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Call Center Secrets

Growth Hacking Call Center Secrets

Do you want to know a way to increase your return on investment and expand your business? Encourage your customers to complain more. When you increase the number of people who contact your call center with complaints, you can increase repurchase rates, revenue and decrease customer churn. Satisfaction Is Necessary In order for your company to be successful, you need to satisfy your customer. However, it is impossible for you to satisfy your customer if you don’t realize there is a problem. But when two-thirds of your customers don’t complain when they have an issue, how can you improve customer satisfaction? That means you have to do what most companies dread: actively seek to increase the number of complaints your […]

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cyber crime

Reducing Cyber Crime In Your Inbound Call Center: 5 Best Practices

Cyber crime is on the rise. Is the data in your inbound call center secure? It better be. And if hackers breech your system, it can cost your company a pretty penny. Consider these findings from the Ponemon Institute: $7.6 million per year is the mean annualized cost of cyber crimes for organizations $1,607 is the per capita cost of security breeches for SMBs 60% of companies were notified by an external entity about a breech 229 is the mean number of days hackers were on systems in 2013 before discovery 44% of observed phishing emails were IT related, often attempting to impersonate the company’s IT department. This is bad news for today’s companies. The security threat to all companies […]

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5 Top Challenges Facing Today’s Health Care Inbound Call Centers

Total global spending in the health care industry is expected to increase an average of 5.3 percent annually from 2014 to 2017, according to the latest report from Deloitte. Factors fueling this growth include an aging population and the rising costs of developing new drugs and medical devices. This growth will place enormous pressure on health care providers. Much of it will come from the new challenges that health care providers will face in the coming years. Those that meet these challenges will succeed and thrive. Those that don’t will fall by the way side. One things is certain: Inbound call centers will play a pivotal role in helping health care providers meet the new challenges they’ll face in the […]

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Customer Engagement

How TO Create Customer Engagement Centers?

Creating a call center or a help desk is no longer enough to take care of customers. Consumers now want access to the company, tech support and their customer history across multiple channels and in real time. This has forced businesses to develop customer engagement centers, a combination of CRM, social media, call centers and community engagement. With an outsourced help desk company, you can create a customer engagement center that is more efficient and cost effective. The technology that is involved with a customer engagement center requires software and hardware that will follow the full life cycle of every customer, real-time analytics, scalability and an accurate profile of a customer. This information needs to be available to every individual […]

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