call centers are here to stay
DESCRIPTION
With so many options for consumers to contact companies, you'd think the phone was going this way of the dinosaurs. Think again.TRANSCRIPT
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With so many options for consumers to contact companies, you’d think the phone was going the way of the dinosaur. Think again. Today, significantly more consumers prefer customer support by phone to other meth-ods of contact—suggesting the call center won’t be going away any time soon.
Serve Local, Regional, or National MarketServe International Market
TODAY’S CALL CENTERS AT A GLANCE
71%29%
79%49% 21% 30%
21%
Serve mass-market customersServe Business Cutomers
Provide Customer Service OnlyProvide Sales OnlyProvide Sales and Service
Female AgentsMale Agents
71%
14%
Received inbound calls from customersMake outboud solicitations
75% 25%
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER JUNE 2012 ISSUE JUNE 2012 BUSINESS NEWSLETTER
CUSTOMERS PREFER PHONE SUPPORT WHICH METHOD DO YOU PREFER TO USE TO INTERACT WITH CUSTOMER SERVICE CENTERS?
CONTACT CENTER INTERACTION BY TYPE
72%
12% 10%2% 2% 1% 1%
In a Forrester survey, an overwhelming
majority of consumers prefer to contact
customer service by phone compared to
other options.
79%
For Multi-Channel Contact Centers, Phone support is still by far the most popular offering.
Phone(Agent)
Phone(Self-
Service)
Email Letter Text Chat Fax Others
33%EmailPhone Conversation
19%Web Self-Service
19%Automate Phone
System and Conversation
12%Web Chat
10%Automated Phone
System
8%Online Phone Call
4%Letter Sent Via Regular Mail
3%Text
2%Social Media or
online forum
2%Fax
2%Video
“Just like email, phones have their advantages as well.
Customers like knowing they can
talk to someone and get immediate
answers. They like knowing that they
get their issue resolved in a
relatively timely manner (even if a
call takes a half hour, chances are
most email support replies do not
come in that amount of time) and
that they can avoid the back and
forth that all too frequently results
from email support. A lot of times, a
10 or 15 minute phone call can
resolve an issue that would take
multiple days of going back and forth
via email to resolve.”
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER JUNE 2012 ISSUE JUNE 2012 BUSINESS NEWSLETTER
INBOUND VOICE SUPPORT
To achieve a productive business, customer’s satisfaction is a big factor. A company must provide a superior service not only for profit purposes,but to provide the customer’s expectations, needs, and fulfillment as well.
BENEFITS OF A GREAT INBOUND VOICE SUPPORT SERVICE:
Features of Inbound Voice:
Having knowledge on customer’s needs is very significant. They earnestly need
services which are efficient and accurate. Without a doubt, in the world of business
industry, inbound voice services provide an encompassing and reliable service which
every customer anticipates.
Inbound voice services aimed to reach clients well, they are responsible or
accountable to whatever the client is asking for. Indeed, computer systems must be
upgraded at all times since fellow clients need quick responses and so the company
must build a rapport to boost their online reputation.
Inbound voice services features workforce and selected caller routing. It is possible to make decisions and schedules whether to choose the most
important customers to least important ones. It is time dependent as well where routing calls are accurate and active during the day and night
time. It consequently enables the most efficient resources for complex-skill based. During a call routing, the profile of a client is attached, this is
much easier for monitoring who is the caller and what kind of services they need. This saves time and provides an optimal service as well.
Inbound voice support provides a wide services, it guarantees an everlasting and relevant solutions to your problem!
First, when a customer calls and asks for assistance, it automatically generates a unified virtual contact. A great inbound voice service encourages customers to call and stay in touch. With this, it sustains a suitable and inexpensive conversation or communication among clients.
Second, it improves call resolution rates as well as the productivity of the system itself. Having an accurate call routing technology can ensure appropriate call destination using voice prompts, and providing them the 24/7 online services.
Third, it also provides the ability to prioritize service options to customers. The system can control call routing and can easily respond to sudden changes of business conditions without service interventions or interruptions.
Fourth, inbound voice improves call performance and completion rates, getting advanced to call routing can also help company gain a veritable network management. This matter does not only increase business profits but also it increases the satisfaction and loyalty of every client.
Last, it allows the system to choose their preferred service provider and can retain the inbound number that has been used from previous clients or customers.
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER JUNE 2012 ISSUE JUNE 2012 BUSINESS NEWSLETTER
OUTBOUND VOICE SUPPORT
Mobile service providers need a customer contact center that will improve the interaction between the business and customers.
Outbound contact centers are designed for a more positive customer
It may be assumed that most calls are “inbound”, wherein customers hit the business
hotline to report a concern or a problem. It is the responsibility of a business to follow up
issues with customers. The business is obliged to call customers for necessary updates.
1. Outbound Voice Support deals with agents who reach out to customers.
Agents notify customers regarding billings, subscription verifications and other trans-
actions that need a follow-up call by the business.
2. Outbound Voice Support decreases the number of inbound calls. It
complements with the Inbound Voice Support contact center. Instead of asking a
customer call the business for updates, agents do the initiative of informing the
customer with necessary bulletins. Thus, a business should have both an
outbound and an inbound contact center.
3. The three criteria to employ in choosing the apt provider of outbound
voice support include tools, simplicity and compatibility. Tools consist of software
apps and technological resources that back the contact center. Simplicity deals
with how easy all parts of the service system are to manipulate. Finally, the
concern with compatibility is if the whole package offering is what the mobile
company needs. Good thing that most outsourcing companies for this need offer
customizable service packages!
4. One major player in the field of customer support is the skills of the
agents. Agents or operators who deal with customers act as the frontlines of the
business. In short, the agents represent the business whether they are in an
in-house department or from an outsourcing company. Moreover, agents should
embody the principles that the business believes in.
5. One reason why a contact center is preferred by businesses over the
others is because the center provides a complete set of customer support
services that is needed, like bill processing and email support.
The combination of advanced technology resources and skillful contact center agents leads to an upgraded outbound customer support. A good outbound customer support
promotes proper crisis management,
customer retention and product
awareness.
the Go-To company w www.newmediaservices.com.aue [email protected] Media Services
JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER JUNE 2012 ISSUE JUNE 2012 BUSINESS NEWSLETTER
KEEPING CALL CENTERS AFLOAT
3.5 MILLION
51%
14%
7%
6%
5%
5%
5%
3%2%
45.4 BILLIONABOUT CALL CENTERS FIELD ABOUT
Traditional Call Centers have to keep plenty of Staff on-hand to handle the many incoming calls for customer service issues and queries.
Costs of Operating a Call Center
Agent Salaries
Other Salaries (Management, IT, etc)
Telecom Charges
Rent
Training
IT Maintenance
Utilities and Taxes
Recruitment
Other
Agents are currently employed
inbound calls per year on average $5.90Mean average call per inbound call
in U.S. Call Centers
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