Monday, March 30, 2015

The Importance Of Customer Service Inbound Call Centers [Infographic]

Inbound call centers handle millions of calls every year and their ability to successfully communicate with callers is vital. Check out facts and stats about customer service and inbound call center service below. (Click to expand the infographic)

Labels: , ,

Friday, March 20, 2015

Why Should I Hire an Inbound Call Center Service For My Business?

Although handling customer calls is of crucial importance to your small business, finding the time to answer these calls can be challenging. But if you want your business to grow into a successful enterprise, good customer service is a must. Many businesses utilize inbound call center services to ensure that all customer calls are answered promptly and professionally.

If you're curious as to what a call center can do for your business, we've highlighted some of the many advantages that they offer.

Your customers won't feel ignored

Let's face it – no one likes to make a call that goes unanswered or is put on hold for a long time. So why should your customers have to? Whether it's a prospect, a first-time customer or regular customer, everyone wants speedy service and prompt answers to queries. However, if you don't have enough people to provide this, you may lose customers and your business could take a hit.

A call center serves as your virtual receptionist, handling calls from customers, answering questions, offering assistance, making outgoing calls, and getting customer feedback. They also help with orders by gathering information for processing, checking on order statuses, and addressing any order issues or complaints. Your customers won't be ignored and you won't have to stop what you're doing to answer the phone.

Inbound call centers know how to communicate professionally with customers

inbound call center service representative

Speaking with customers on the phone requires skill and professionalism. You will have customers who are pleased with your business and easy to speak to, but you will also deal with people who are unhappy. It's important to know how to properly respond to customers and their specific circumstances. Good communication is especially important because you want to create strong relationships with new customers and reinforce those with existing customers. Inbound call center services involve more than just speaking with customers – they ultimately serve as the customer service department of your business. They can meet customer needs 24/7 and are capable of handling any type of phone calls.

Inbound call centers are flexible

Your business is growing and changing constantly. Inbound call centers understand this and are very flexible, so as to meet your business needs. They can adjust seamlessly to changes and keep up with customer demands, ensuring that no call is left unanswered.

Keep up with demands and keep your customers happy with our inbound call center services. Call or contact us at XACT TeleSolutions today to find out more!


Monday, February 9, 2015

Understanding Help Desk Services

Help desk services are intended to provide customers with the resources they need for various information that supports a company's or organization's services and products. Think of it like this: when you check in at a hotel, you're greeted by the hotel staff that gives you information about your hotel room, processes your payment and provides you with additional information. From there, you check out your room but need to find the ice machine or want to ask a question about some of the hotel policies. You can call the hotel desk and get all of this information – making your life a little easier and giving you the information you want.

Essentially, help desk services like those provided in the hotel analogy, can be applied to almost any industry or business that needs effective and efficient help desk services. From organizations in the healthcare field to property management businesses to hospitality companies, help desk services can be implemented into your business strategy to better serve your customers. It's without a doubt that sometimes you can experience call after call after call, and it is hard to handle all of these calls within your own organization. This can lead to customers waiting on hold which can cause more frustrating on their end.

To enhance your call capabilities and to handle an influx of calls from customers, help desk services can be the answer to your problem. They can provide for informative, answer-drive results which will leave callers feeling satisfied and help desk services can also enable a broader target audience with order entry. Services that involve order entry can design a marketing campaign that helps produce lead-driven calls about your services. This type of order entry can greatly benefit professional organizations and establish a greater brand identity for your company.

These types of services provided by help desk services can strength your business because scripted information will be present and ready to relay to callers so they would never know they are speaking to an outside helpdesk. This type of information can include subscription services, dealer locators, seminar and course registrations, reservation abilities and much more. Wouldn't you say that your business can benefit from help desk services? You can have your workers focus on other company aspects and leave the calling duties to another source that can handle your customers' needs!

Labels: , , ,

Monday, February 2, 2015

2 Big Reasons that You Need Inbound Call Center Services

Do you feel like you have more customers than you and your employees can feasibly talk to and help? Does it seem like there are always questions, complaints, and pleas for help from your customers? Do you feel like you're drowning in a sea of unhappy customers? If you answered "yes" to any of these questions, you are in serious need of customer service help.

(Image courtesy of stockimages at

Excellent customer service is the lifeblood of any business, and if you have customers that don't get the help they need you won't have them as customers for long. It has been shown that news of bad customer service can travel twice as fast as news of good customer service, so your business can't afford to have one more unhappy or confused customer. If you're having trouble keeping up with your customers' questions and needs, you should consider using inbound call center services. They can help solve your current problem, and could do wonders for your business. If you have a professional company handling your customers' calls, complaints, and questions, you could . . .

Have a professional way to deal with problems

Do you currently have an outline for your employees to follow if they have to deal with an unhappy customer? Is there any kind of system in place that your employees can use to answer questions? Dealing with customers can be difficult, especially when they're unhappy or if you don't have an immediate answer to their question. Using an inbound call service could eliminate the issue and avoid upsetting an already irate customer. People that work in inbound call centers have been through rigorous training that can help them properly handle tricky customer service problems that you and your employees aren't trained to handle. Since you won't have to deal with these complaints, your business will have the added benefit of . . .

Not spending work time on customer problems

Think back to the last time you and your employees had to deal with a big customer problem. How much time did they spend trying to talk to or calm down the customer? How many other customers weren't being helped while this went on? How thrown off balance did your day feel after you spent time trying to solve the problem, and how unhappy and nervous did your employees seem afterwards? Think of how much time, money, and energy your last major customer problem took to solve. Now think about just being able to focus on work, and not having to deal with the drama of customer problems. You and your employees will be more productive, and you won't have to dread dealing with another angry customer.

There are many other ways that inbound call center services can benefit your business. With the right help, you and your employees can get back on track!


Tuesday, December 30, 2014

Improving Your Customer Service In 2015

(Click to enlarge)

Labels: , ,

Tuesday, December 9, 2014

Why Choose a Virtual Call Center? 5 Benefits to Consider

These days, every company needs to have quick, attentive support options for its customers. The traditional route is to open a call center to provide this service, but more and more businesses are choosing virtual call centers. Why are they preferred? Here are five good reasons to consider:

1. Staff that preserve your image
One of the
biggest advantages of a virtual call center is that it offers staff who are experienced, professional, and already trained and vetted before they ever work for you. When creating an internal call center, hiring and training costs are among the biggest investment. It can take 6 months to a year or more to achieve the level of customer service fluency and knowledge that you expect from the customer service professionals who represent your company. With a virtual call center, you skip these costs and have a fully trained, professional staff from day one.

2. Scalable call center size
The volume of customer service calls that a company gets is anything but constant. Call volume may fluctuate with the seasons, with special promotions or with the launch of a new product or service that customers are still learning the ropes of. Sometimes this fluctuation is predictable and sometimes it isn’t. The downside of a traditional call center is the difficulty in increasing (or decreasing) staff size. A virtual call center allows you to scale your service along with your needs.

3. Technology you can count on When a call center uses outdated technology, the result is more annoyance for your customers. Older tech can mean more dropped calls, worse connections, or simply complicated and antiquated automated systems. It can be hard to keep ahead of the latest tech trends in your own call center but for a virtual call center, it’s their main business and they will offer the latest and best equipment.

4. Seamless support for complicated contact solutions
What if you need to integrate a survey with customer service calls? How about the ability to call back customers who leave a message, to offer live web chat support as well as phone support, or to use complicated branching scripts for sales calls? For virtual call centers all of these options are old hat, and can be implemented with ease.

5. 24/7 availability
There is really no greater level of convenience you can offer your customer than open ended 24/7 access to live support. Virtual call centers defray the cost of 24/7 availability over multiple clients, meaning you can offer this courtesy to your customers at little to no cost.

Are you considering a virtual call center? What do you want them to offer?

Labels: , ,

Thursday, September 4, 2014

Four Ways to Improve Customer Relations

Every company has a specific customer they try to target, whether that’s with a brick and mortar company or a virtual store. No matter what product or service you are selling and promoting, you have to have an effective strategy to draw in customers and keep them loyal to your brand. Here are four ways you can improve customer relationships and keep them engaged in your company.

Invest in a responsive website. Nowadays, every company has a website and having a great user experience is the first step in keeping a customer interested. Many times, customers will seek out a company website before ever entering their physical location and will also search for company reviews. If you invest in an interactive and beautifully designed website, it has a higher chance of getting the customer to make a purchase or inquire for more information about your company. Websites that lack content and information tend to make customers seek products or services elsewhere.

Customer service is key. Being available at any time of the day and year can vastly improve customer relations because questions or comments can spur at any time and they want to be heard. Sometimes it seems impossible to be available 24/7 for phone support but there are other options that can handle calls all year round. Some services like call centers can take the stress away and take care of customer needs.

Marketing pays off. Your company needs to be the topic of conversation among consumers and an effective marketing strategy will help that mission. Successfully integrating a marketing strategy can help spread the word of your brand and make it the ‘go-to’ product or service in the industry. Things like advertisements online and out in the real world draw attention to whatever you are promoting.

Quality services and products. It should go without saying that customers want a product or service that is of top notch quality. Limiting lack-luster products and eliminating errors will give customers more value for what they are purchasing. No one likes to hassle with returns or refunds, so if you deliver a product or service that’s phenomenal, you won’t have to struggle with negative repercussions from a bad experience.

Take the above four tips and apply them to your company. You could see improvements in revenue, customer reviews and have an overall better experience in the way your company operates. 

Labels: , ,