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product launch

Why Consider Call Center for Product Launch

When your company is preparing for a product launch many different teams have to coordinate to make the process smooth. That includes your call center. With all of the other items on your to do list and a small staff, call center outsourcing may be the best decision to support your product launch. Staffing When your company launches a new product, your call center will see an increase in call volume. Your current staff may not be able to handle this increase, which can mean long hold times, lost calls and irate customers. This problem may be exacerbated if employees call in sick or take days off during this time. A call center company has staff on hand. Is more […]

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Integrated CRM

Integrated CRM Reduces Effort

Companies understand that customer relationship management is an important part of an inbound call center. But there is a difference between managing the customer and leveraging CRM benefits. Integrated CRM by combining customer service, sales, and marketing can help reduce the effort of running an inbound call center. First Line Of Defense For most customers, the inbound call center is their first contact with a company. This means that the agents they speak with will shape the future relationship between the business and the client. Not only is it important to make a good first impression, it is also vital to make sure that the call center is able to resolve all of the customer’s needs on the first call. […]

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decision

Decision Making Changes can Positively Impact Tech Support

The customer is always right. This platitude may sound like a great way to improve customer relations. But businesses understand that if they allow their support personnel free reign when satisfying clients they could lose money. outsource tech support can be an expensive department to run and maintaining customer satisfaction can be costly. Changing the way the company handles the decision-making process can positively impact tech support for the small business. Customer Satisfaction Or Profits There are many costs that are included with tech support. Training personnel, hardware and software, office support and infrastructure costs such as lights, phone, and internet connections are just some of the expenses running a tech support department entails. One cost of doing business is […]

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RFS Process

4 Steps To Developing An Effective RFS process

It’s time to retire your RFS process. It’s old. It’s worn out. And it’s tired. It’s also limiting. Instead, do what many managers of inbound call centers and tech support services are doing when it comes to sourcing. They’re using Requests for Solution (RFS) proposals. And it’s producing more cost-effective solutions to IT problems—especially when working on critical high profile projects. It’s also good for Greenfield projects. The RFP process worked well in the past. It helped managers solve challenging IT problems by sourcing providers that could meet the project’s functionality requirements. But IT environments have changed. So have managers’ roles. They’ve expanded well beyond the IT focus. IT managers now take key roles in finding solutions to complex business […]

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