products or services.

 

Sales Appointment Setting

Does your business have a sales department? Are they bringing sufficient and qualified leads to your company? Do these phrases, “not interested”, “we’re already set” and “no thanks” demotivate your sales team? If your sales team is not generating the results your business requires for success and expansion, it’s time to consider sales appointment setting services.

 

By hiring a B2B sales appointment setting service, you will have the time necessary to improve upon the quality of your service and product. Meanwhile, your selected business associate will drive sales your way, thus allowing your business to thrive. Your selected sales appointment setting team can assist with the following:

 

Organization

Keeping your customer information organized and accurate. It is easy for things to get jumbled and disorganized which can, in turn, result in costly mistakes. To facilitate your customers, you need to know who they are, what they want, and how your business can accommodate.

 

Focus

Your sales team will be inefficient if they have to find the leads, do the cold calls and the close the deal for themselves. Too much time will be wasted finding and qualifying leads. With a sales appointment setting service, your sales team can focus on what matters most to your business - closing deals (making sales). They can spend their time providing the clients with the services and products they desire. This will produce positive results for your business. Clients will see your prompt and efficient service and even recommend your business to others.

 

Beneficial & Cost Effective

Sales appointment setting can be an innovative method to save useful business resources. The searching, hiring, interviewing, and training required can all be outsourced. While they handle the training of their telemarketers who will assist in the acquisition of clients, you are able to invest your money wisely where it will be most beneficial.

Appointment Setting Companies

As the name suggests, appointment setting companies handle leads and get results. This takes quite a load off your business hands, for sure. Sit back, and wait for the warm leads to flood in? Before you commit your absolute faith in the first appointment setting companies who sound right, consider the following:

 

Type of Relationship

What type of relationship do you wish to have with the appointment setting company you plan to select? If you plan of having a B2B relationship ensure you select a reputable company with experience. Quality service is a must, as clients respond better to non-manipulative tactics and gimmicks. Be mindful to select an appointment setting company that has the perceptiveness required to get your desired goals.

 

Cost

Although appointment setting companies can boost sales with the right approach, can you afford it? Ensure that you select packages which suit your needs. There are appointment setting companies who provide standard packages at a fixed rate or customizable packages. Assess your business needs and choose packages which are both suitable and affordable.

 

The Script

Remember that your business is being represented by your selected appointment setting company. Therefore you should provide an outline of a script that the telemarketers can use when reaching out for potential leads or clients. If your script is not suitable then the two of you can collaborate and decide to use a script yields the results you wish to achieve.



Progressive Movement

You can not be assisted by an appointment setting company which has poorly invested in its own growth and development. You need to select an associate with progressive ideas and actions. Choose an appointment setting company which invests in the necessary software and hardware to achieve success in finding leads and increasing sales for your business. Additionally, this selected company must be willing to utilized forward-thinking techniques and strategies to keep ahead of the competition.

 

Can you suggest another tip which one should consider before selecting an appointment setting service? We’d love to know what you’d suggest.

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Telemarketing Services

Published on 17 April 2019

 

 

Arthur Miller’s Play, ‘Death of the Salesman’ shed light on the plight of the traveling salesman. In a time when phone calls were a complicated and costly process, the job of the traveling salesman was uncertain. Though one fictional tragic salesman did meet his unfortunate end, so-doing brought life to a different version of the salesman in modern-day reality. May we now introduce, without further delay - Telemarketing services.  What are these - telemarketing services? To be summarized in a sentence - An opportunity for your business to grow and expand your customer outreach without doing all the groundwork yourself.

 

What Are Telemarketing Services

You already have a great product or service. Now you need customers who will benefit from that product or service you are offering. Are you prepared to call those 500 potential customers? How are you supposed to handle those calls, schedule your meetings, and deliver on services requested? The crystal ball predicts a steady stream of 24-hour days ahead. Yet are you aware that there are telemarketers who are willing to find you that inch in, you’ll certainly benefit from?

 

Telemarketing services perform the duties of the archaic traveling salesman, in the modern day. Simply put, telemarketing services strategically market products or services by calling and or video conferencing. This is achieved through the use of phones or the internet. Thus the consultant is able to contact prospective customers via the phone or other means of communication such as emails. Services provided through telemarketing include:

 

  • Appointment Setting

  • Lead Generation

  • Email Marketing

  • Event Marketing

  • Verification of Data Services

  • Digital Marketing

 

Outbound Telemarketing Services

Outbound telemarketing is a dynamic sales approach used by your company’s telemarketers to maintain and grow your customer base. As an employee of your institution, they have access to customer database which can help them assess customer information, purchases, and patterns. That way they are able to target groups of customers to solicit their purchase of your service or product.

 

If, however, your business may not have such a team of telemarketers to perform such a task. Outbound telemarketing services are available to cater to this task for you. Once your customer database is available, the information can be analyzed to identify a range of information. This list may include information pertaining to:

 

  • The problems customers experienced which may have caused them to discontinue their use of your business. A thorough inquiry may very well provide useful and timely solutions and suggestions.

 

  • What items customers usually purchase to identify which products may need to be replenished more often; which accessories could be also marketed, etc

 

  • Addressing client needs which if left unattended may lead to loss of customers and potential customers. Maintaining customer satisfaction levels is the key focus of outbound telemarketing services.

 

Inbound Telemarketing Services

Inbound Telemarketing Services are geared at answering the customer calls. I’m certain that you’ve seen those toll free numbers at the end of a TV commercial. That’s the sort of traffic we’re referring to here. Can you imagine the exact commercial is played on the television screen of countless individuals at the same moment?

 

What if, being modest here, a thousand people decide to call at that exact minute??? Inbound telemarketing services cater to the needs of these potential or returning customers. In so doing, these customers can have someone available immediately to facilitate their purchase of or inquiry into the product or service your business is offering.

 

B2B Telemarketing Services

B2B??? This creative acronym simply means Business to Business. B2B Telemarketing Services occurs when you allow the experts of a telemarketing business to provide you with the guidance and assistance needed to scale your business. Working as a team, your business has a greater opportunity for growth and development.

 

Perhaps you just don’t have the manpower available to handle all the calls which may come about once your product has been shipped off. With the assistance of the right telemarketing services provider, your business can extend its reach immensely.

 

Telemarketing Services For Small Businesses

Small businesses which have dreams of growth and scaling their brand would surely benefit from telemarketing services. Here are a few ways in which telemarketing services can help you scale your small business. Scale my business? Yes. By merely outsourcing to the right telemarketing service you can help your business, in a few of the following ways:

 

  • Quality Control Alert

Outsourcing to telemarketing services gives your business the opportunity to focus on making sure the product or service available is up to date with customer satisfaction. Unsatisfied customers are usually not returning customers.

 

  • Increased Customer Satisfaction

A greater level of satisfied customers would be sure to result when there is someone there to answer their call. With 24/7 telemarketing services available, time zones should not be a factor when a customer needs an issue resolved. That extra service would surely be an encouragement to be a return customer.

 

  • Lead Generation

Greater leads would be available which you would not have to search for yourself. Provide an outline of what type of customers you wish to target and information about the product or service your business provides. That simple.




  • Insightful Feedback

Remember, feedback provides an opportunity to improve. Useful feedback can serve as a means through which necessary corrections can be made. Additionally, the quality of the calls made on your behalf is also monitored to ensure that your customers receive the best possible service, on your behalf.



Which of the telemarketing services mentioned would suit the needs of your growing business? We are eager to know which one or combination would work best to suit your business needs.

 

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Call Center Services

Published on 15 April 2019

 

Tired of your team dropping the ball by simply not picking up the phone. Or missing those once in a lifetime opportunities when all you had to do was pick up the phone and dial the number. You’re one person. And although you must have systems in place to prevent those missed opportunities from happening - bottom line is they still do. Be honest with yourself, with all the additional services which your business provides, how much time is actually dedicated to answering the phone? The correct answer is - not enough. This isn’t to say that, it doesn’t get answered eventually. But put yourself in that caller’s shoes for a minute. When you dial for customer support, a friendly voice offering assistance tends to bring an immense sigh of relief. All your anger or frustration dissipates. What exactly are call center services and how can they improve your business?

What are Call Center Services?

A call center is a special facility which serves as the go-between for customers, as well as prospective customers, and service providers. Call centers can offer a wide range of services from handling inbound and outbound calls to marketing and lead generation. Usually, when call center services are offered, they are packaged to suit the marketer’s needs. That’s awesome! It’s a wonderful thing to select a plan that’s just right for your agency. What are the most common call center services offered? What do you need to consider when decided to pick the call center services which best suits your business needs?

 

Call Center Solutions

The question of the hour -  How does contracting a call center benefit your business?. In a phrase - offer vital solutions. Wouldn’t you benefit significantly from having the publishing and media access for your business? How about help to design, print and distribute (electronically) newsletters, emails or programs informing customers of:

  • Events

  • One-shot products

  • Paid/Free Subscriptions (print, electronic and online)

  • Controlled Circulation Publications (including audited titles)

  • Advertising Opportunities

Let’s take things a step even further with these call center solutions. How about hiring a call center service which provides useful outbound services.

Examples of  outbound call center services:

  • Lead generation

  • Demand Generation

  • Appointment Setting

  • Event Building (Live Events, Seminars, Conferences, Webinars)

  • Subscription Renewals & Upselling

  • Web Lead Follow-Up

  • Market Research

  • Customer Success Outreach

Outbound Call Center Services

Outbound call center services are geared at doing the research and calling for your business. Such centers are especially helpful when you wish to grow your business or tread unfamiliar terrain business wise. They provide you with the means or opportunities to:

 

  • Improve your customer satisfaction rating. Once the data from surveys are tallied, you have a clearer idea of the steps you should take to keep your present and future customers satisfied with your business.

 

  • Assist your marketing department to move forward with confidence. The data collected from surveys can provide useful intel of what your customers really want. This will help guide your marketing team to project the best way forward.

 

  • Boost your sales. Once the data is collected, you can quickly and effectively identify which products and services are doing the best and why. When the guesswork is replaced by the concrete research data, taking your business to the next level is a breeze.

 

  • Collect revenue for your business. You don’t have time to chase your debtors and grow your business all at the same time. An outbound call center is a perfect solution for those pesky calls to your customers reminding them that they have a payment due.



Inbound Call Center Solutions

Things can get a bit busy in the office. This happens when your business has grown significantly. You create a plan to keep things organized by separating into departments. Inbound call centers offer ideal solutions. They help to keep the channels of communication running smoothly. Faster response rating to resolve issues and avoid escalations. Inbound call centers may operate manually or automated over an Interactive Voice Response system. Customers can call and listen to options to pick the department they should address their concerns to. Or an employee can operate a switchboard and connect customers directly to the department which can address their queries or concerns.



Customer Service Call Centers

When you decide that your customers are way greater than you have the manpower to manage - it’s time. It’s time to consider outsourcing to customer service call centers. Outsourcing call center services can offer you further flexibility for:

 

  • Focus

Focusing on continually improving the quality of the product your business offers. If your product quality decreases, so will your customer base. With customer calls correctly handled by outsourcing to customer service call centers, your employees can focus on the tasks which grow your business.

 

  • Round the Clock Customer Support

With customers connected online the reach of your business is boundless on the internet. As such customers come from different time zones. It would be a bit insensitive to expect a customer to wait until 3 in the morning to talk to an agent for your business or vice versa. Therefore a customer service call center makes that 24-hour service possible.

 

  • A Rise in Customer Satisfaction  

Outsourcing call center services promote an increase in overall customer satisfaction. Once your scripts are in place and you select the right customer service call center for your business needs - customers are satisfied. After all, you would not trust the reputation of your business into anyone’s hands. You would be mindful to select experts



Call Center Service Provider

The call center service provider you choose to use should be dedicated to your cause. If they don’t support you in the manner you require, what’s the point? Before you settle for any call center service provider, you must first have an idea of what it is you wish to use the call center services for. Here are a few things you may wish to consider when selecting a call center service provider:

 

  • A Script

Before you decided to consider outsourcing call center services, We’re sure you thought of what you would have said to your customer. Therefore it would be a wise move to already have a script which can be built up or improved than none at all.

 

  • Research

While surfing online, avoid selecting the first option available, after clicking search. Remember this call center service provider has to represent your institution and keep your customer related issues addressed. They must also be reputable, as they may have to be given access to various files from your business.

 

  • Assess Revenu

Remember that you are also selecting the most cost-effective yet efficient call center service. Ensure the staff is well equipped and experienced to deliver a quality experience to your customers. The service, in light of the cost, should contribute toward boosting the progress of your business goals. If there aren’t improvements in customer relations, then your business will fail.

 

Which call center service would benefit your business BEST at this time? Let us know in your comments below.

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