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call center project

How To Make Sure Your Call Center Project Succeeds

Feel like the deck is stacked against you when it comes to contracting call center to the right partner? You’re not the first manager to feel that way. Many have—and with good reason. Outsourcing (call center project) has grown increasingly complex over the last few years. There are more options, more potential benefits, and more technological advancements to consider. You also must consider new kinds of risks—risks that didn’t exist a decade or so ago. So it’s understandable if you’re feeling a little confused. In fact, it would be surprising if you didn’t. But expert vendors offer too many benefits to dismiss out of hand. The 9-step program described below can help you sort things out. Following it helps ensure […]

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Customer Defection

5 Common Mistakes That Lead To Customer Defection

What leads to customer defection? Not much. Just one bad experience. That’s it. And just like that you’ve lost a customer—and his or her friends, family, and co-workers. If you want to survive and thrive in today’s marketplaces, you must create customer loyalty. Customer Defection Experiences Are The Key The best way to prevent customer defection is to provide world-class customer experiences. Good customer experiences start at your call center—the epicenter of your customer service Get it right there and customers come back again and again. Get it wrong there and you drive customers away. How do you get it right at your center? Eliminate the common mistakes that create bad Customer Defections services—mistakes like those listed below. Mistake #1: Making […]

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rock solid SLA

7 Business Components Of A Rock Solid SLA

Keeping customers happy used to be easy. All you had to do was provide high quality products and services. Not any more! Today’s customers won’t settle for just good quality products and services. They also want epic customer service. In other words, they want you to exceed their expectations. And they’ll accept nothing less! But keeping customers happy takes some doing—especially when outsourcing help desk and tech support. So how do you guarantee epic customer service from a provider? You hammer out a rock solid service level agreement (SLA)—one that puts customers first and achieves key business objectives. A Working Process SLAs aren’t binding contracts. They don’t hold anyone to anything legally—although they can be used as the basis for […]

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Posted in SLA
Exceeding Customer Expectations

5 Best Practices For Exceeding Customer Expectations

Most companies don’t provide exceptional customer service. Know why? They don’t try. That’s right. They don’t even try. If you want to boost customer satisfaction, increase customer retention & exceeding customer expectations is on your mind, you must actively pursue good customer service. You also have to watch for chances to boost customer service. You’d be amazed at how many chances you have to do it if you look for them. But even if you have good customer service, it may not be enough. To keep customers coming back, you must exceed their expectations. When you do, purchases rise, revenues rise, and profits rise. So does customer satisfaction. Putting The Customer First This approach is called putting the customer first. […]

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