The most impressive characteristic I have observed since Covid hit us in 2020, was our country's ability to adapt and overcome. Sure, the political landscape had intensified but in the face of adversity, America’s business leaders found a way to navigate unchartered waters, pivot, and flourish.
A call center sales team can construct the bridges that fill the empty space between customers and the products and services that they want and/or need. They play a key role in developing customer loyalty, as well as in generating revenue. However, it takes time, infrastructure, and resources to develop a successful sales team capable of boosting client reach and driving business. For those that may not want to deal with the hassle of creating or maintaining an internal sales team, it is possible to outsource sales, and there are many benefits that come with it.
The question that many people ask when looking into call center outsourcing or implementing their own: Why pay someone $27 an hour to outsource my call center, when I can hire someone for $13 to do the same thing?
When getting ready to set up your own contact center, there are many variables to consider. Such as the cost of benefits, dialer costs, basic overhead, recruiting, training, and turnover. It's not just as simple as paying someone $13 an hour.
Not sure if you should outsource your call center? Click here.
See the infographic below for more information on how much it costs per agent in-house vs. an outsourced call center.
Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty.
Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '
This is why customer engagement and a focus on how you can improve customer service is so vital to the success and longevity of a company. Did you know that engaged customers can provide a 23% increase in profit, compared to just average customers? But the problem is, how do you keep your customers engaged? It can be tricky, especially when talking on the phone with them. Their attention was on something else before they got on the call with you, and you want to be able to gain and keep their attention. Here are 7 ways to improve customer engagement on a call:
Article as previously featured in Progress in Lending Association's Tomorrow's Mortgage Executive.
Are you considering outsourcing your contact or call center? The BPO industry is booming no matter what vertical you're in and has proven benefits across the board. But the market is saturated with options to choose from. How can you confidently find the best one?
We believe the ideal qualities of a call center outsourcing partner fall into the following categories:
•Data
• People
• Technology
• Good Value
• Excellent Service
Below is a detailed breakdown for what to look for in a great contact center outsourcing company.
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