All Posts By

Ashlie Castaldo

Swedish Customer Service Can Be “Sweet” (Swede!)

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Remote Support Services, Swedish Customer Service | No Comments

Ikea. Delicious meatballs. ABBA. Sweden has provided the world with some legendary gifts. So maybe it is time for the world to give back. We could do this by helping expand business presence in Sweden. IdeasUnlimited wants to take that sunny Swedish disposition and put it on display with our Swedish customer service par excellence. With friendliness and multilingual support skills, our workers can take your customer services to the next level. And IdeasUnlimited is the vehicle to connect the Swedish talent to the world, with our superior support services and remote workforce management.

How easy is it to expand into Sweden to do business?

Simple enough “that it now ranks number one on the Forbes’ annual list of the Best Countries for Business. Compare that to economic powerhouse the US, which is in 23rd place”.  Sweden also boasts a high employment rate as well as having relative gender equality in its workforce. The labor market is not suffering from decline or chaos, so it is stable footing for any new business to increase its global presence. New satellite sites or franchises can be established, or an expat could potentially move to Sweden and open an entirely unique business model. There is a lot of room for flexibility here. And best of all, you don’t need to do everything on your own. You can work with experienced support services providers to get assistance with everything from operational support to Swedish customer service and other multilingual support.

So what makes the Swedes an exceptional group of people?

They are highly skilled and educated. Sweden publicly invests in its education, so there is no reason to not go and become as highly trained (academically or practically) as possible. The Nordic European lifestyle is highly supportive of literary advancement, which has built some of the greatest graduate programs in the world.

The close proximity of the Nordic/Baltic countries creates an atmosphere where individuals are introduced to a variety of languages at a young age. Many members of the workforce travel between multiple countries during the course of their projects or engage with representatives from other countries. The service industry in Sweden only highlights this diversity. ContactCenterWorld, a call center focused website, states: “Sweden is the largest labor pool in Scandinavia with multilingual Nordic capacity – Swedish, Finnish, Norwegian, and Danish. In the service agencies, 45 percent use the Scandinavian languages daily”. So not only are the Swedish a large portion of the service industry as a whole, but they also have the language skills to cover a variety of markets. They can switch between languages to reach multiple countries as opposed to being capable of only fulfilling one countries’ needs. At IdeasUnlimited, our multilingual call center services are provided by agents well-versed in several Nordic languages who can provide multilingual support for sales, customer relationship management, vendor management, administrative work, and much more. So start with Swedish customer service and with the same agents, expand to nearby markets with no additional overhead costs.

Even with its growth, Sweden is a small nation that does require outside companies to bolster its revenue and support economic structuring. Trying to find native Swedish workers for your local business? Contact IdeasUnlimited for handpicked candidates, relieving you of the hassle of advertising, shortlisting, and running background checks on your Swedish workers.

 

With the latest call center programs, virtual assistance, and 8-year experience, the options at IdeasUnlimited are endless! Contact us today to see how our Swedish customer service and multilingual call center services can benefit your business.

The Benefits of a Call Center for Small Business

By | Administrative Support, Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Ecommerce Support Services, Multilingual Support, Virtual Assistant Support | No Comments

“Why should I pay for call center services? How does this benefit me? I struggle as it is!” I’m sure these are all things you are mentioning in a cold sweat. But don’t be alarmed! I have some great news for you: a call center for small business can cut costs for you long term and ease your workload significantly. Do I have your attention now? Call center support experts all agree that “a call center opens up communication within departments by outlining what needs to be collected on their end, establishing a hand-off process, and ensures accountability”. It lets you do what you need to do—lead—while putting control in the very hands you have hired. Call centers can result in optimization in many different aspects.

Time and Cost Savings

One of the first resources you will find yourself gaining is time. For a lot of small business owners, it can be difficult to just jump right into work and prepare for the day, because there is always a cluster of after shift messages left on the phone and emails to get to. Hiring an expert support services provider will allow you not only to provide after-hours support to your clients and vendors but also offer 24/7/365 service at a fraction of the price of in-house employees.

24 hour call centers are also deal with all the ancillary tasks for your business:

Administrative Support
Sales Support
Marketing Support
Multilingual Support
Order Processing
Ecommerce Support
Technical Support
Community Moderation
Data Entry
Content Moderation

It can be extremely difficult to focus on basic work tasks while juggling customer and vendor requests. Especially on the days when everyone is on autopilot. Those are the days when documents and important information fall to the wayside. Hire a call center for small business to take care of the innumerable small tasks that take up most of your time but do not entail your core business operations. The daily din can be minimized so you can focus on getting it done, and getting it done right. So take that time away from the phones and start working with the best remote workforce that you can get!

Excellent Customer Service

Call center agents can also help your team as a whole get out closer to on time, or even early, by handling overflow calls and extra customers in the system. Those extra ‘hands’ so to speak get every customer through efficiently. This allows you to dedicate more time towards excellent customer service and away from tackling complaints. No one likes being put on hold. Such agents can help customers move onto the next life task without long hold times, and you can move towards solving your next office problem.

Inbound and outbound call center services can save your finite small business resources by maintaining good customer service. In case of most businesses, customers wait in long queues to talk to an impatient and overworked employee. This is not the case with a call center, since call centers maintain a consistent level of service that is easily scalable and flexible, with workers trained to flourish under pressure. So say goodbye to those bad Yelp reviews due to frequent dropped calls and work with a specialized call center for small business!

Hedging Your Bets

Nobody wants to have their business face an emergency, but preparedness can increase chance of continuity and time to go back to serve the public. A natural storm could take out your local business, but a multilingual call center service could still take orders and get products out or reschedule appointments.

Lower Fixed Costs

These call center operators don’t necessarily need to be full time, they can be part time holiday contractors as well. So in this respect, the fixed labor cost of your business becomes a variable cost—hire workers only when you need them and scale back when you don’t. Even in case of such short-term work, you can minimize the tangible cost of training, as skilled resources and training can be easily provided by the center itself. You will be free of the hassle of not only recruiting and training new workers but also monitoring and managing them.

Highly Skilled Resource Base

Using a call center for small business will give you access to a talented pool of multi-skilled individuals who can seamlessly switch between a range of different tasks and handle omnichannel support. Call center agents can switch between inbound and outbound calls so you do not need two separate teams for each—saving time and money. That kind of money can be put towards increasing current staffing wages or invested in the marketing of your business to continue its growth.

Conclusion

Talk to IdeasUnlimited today for a customized solution to your business requirements. Even small changes can catapult your small business into the global business arena.

How IU’s US Remote Workers Are Making a Difference in the Workplace

By | Administrative Support, Business Improvement, Call Center Support, IdeasUnlimited US Remote Workers, Remote Support Services, Virtual Assistant Support | 4 Comments
Hannah - IdeasUnlimited US Worker

Helpful. Valuable. Friendly. By the time you finish this article, when you see these adjectives, you will think of IU’s very own Hannah Sartin. She is a fantastic representation of the premier quality found in our US remote team. As the Account Manager/Head Admin (Finance), Hannah ‘adds up’ to what makes IdeasUnlimited such a wonderful place to work for and she really is what defines IU’s differences from the competition.

I was grateful to be able to interview Hannah, and get a refreshing take on just what makes IU’s US remote team such a transformative force: both for our clients and in our workers’ lives.

Just from our initial interaction, it was easy to see why there was a rush to hire her. In her words: “I found IU through Indeed.com and was almost immediately contacted for an interview!” Her friendly demeanor drew me in. I could tell that she was someone you would want on your team. I asked her what she believed truly makes her stand out, what she thinks makes her a continual asset in both the company, and as an example for why clients should reach for our US workers. She says: “I am very dependable and thorough. I make sure my work is top-quality.” Her resume must have delivered on her promise since every management and employee testimonial agreed with that assessment.

I asked Hannah to take the readers through her day. No two days are the exact same, but there is a thread of consistency with what her job description details, and how that manifests:

“Every day is a bit different for me, and several projects pass through my hands. On a typical day, I will check my emails first and create a checklist of tasks that need to be completed either throughout the day or during the week. I follow the list as closely as possible, but of course, several other tasks and mini projects will arise throughout the day. I will get as many tasks done as possible before logging out for the day. On occasion a task/project may be ongoing for several weeks or even months.”

Hannah is able meet our goals of providing business support services globally by keeping the machine oiled, so to speak. Her awareness of finance and project funding serves as a gatekeeper for how much progress can be forged ahead. Projects can be on the micro or macro level, but they all shape a client/company’s vision for the near future. Her strategic action for tackling her day as efficiently as possible is a prominent quality that I’ve seen through multiple IU workers, as it is an organizational priority and theme we hold in great esteem. Being a self-starter and an ability to gauge value are clearly a personal purpose for her, as she “focuses all her energy throughout the day on the tasks placed before me and prioritize urgent requests. I go out of my way daily by pushing personal events to the side to focus on only working. Many times, I work into the evening on pressing projects”. Hannah Sartin get things done: fast and right the first time!

Her quality contributions have certainly not gone unnoticed by our clients. At IU, we all work hard as a team to help each other get the most out of our respective positions and to minimize obstacles that could create stress. One of the ways we do this (that I love) is by practicing great communication. Our US financial maven agrees by sharing that: “I love that, no matter what, I am always able to get in contact with Nick or the company admin. Communication is important in any job and with IU communication is very easy and open!”

It can be very easy for remote programs to let communication fall to the wayside, and to have their workers become lonely islands unto themselves. But at IdeasUnlimited, our clients have a continual point of contact to get their needs met—our project management department. Our remote workforce optimization strategy entails three-tier management so not only will you be covered in terms of project management and administration, we take care of monitoring too.

We also want to highlight and commend our remote workers for their exceptional jobs. So again, thank you Hannah for your wonderful work as part of our team!

And to potential clients: what are you waiting for? Go ahead and hire your Hannah today!

Great Resources Served! How IU Services Can Be Used by Restaurants

By | Administrative Support, Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Support, Receptionist Service, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

Eggs? Over easy. Bread? Rye and toasted. Ready? Order up! We allow customers to curate their dining experience, so why shouldn’t you, the restaurant employer? If you want to look for candidates outside of your little pond, expand your outreach, or have someone deal with the paperwork while you are in the chaos of a busy restaurant, IdeasUnlimited is here to help you.

So how can IU assist you?

We specialize in empowering the “little guys”. IdeasUnlimited does this through ecommerce support, administrative support, and providing call center support for small business. Now, you might be asking yourself, “Aren’t those jobs done far away? How will they help plate the food?” While you are correct that they can’t put the food together, a remote team can have a tremendous beneficial effect on the day to day operations of the restaurant. Culinary work aside, most businesses function under the same skeleton: they all handle admin, manage payroll, handle customer complaints, train their employees, all the while promoting their businesses.

This is where we come in.

Brand Management

Get ready to have the branding and sales assistance you need to take those profit margins to the next level and to stay competitive. It’s not just enough to serve good food: you have to draw the customers in so they can try it in the first place. This means getting the word out and building a reputable local and online presence. Our team can create and post memorable social media posts after doing the research necessary to determine the demographic you want to reach or the niche you are looking to fill. Whether your target base is modernist hipster or upper class fine French diners, IdeasUnlimited is filled with qualified individuals who can conduct the customer survey for your target base and manage your brand by seamlessly blending with your brand image.

Sales Support

We can handle your digital marketing whether you want more in-house diners or a flourishing takeaway and delivery business. We excel at

  • Web and graphic design
  • Organic brand growth
  • Mass email marketing
  • Paid search engine advertising
  • Paid social media advertising

Confused about how a remote team will help you make sales? Find out more here. Our agents are experienced in converting leads to sales, retaining current customers, and designing marketing strategies to expand your customer base. Give us a chance and witness the improvement in your conversion rate.

Customer Support

Your customers can make or break your business, so you need to focus on enhancing customer relationships. The first step is figuring out whether you need an inbound call center solution. Our agents will field all your incoming calls, take orders, make reservations, delicately handle irate customers—improving customer satisfaction and increasing customer lifetime value. Word of mouth is incredibly powerful in your industry, and our agents will ensure that each one of your customers becomes a brand evangelist.

Multilingual Support

One of the premier resources at IU is multilingual support, ensuring that you reach the customers you need, in a way that fosters a trusting patronage. We can do this by providing a receptionist service to field all incoming calls and make reservations. Or even by taking complaints and forwarding them, ensuring seamless customer service in the customers’ native languages. All of this would be done via call center support.

Business Management

Building up a fantastic team is an often-unappreciated asset within the career world. Minimizing as much drama as possible keeps that heat in the kitchen, where it belongs. Let IU take the stress off of your proverbial plate with our premiere services.

Our administrative support gives you the time to focus on the passions of the palate. We can take care of everything from handling schedules to managing all communication channels and taking care of documentation.

IdeasUnlimited’s call center support takes you from managing pantry ingredients, to posting jobs, and training servers to get ready for opening day. While you are plating, we are oiling the machine with flawless oversight of cash flow. IdeasUnlimited also cooks up some creative juices with our much lauded customer-satisfying ecommerce support!

These are some of the day to day business management services we offer:

Administrative Support
Ecommerce Support
Inventory Management
Listing Management
Technical Support
Vendor Management
Payroll Processing
Job Listing Management
Resource Screening and Interviewing
Bookkeeping and Tax Preparation

Contact us and we will show you what we can do for your business. The results will definitely not lead to returned orders: the chef you hire at IU will keep your tastes in mind.

Norwegian Customer Service by IdeasUnlimited

God morgen! A New Era of Norwegian Customer Service

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Receptionist Service, Transcription, Translation, Virtual Assistant Support | No Comments

When you say the word ‘Norway’ what comes to mind? Is it the fjords? Skiing? Or maybe the glorious Vikings? Whatever stereotype you choose, good customer service is likely not in the top ten. IdeasUnlimited is here to help change that. We can help take your companies’ online web presence and sales and elevate them so that you are creating connections while upselling. This allows you the freedom to focus on improving your value offering while we provide exceptional Norwegian customer service.

Apparently, there is national recognition of passivity or inaction in retail. ScienceNordic details a study conducted recently which concluded that “companies are once again paying attention to the importance of how their employees treat customers”.

This research campaign brought to light a tendency to forget upselling and a decrease in securing final sales from 18 to 14 percent. Norwegian salespeople are now much better at greeting customers with that sunny smile and Nordic disposition, but there just has not been that follow through to secure the sales. IdeasUnlimited’s Norwegian customer service representatives can manage phone sales and even online orders to increase your company’s conversion rate. As a company, we have a large pool of native Norwegian speakers. Hence, you will have that cultural continuity while being assured that your hires will be trained to fit your standards. This allows your efforts to be spent best on optimizing your core business competencies.

IdeasUnlimited can also provide you workers to oversee quality assurance or customer satisfaction research for you. This can be vital, as “asking customers how satisfied they are does not always give a true picture of how well employees do their work”, especially when asked directly. Responses are often much more honest when done behind a barrier, so to speak, or anonymously to an individual who can hold accountability. You can only then receive honest feedback as to the tone of the interaction, how empathetic the customer support agent was, and whether customers were offered incentives to stay with your brand. You can know exactly where changes need to be made. It isn’t enough to just meet your sales goals, you need a team who believes an understanding of what it is that drives people is more important to continue progressing to the next level. By visualizing your customers perceptions, you can carve out solutions.

One of the examples that Norway is learning from is Tesla. They are a story of what exactly not to do then taking the time to make corrections. As of 2018, Norwegian Tesla owners reported “ridiculously long wait times and un-returned phone calls as Tesla’s service centers in Norway are overworked and low on parts”. Many customers had to make trips to customer care centers specifically just to find someone to communicate with who could direct them to help. Others were given surprise notifications for repair dates that they had not made. At one point, the lack of communication within their customer service department was so pervasive, that messages were actually being sent to the founder, Elon Musk. Luckily, 2019 has seen several changes in procedures.

Several initiatives like seeing service team sizes doubling by the end of the year were introduced. But what were the actual results? Well, Tesla grew its service team in Norway by 30% this year and added more shifts. Greater coverage meant more claims could be taken in. Customers could finally speak to a human being within a reasonable time.

But IdeasUnlimited knows you can do better than that. That you WANT better than that. This is why we want to set you up with a team that will make this a reality. When you have the right product or service, a perfect ratio of customer service and a unified management, you can do just about anything. So, let us find the right local customer service representatives for you while you strengthen your retail strategies.

Careers on the Spectrum: All Abilities Welcome at IdeasUnlimited

By | Employee Management, Inclusive Workforce, The IU Way | No Comments

For as long as I can remember, I was ‘different’: from my family, my friend group, from even my small Christian college campus. ‘Different’ was not always bad though. My mom called me unique, but I grew up with the belief that unique just meant to be funny or a great writer. I had a small group of close friends and I put my brains to good use on the Speech Team as a debater. But with all of those strengths, I found myself frustrated at my inability to succeed at math, the difficulty I faced in learning how to drive, or how initiating friendships was a struggle. I came into adulthood accepting these flaws, yet I still wanted answers. After a visit with a health

professional, what were stereotypical behaviors that girls are raised to believe they are not going to excel in turned out to be something else: Non-Verbal Learning Disorder, a spectrum disorder.

I am an individual with high functioning autism.

It took time to accept the label, but it didn’t change who I was. It just led to an awareness of my deficits and how to work on them, which has become a gift. Many non-diagnosed individuals struggle with their own setbacks but lack the impetus to fix them. That peek into who I am deep down has saved me from personal pain but has also been an asset in the workplace since it objectively sets boundaries and highlights the areas where I really shine. Marcie Ciampri, an autism expert, has argued that companies “should look into bringing on an autistic as a community manager (or similar job title), to serve as an autism expert during company-wide meetings, managerial sessions, and/or monthly newsletters” (ERE Media, 2018).

IdeasUnlimited has empowered me to take my experiences and develop full-fledged company-wide projects aimed at recruiting individuals with other mental and developmental health concerns. I have been able to lend immediate diversity within my work environment and dramatically alter the conversation since “hiring a neurodiverse workforce involves not just understanding commonly known aspects about autism but knowing the possible reasons behind the facts” (ERE Media). My methods may be misunderstood, but they are also innovative. Within IdeasUnlimited, I have developed a sense of purpose without having to sacrifice who I am.

IdeasUnlimited is a progressive company that is not only having a conversation on mental health, but we are living it through actions. By educating our staff on disabilities and placing a priority on recruiting individuals with disabilities, we are following HR Management best practices and investing in the global community. I have personally seen an investment in my own life as I have been tasked with the responsibility to lead over numerous projects. Many autistic individuals get pigeonholed as the ‘techie’ in the workplace, but “they are as unique in their skills and aptitudes as any other human being” (ERE Media). I love administrative-type duties, and to utilize my creative writing skills and I get to do that every day. I get paid to play, and not everyone is blessed to say that. We work hard every day at IdeasUnlimited to create an inclusive, adaptive environment where our expectations/values are clear so that any candidate could jump right in.