It’s Not About How the Call Starts, But How it Finishes

It’s amazing how much technology the average Joe has available at his fingertips today. While it’s convenient that such advancements have mainstreamed through our society, many users are still unfamiliar with the functions of the products and services they implement each day (consider your grandfather with his new iPhone 6). For this reason, when something goes awry, a first step taken usually involves furiously dialing a customer service number.

So, how will your quality of customer service match up with an infuriated patron like this? Highly trained personnel and a comprehensive business strategy can help turn what started out as a customer service nightmare into a customer’s dream.

This is something that Forbes contributor Micah Solomon elaborated on by discussing the hiring strategies businesses should consider in order to provide superior customer service. It came down to trait-based hiring, he argued, which means selecting representatives who have the right personality characteristics necessary to deliver stellar customer service. This is a key component in contact center staffing.

We couldn’t agree more. As such, we place the utmost attention on training our Communicators, or our staff of representatives comprised of professionals who’ve made their role as a Communicator a career. Our employee retention speaks to our customer retention in that the quality of training our Communicators receive boasts for better customer service interactions. We assign our Communicators to clients based on strengths and expertise, and our staff is strategically trained in handling conflicts in a mature and professional manner.

Besides the value our Communicators add to the customer service experience, our business solutions prove that we are dedicated to serving best-in-class contact center services. For instance, take advantage of Quality Check to evaluate your company’s call center operations and provide data and strategic remedies to problems that may be occurring.

Perhaps grandpa will never understand how to FaceTime, but at least offer him unmatched quality of customer service. Click here to learn more about improving your customer service practices.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

 

Choosing a Contact Center Partner: Why Experience Counts

Understanding organizational limitations is a crucial requirement for a successful executive. If you’ve determined that your organization needs some outside assistance from a multichannel marketing partner to boost your contact center services ROI, you probably did so with the understanding that operating a call center is not among your core competencies.

You won’t have any shortage of options out there as you look for potential partner organizations: So how do you make a decision? As in any business relationship, vetting the vendor to determine how successful it’s been previously is always a good idea.

In the contact center space in particular, taking a close look at an organization’s history is crucial; the industry has and will continue to evolve quickly, so it’s important to know that a potential partner has been able to successfully adjust to new trends and technologies through the years.

In addition to adjusting to the industry as a whole, contact center services vendors with a history have had time to refine their hiring, training and quality assurance best practices. For instance, InfoCision provides exceptional Communicators—rather than merely call center representatives. These professionals are more than agents; they become true brand ambassadors for your business after receiving several months of training on your specific messaging. In other words, Communicators feel more like your own employees rather than outsourced workers.

Now you may be asking: “Does experience alone ensure a partner will meet my needs?” The answer is no, but an experienced partner with a proven track record of excellence and success guarantees a partner will do right by your organization. So be sure to do your homework before you sign on the dotted line.

If you’re interested in learning more about InfoCision’s history, click here.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

What to Do if Your Multichannel Marketing Efforts Are Failing Short

As a child, you may have been told that expending 100 percent effort into a task was the key to success—and in many cases that is true. But sometimes, if a task is far outside your area of expertise, working 24/7/365 to accomplish it still won’t be enough.

As we’ve mentioned numerous times on this blog, multichannel marketing solutions are absolutely critical today because customers expect to be able to contact your company on their preferred channel. But what do you do if your company has made every effort to get on board with a multichannel approach to marketing and customer service but is still falling short of your goals?

If you find yourself in this predicament, call on another lesson you learned as a child: if you are in trouble, just ask for help.

As a provider of leading marketing solutions for over 30 years, InfoCision can provide the assistance you need. Throughout those decades, we’ve adapted seamlessly with the evolution of marketing to ensure we give our partners the most current tools and strategies. To that end, we provide a true omnichannel approach by offering you:

  • Best-in-class inbound and outbound contact center services and technology
  • Direct mail campaign assistance
  • Social media advisement
  • Website development
  • Email and text message marketing
  • Web chat

In short, InfoCision can manage all these channels so you don’t have to go it alone. Instead, you can focus on improving your products or services and growing your business. If multichannel marketing is chewing up big chunks of your time without producing the ROI you expect, there is no shame in bringing in a little help from a friend.

Are you interested in getting a boost from a multichannel marketing partner? Click here for more information about InfoCision.

Going Back to School on Contact Center Best Practices

With autumn around the corner, students across the country have grabbed their backpacks and headed back to school for a new year of learning.

For the first few weeks of the school year teachers will review old material to ensure students remember what they learned last year before they move ahead to new topics. In that spirit, we decided that a refresher course on best practices for generating greater contact center services ROI would be a good idea. So let’s start the review!

Have the Right People Answering Calls

Hiring inexperienced or undertrained contact center employees may save you a little money upfront, but in the long run it’s almost certainly going to negatively impact your bottom line. Cultivating relationships with customers and putting them at ease on calls requires an acquired skill set that takes a combination of robust training and work experience. That is why InfoCision works harder to ensure our Communicators are as well prepared as possible to speak to customers. Our contact center workers:

  • Have an average age of over 40 years; an average tenure of more than 4.5 years; and 78 percent are full-time employees
  • Receive up to four months of client-specific training and are brand experts by the time training is complete
  • Are provided the opportunity to earn performance-based compensation and, as such, are committed to the highest level of professionalism

Take a Multichannel Approach 

The ability to gather and analyze large quantities of information is quickly becoming a prerequisite for contact center success. Trying to provide customers with great service—and take advantage of possible opportunities for cross-selling and upselling—without big data analytics today is akin to stumbling around in the dark. Although it may seem like an overwhelming task, a multichannel marketing partner like InfoCision is equipped with the technology and know-how to sort through the noise and pull out actionable data from the mountain of information contact center interactions create.

Don’t Be Afraid to Ask for Help

We hope you’ve enjoyed our brief trip back to the contact center classroom! To find out more about what InfoCision can offer your business, please contact us.  Your company may make a fantastic product or offer a great service that customers love, but that doesn’t necessarily mean that running a contact center is one of your core competencies. Trying to learn how to operate a contact center on the fly or simply “winging it” is not a good idea, just as another company trying to replicate your business model without the necessary expertise would likely end in failure. InfoCision has decades of expertise in customer service and multichannel marketing and can help you establish a first-class contact center.

Embrace Big Data Analytics

Today’s customers expect to be able to reach your company through email, phone calls, social media, direct mail and every other channel known to man. That is an expectation your organization must meet, unless you’re willing to risk losing these consumers to competitors that offer multichannel service. Customer service and marketing are evolving, and the only two options a business has are to adapt or struggle mightily.