When it comes to outsourced call center customer service, there remains a perennial debate over whether a premises-based or virtual approach is the superior staffing model.
Hiring new call center customer service agents is an involved process in which job candidates are assessed for offering the right experience, educational and skills qualifications to deliver the customer experience that OnBrand24 inbound services clients expect.
Once the hiring process is completed, the next step is our extensive customer service call center orientation and training process. In fact, new hires don’t actually begin handling inbound phone calls, emails and chats for our clients for several days.
There's only one acceptable answer to this question, and that answer is "yes!" If not, your customers may not remain your customers for long. If you have a brand personality worth sharing (which we're hoping you do) your call center agents needs to be communicating it to your customers, otherwise what's the point of having brand personality in the first place?
Brand loyalty is what keeps your customers coming back regardless of price. It means they’ve come to believe you deliver a superior product or service and level of customer service that is worth whatever amount you’re charging. Which means consumers who are loyal to your brand will most likely remain loyal even if they encounter a few bumps in the road. Brand loyalty is basically the holy grail of consumerism, and is worth striving for in every dimension of your business. And more and more one of the leading dimensions for deepening brand loyalty is your call center.
Nov. 12, 2014 - Call center customer service is important work, rewarding work and it can also be frustrating work. A big part of being professional within a call center services setting is handling frustrating situations with angry callers in a patient way that is intended to resolve the situation in a way that retains the customer’s loyalty and good will.
It can be difficult for the customer service representative to keep his or her composure with an angry or rude caller, and to remain professional throughout a full day of handling inbound calls. But it’s what is required of call center work, remaining professional at all times.
The conference, held by the International Customer Management Institute (ICMI), was centered on boosting call center operations, on utilizing advanced technology and putting in place effective IT strategies, personnel management and lowering staff turnover, training and overall operations.
Oct. 14, 2014 - OnBrand24 will be an exhibitor at the SOCAP International (Society of Customer Affairs Professionals in Business) 2014 Annual Conference, which will address The Customer Experience Journey as its central event theme.
Sept. 24, 2014 - As with nearly all aspects of life, technology is revolutionizing outsourced call center services. And as with so many other things, it’s hard to comprehend how the call center did its job, back in the day, without technology accessible to everyone.
Sept. 22, 2014 - If you put an employment listing for a call center customer service agent on craigslist you’ll probably get a good response. Many of them will be those looking for their first “real” job – people who, to date, have worked at grocery stores, fast food restaurants, worked construction and so forth. Now they want something else so they figure they’ll give call center services work a try.
Sept. 12, 2014 - Customer service fundamentals aren’t simple. There’s a lot that goes into being an excellent customer service representative, and one aspect of it is regularly re-charging the batteries and plugging back in to what good customer service means.
