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Remote Support Services

How to Make Sales During a Pandemic

By | Administrative Support, Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Outbound Call Center Services, Receptionist Service, Remote Support Services, Technical Support | No Comments

As the world collectively prays for a speedy recovery from COVID, business must go on. Maintaining quarterly performance and hitting quotas is more difficult than ever, but there is also a great opportunity for all of us to solve new challenges.

We won’t bother you with stats and figures showing how the pandemic is wreaking havoc across our economic landscape (there’s enough of that on the internet already). Instead, here we’re focusing on how you can soldier on and maintain, or even grow, your sales in this strange new situation we find ourselves in. And it all begins with a basic three step plan: ‘Go online’, ‘put people first’ and ‘be flexible’.

Go Online

Brick and mortar establishments will always have a place in our markets, but all organizations must develop an online channel to fall back to. While the pandemic continues to stifle traditional business, ecommerce, on the other hand, is experiencing a massive boom. Walmart and Amazon have both reported a staggering 40% to 97% increase in their onlines sales just this first quarter.

If you don’t have a digital market in place, now is the time to give it a serious thought. If you feel you have no experience or knowledge to make the switch to the internet, don’t worry. For small businesses, creating an ecommerce platform has never been easier with numerous third party services specializing in creating one for them. What you need to worry about is how soon you are willing to pull the trigger.

Put People First

Our quarantine lifestyle has made face-to-face interactions problematic, but you still need to find ways to show your customers that you care. A good rule of thumb is to always have more online calls than what’s required. Meetings should rarely be ‘presentations’. Avoid PowerPoints slides in favor of good old fashioned conversations where you try to understand the client; who they are, where they come from, etc. When a client senses empathy, they are more likely to do business with you.

Sales is a pursuit to satisfy customers. Simply delivering isn’t enough. You need to go above and beyond to nurture a strong connection with your clients. While marketing can fulfil this need, your sales, project management, business development and other teams must all collectively touch bases with your clients during the bidding process.

Be Flexible

The pandemic is a que for everyone to start thinking out of the box. Put aside tried and tested business models and ask yourself; how can I tailor my business to all types of needs? Car companies are altering their assembly lines to build ventilators and airlines are using their fleet for cargo delivery. Maintaining revenue is all about providing a service in any way, shape or form.

You don’t need to simply come up with new products and services. Instead, accommodate your clients as best you can. Change your pricing model, provide installment options or agree to something outside your SOP’s. The goal is to get the ball rolling with a potential client. One example is that here at IdeasUnlimited, we offer turn-key solutions based on a holistic approach. Now, we have changed our packages to be smaller and scalable in the long run. This allows clients, who are now more risk-averse than ever, to be more comfortable in working with us since we give them the option to initiate without a huge investment.

While there are plenty of reasons to lament a global health crisis, we ultimately see great hope. IdeasUnlimited believes in the power of human ingenuity and we have always bet on people’s ability to find creative solutions for even the most complex problems. We are proud of our remote workforce who have skillfully navigated us through the pandemic and each one of them are ready to extend their assistance to you. If you’d like to know more, then be sure to read about how we helped a California based eshop reach global success. Whether it’s creating your own online store, assisting with customer service or providing operational support, we are always here to help! Contact us at sales@ideasunlimitedonline.com and give your business the boost it deserves.

Why You Should Hire a Healthcare Call Center During the COVID-19 Pandemic

Why You Should Hire a Medical Call Center During the COVID-19 Pandemic

By | Administrative Support, Business Sustainability, Call Center Support, Customer Service, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Medical Virtual Assistant, Outbound Call Center Services, Remote Support Services, The IU Way, Virtual Assistant, Virtual Assistant Support | One Comment

Being a healthcare professional is one of the most stressful jobs to have during the COVID-19 pandemic. Even if your healthcare center does not cater to COVID-19 testing or treatment, you likely have several patients whose health you need to monitor closely in radically different conditions than any of us were used to previously.

Most healthcare providers cannot in good conscience neglect their patients, urgent or otherwise, for extended periods of time. Physician groups, hospitals, and clinics around the country are shifting to telehealth or minimum-contact patient care. However, they are not fully equipped to deal with these drastic changes. With most patients preferring to call in or video-link to doctors, but not willing to wait for care, it is important to ensure that these processes run like a well-oiled machine.

You need experienced medical call center agents to handle this sudden influx of calls. The calls might range from appointment scheduling, to prescription refilling, to questions about invoices, and reliable after care. Relying on your employees to do both this work and their usual roster of tasks will almost certainly result in poor customer satisfaction.

Why You Should Have a Medical Call Center

Give Your Patients COVID-19 Information

Healthcare practices are the first point of contact for people when they have questions about the pandemic. This is especially true for especially those specializing in general medicine or internal medicine. Since new information about COVID-19 is coming forth constantly, patients reach out repeatedly, trying to quell their anxieties about potential symptoms. Many also keep calling to ask how to stay safe in these conditions. Doctor offices around the world, from India to the UK and the US, are reporting a deluge of calls with a dearth of patient visits. Mobilizing to cater to these calls with a minimum of disruption to all other essential work is necessary. Your one solution to this problem; which will likely stretch to the next year and possibly beyond, is hiring a healthcare call center.

Improve Customer Satisfaction and Keep Revenue Streams Ongoing

These days, patient footfall has fallen drastically on site; so quality measures should focus largely on call responses instead of on-site dealings for the time being. Training a staff that is used to face-to-face interactions to transition to communicating only over call is an uphill battle.

However, keeping customer satisfaction levels high is as imperative as ever. Bear in mind that any patient receiving comprehensive and compassionate guidance from you during this time is likely going to show customer loyalty towards you for a long time. You will reap dividends many times over in the long run by focusing on patient satisfaction through healthcare call center support.

Patients are asked to provide information about their healthcare experience via the annual Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey results can lead to hospitals losing some reimbursements from Medicare; an overall loss of over $1.7 billion in 2017. A healthcare call center influences and improves the patient experience, ensuring that a minimum of these reimbursements is lost. This is why two-thirds of US hospitals use healthcare call center support.

Healthcare Call Centers Can Save Money for Physician Groups

A healthcare call center brings with it a wealth of experience and guaranteed HIPAA compliance.

By sharing a healthcare call center across a physician group or a clinic shared by several providers, the cost of handling patients goes down considerably. Instead of hiring several people, one competent and trained healthcare call center representative can handle all calls made to the group. This brings down the immediate cost of labor for all physicians who are part of the group. The cost of training is reduced as well, while the cost of lost patient revenue due to irate clients becomes negligible.

If only one provider wants to hire a healthcare call center, that provider can hire a call center representative who works part-time but manages or returns all the calls made. Through IdeasUnlimited’s healthcare call center facilities, you can hire a call center representative to work for you for a pre-agreed number of hours per week. The healthcare call center’s focus leads to efficiency, with immediate results being apparent.

Lower Risk and Better Compliance

Having a HIPAA-certified agent handle your calls lowers compliance risk considerably. While initial HIPAA-training can take from 2 to 3 hours, the ongoing training and compliance is a struggle for each provider. HIPAA procedures need to be so ingrained in the staff that patient privacy and best processes take center stage. The best way to do this is by hiring a healthcare call center that has certified agents.

Identifying Where You Are Losing Money

Some healthcare call centers, such as those operated by IdeasUnlimited, offer a holistic package which includes cost audits. IdeasUnlimited’s healthcare call center service includes an audit of the business, which will identify where the healthcare provider is losing money. This service is imperative during the coronavirus crisis. Especially since healthcare providers and physician practices are being encouraged to operate at full capacity, yet income is slow with coming in. Reducing unnecessary costs and administrative bloating can improve the bottom-line manifold. Most healthcare providers who grow beyond an office of ten people don’t realize that their administrative costs are too high and can be reduced through consolidation. Having a third party objectively analyze your costs will identify where your business can improve cash flow in these trying times.

Access to Service Data and Quality Control

When you hire front desk representatives to take patient calls, you don’t have access to the kind of data you need for quality control. In such a situation, your options for keeping tabs on and improving customer service are very limited. On the other hand, healthcare call centers operate with strict quality measures in place, and content dashboards with access to service data. Having access to data regarding each patient contact grants you immediate feedback regarding services. Moreover, it helps you steer the direct and indirect messages going out to your patients.

IdeasUnlimited’s quality assurance team can take this task off your hands as well. The quality assurance team monitors calls and ensures that the standard operating procedures, as defined by the client, are observed. Quality assurance ensures excellence at each stage of contact with the patient.

By documenting each client contact in an easily searchable way, you ensure that your client contacts are up to par. You also have a detailed client contact history that enables you to have as complete a picture as possible when dealing with a client. Having detailed records also minimizes provider liability.

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

Why IdeasUnlimited is Your Best Choice for A Healthcare Call Center

If you are not yet employing a healthcare call center, now is the time to take the leap and reap the dividends. Not shifting to a healthcare call center may actively be harming your business without your knowledge. IdeasUnlimited is the ideal partner to help you transition to a new way of handling your patients. Contact us at sales@ideasunlimitedonline.com to get a custom quote for your business today.

Sales Support Staff

Why is Your Sales Support Staff Crucial for Keeping Your Business Afloat?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Customer Service, Marketing Virtual Assistant, Remote Support Services, Technical Support, Technical Support, The IU Way, Virtual Assistant, Virtual Assistant Support | No Comments

Why Do You Need Sales Support Staff?

Why is your sales team not achieving their desired quotas and is instead consistently underperforming? Is this a consistent problem that is harming your closing rate? Read on to see the biggest reason why in order to address it straight away.

Hire sales support

One of the most effective strategies of making headway in this department is to hire sales support. Sales support staff exist for the sales representatives to be able to close sales faster, smarter, and more efficiently.

Typically, less than 40% of a sales team’s time is spent generating financial returns. Why is that the case? Because 60% of an agent’s time is spent on time-intensive and painstaking secondary tasks. A lot of them are not directly related to acquiring new clients, but they are absolutely essential for keeping your clients happy. This then translates into keeping your business afloat. You need sales support staff to handle the bulk of these secondary tasks so your sales agents can focus on closing new leads.

However, there is a fine balance your company has to walk to hire just the correct number of sales support employees to enhance your sales team’s productivity but also justify the additional expense. Having 50-60% sales support workers in your sales team hits the sweet spot.

Ancillary tasks need to be assigned elsewhere to free up the frontline and pre-sales team’s time and energy. Administrative support tasks like handling accounts, scheduling meetings with customers, following up with them about their order(s), and other sundry tasks are some of the duties that should be performed by sales support staff.

Customer Relation management by Sales Support

Maintaining a Customer Relationship Management System is part of their job description as well. They update client accounts, new developments, and current statuses here for easy access by any relevant company employees. This is a farsighted approach which streamlines processes that weigh down those workers whose work directly translates into more revenue being generated. Spending hours and hours on monotonous routine tasks is tedious for someone who knows their time would be more productively spent elsewhere. A CRM system is also a convenient reference for the processes that your business incorporates. It allows for you to easily scale up when required and is also helpful for training new hires.

CRM systems also acts as a task management platform with reminders of meetings, things to do, and deadlines. They are connected to communication channels like email, telephone calls, and social media etc. for real time engagement with clients. They also record the history of each order and client interaction, which in turn allows for a better understanding of why some deals fall through while others are successful.

What Are the Responsibilities of Sales Support Staff?

The job of a sales support individual is to streamline processes and provide bilateral support and tertiary services to ensure the sales staff can perform at their maximum capability and efficiency. Your sales support staff will mainly be handling peripheral tasks related to client orders and inventory management. They will take care of administrative tasks like scheduling meetings, data processing, providing leads to the sales team and handling customer inquiries. These personnel need to be able to organize their tasks proficiently because they are crucial for the efficient running of the company.

Sales support increasing accountability

Their responsibilities will include the following:

  1. Administrative support

Sales support staff make sure processes run smoothly by providing administrative support. Their tasks include:

  • Processing orders and updating backlogs in the digital CRM system.
  • Scheduling meetings with clients and assigning them to sales representatives.
  • Forwarding all client complaints and inquiries to the respective departments for maximum productivity and client satisfaction.
  1. Acquiring and retaining clients

This staff will also act as your frontline appointment setters, cold calling and warm calling agents, and backend data entry operators to ensure that your sales team works as well as it can. They will take care of:

Sales Support as a client retainer
  • Handling client inquiries to their satisfaction.
  • Forwarding prospective client leads to the sales agents so they can follow up with them on their end.
  • Recording sales orders with their relevant details in the CRM system and handling rush orders.
  • Overseeing the status of pending orders by keeping in touch with the clients to reassure them and keep them up to date.
  1. Monitoring the sales team

Sales Support to monitor the sales team

The sales support staff also monitors the sales team’s internal processes on a day-to-day basis. This creates a tiered organizational structure so that the responsibility and supervision does not rest solely in the hands of one manager. On the other hand, the tasks are subdivided to be better achievable. This aspect covers:

  • Keeping a check on the sales team’s developments and progress.
  • Analyzing data from the CRM system to investigate the ratio of leads converted into sales, the factors behind a low or high conversion rate in different areas.

Sales support can study buying habits in different demographics according to their sales data for more targeted marketing. Any insights on sales trends across the industry would be helpful for the team to know which directions to pursue.

  • Organizing reports to chart the sales team’s performance as well as research and implement strategies to improve said performance for the optimum running of the team.

We often see companies laying off sales support staff in a purported effort to reduce costs while still keeping the essential workers to keep the business operational. But by reducing the percentage of sales support, the company sees a dramatic decrease in productivity and efficiency. Scaling up or scaling down, for each frontline sales agent, there needs to be a sales support agent. This will ensure that processes run smoothly and without easily avoidable glitches.

Delivery Services During COVID-19

10 Ways to Optimize Your Delivery Services for COVID-19

By | Business Improvement, Business Sustainability, Customer Service, Employee Management, Remote Support Services, Remote Work, The IU Way, Virtual Assistant, Virtual Assistant Support | No Comments

COVID-19 has shaken up the whole world and placed a strain on quite a few industries, especially delivery companies. You must be wondering how you can quickly adapt and capitalize on this opportunity.

Logistics and operations can be very well managed remotely. You just need good collaboration tools, an up-to-date database, and a skeletal staff on site who can take care of the actual packaging and dispatch. Let’s discuss this in more detail. What would you need?

We have listed 10 different ways you can keep supplying all your customers and maintain as much normalcy as possible.

1. Display Social Responsibility

Ensure that your in-house operations have preventative systems in place and all your employees have protective equipment. Your business runs because of your employees, so taking care of them will only help your own bottom line. An added bonus—your customers will have greater confidence that they will be receiving non-contaminated products. That will give you an immediate edge over your competition during the COVID-19 pandemic.

2. Minimum Contact Delivery

This must be one of the first things that you should take care of in light of this global pandemic. Your customers should not feel like they are putting themselves at risk while receiving packages. Introduce curbside delivery with a notification so the customer can pick it up before someone else does. Minimum contact delivery is the way to go, both for your customers and to keep your employees safe.

3. Adjust the Packaging

Something as simple as multi-layered packaging can boost customer trust in your business’ hygiene standards. Add an outer layer of packaging that can be easily discarded by your customers before taking the items inside their houses. Make your customers’ lives easier and reap the benefits in the form of greater sales despite COVID-19.

Optimizing Delivery Services During COVID-19

4. Easier Online Payment Methods

Expand your online, no-contact payment mechanism to include more methods, especially allowing for local preferences. If you only stick to bank transfers and credit card payments, you may lose out on a considerable chunk of your target market.

5. Good Collaboration Tools

Get better worker collaboration and communication tools so you can get in touch with your workers from anywhere, at any time during business hours. Audio and video conferencing tools like Zoom and UberConference, chat software like Slack and Skype, mobile collaboration tools like Telegram, and project management tools like Trello are all free for you to try out with your team and judge their utility yourself. You don’t even need to issue company headsets for business lines. Invest in a good-quality VoIP like RingCentral and get softphones that your employees can use from anywhere, just as long as they have a stable and good Internet connection.

6. Redirect Your Workforce

Move your in-store team towards managing online sales, taking orders through social media, and promoting your business to their personal networks. The faster and more efficiently you can handle online sales, the better it is for your bottom line.

7. Change Hiring Practices

Hire workers who are experienced at remotely handling tasks. That way they can handle your delivery operations from anywhere in the world. The most important point in favor of this approach is that these remote workers have experience in productively doing their jobs in a remote setting. Trying to permanently move an in-house employee towards remote work may not be as effective or accomplished as quickly.

8. Effective Logistics Team

Your business must have an effective logistics team that ensures your inventory records are up to date and your customer support and sales team get quick responses from the warehouses. You don’t need to keep this team on-site. Rather, pare down your on-site team to the bare minimum needed to package and deliver the products and move everyone else to remote work.

9. Faster Customer Support Response

The speed of your customer service team’s response is crucially important for retaining customers. Social distancing is allowing your customers more time to pick and choose which businesses they want to patronize. You are also competing with all other online businesses for your customers. Hence, you want to respond as fast as possible with order confirmation, tracking information, answers to customer questions, and troubleshooting advice.

Look into partnering with a 24 hour call center or after-hours call center to achieve this goal without going through the hassle of recruiting, managing, and monitoring the agents yourself.

10. Better Tracking Mechanism

With the majority of your customers stuck at home and most delivery services bogged down by extra orders and insufficient staff during the COVID-19 pandemic, customers are even more interested in real-time tracking of their orders. If you don’t have an efficient system in place already, remedy that oversight immediately. Track your delivery trucks and plan routes more efficiently, to be able to handle and deliver as many orders as quickly as possible.

Even if the delivery cannot be faster or is unavoidably delayed due to quarantine or lockdown rules, keeping customers informed keeps them satisfied.

Conclusion

These strategies will lower your overhead costs and make your business more competitive despite the COVID-19 pandemic. Switching some of your office jobs to remote roles will directly decrease business expenses, improving your bottom line. Your business will be able to survive and even flourish in tough economic times. Do not waste your time. Look into how these tips apply to your business and make the changes necessary before you are mired down by new problems created by deficiencies in your systems.

Why do you need honest customer service?

Why Should You Have Honest Customer Service?

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Employee Management, Entrepreneurship, IdeasUnlimited US Remote Workers, Receptionist Service, Remote Work, The IU Way, Virtual Assistant | No Comments

Why do most companies keep customers in the dark until the issue can be resolved?

They don’t want to have to tell the customer that there is anything wrong and to acknowledge their mistake. Often, the problem might not even be any mistake but an accident caused by uncontrollable events, but customer service representatives are hesitant to disclose the real issue behind the scenes for fear of being held liable for it later on.

Backed by our 9+ years of experience in operating a customer care center, we are here to tell you that honest customer service is the only way to go for operating a sustainable business.

Why Customers Dislike Being Left Out of the Loop

Customer dislike being kept in the dark for these two major reasons:

  1. 1. It makes the customers feel frustrated that they do not have the full picture of what is going on and it makes them feel that you as a company do not care about your clients.
  2. 2. Customers cannot manage their expectations because they literally have no idea what to expect.

Why You Should Tell Customers the Truth, Even When It’s Bad

It is a natural impulse to hide bad news for as long as possible but we’re here to tell you that being honest with your customers would be a better business decision. Here is why:

  1. 1. Being honest will generate trust between your company and your customer. Doing otherwise will not create long term value for your business. If you are straightforward and clear in your dealings as a company, it is only natural that honest and trustworthy people will in turn be attracted to your business. Like follows like.
  2. 2. Customers are intelligent. They understand that problems do arise. They can handle bad news and do not even mind if it is handled correctly. They’re more interested in what you’re doing to fix the issue. They just want some reassurance that something is being done to rectify the situation in an expected timeframe.
  3. 3. If clients are happy with the customer service they are receiving, they’ll return more and more. A successful business depends more on return customers than new ones.

Why Valuing Honest Customer Service is a Good Business Idea

Having a strong customer service center which becomes known for its honesty and integrity can be a huge asset that can catapult your popularity. Customers are more willing to try out a new company if they hear that they are willing to go above and beyond for their customers. They are likelier to reward a company who they hear are honest. It makes the customer realize there are actual human beings behind the screen who care about you as another human being and want to solve your issue.

Another advantage of this is the goodwill this develops between the customers and your employees. Your employees will be content in a place they know upholds good moral values and will be proud to be working there.

Honest customer service

How Can You Become a Company with Honest Customer Service?

How can you uphold these values without altruistically running your business into the ground?

What you need to do when defining your expertise/ services is to be as detailed as possible in favor of exactly defining what it is you are offering. This shows that you value time and clarity of thought. It will also make it easier for customers to be able to find you from amongst the hundreds of other companies.

If the customer has been inconvenienced, you should be transparent and ask them how to make it up to them. You can give options like giving refunds, gift cards or coupons and let them decide.

One major deterrent to opting for a dishonest approach to handling customers is that anything you do will always remain online for everyone to see. Be they reviews or internal communications with your employees, you should know anything done on the internet remains on the internet. An ethical company would have nothing to fear from a disgruntled employee or irritated customer.

Things to Avoid:

Using vague language which is extremely generic will give the impression that you are brushing off your customers by using popular jargon without putting much thought into what you are saying.

People will have pre-established notions of your company if they have already been exposed to negative reviews pertaining to your reputation as untrustworthy or fraudulent. They could have heard it from other people or read it online, it doesn’t matter. It shows a history of behavior and customers are less likely to give such a company a chance.

Lying has another negative drawback. It can always circle back, and the actual truth can be revealed. Even if you think you got away with it in the initial situation, if a customer later realizes they have been lied to, there is a chance that they get angry enough to take their business elsewhere.

At the end of the day, there will be no business if there are no customers, so it is simply good business sense to make their satisfaction your priority. So, what are you waiting for? Get expert customer service center support today in order to avoid these pitfalls and build a sustainable brand.

IU services in COVID-19

Is COVID-19 Harming Your Business? We Can Help

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Inbound Call Center Solution, Marketing Virtual Assistant, Medical Virtual Assistant, Multilingual Customer Service, Outbound Call Center Services, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

The coronavirus pandemic has rained trouble down on small businesses from every angle. The business landscape is uncertain, and every sector has had to adapt. Whether business is reduced, or it is temporarily booming, we can help you get through this time. Our secret is leveraging and managing a remote workforce.

Chat, Email, and Call Center Support

Just like most businesses today, your business may be spread thin; perhaps employees are staying at home, availing PTO. Or perhaps you could not afford their services, but cannot handle all the work they were taking care of. If so, it might be time to look into hiring and managing a remote workforce.

Hiring a remote workforce during this time to take care of customer emails, calls and chat requests is the best way to ensure that your customers or clients feel well taken care of. While clients will understand that you are working with a reduced staff, they will appreciate your company much more and will not put services on hold if you are proactive in getting their work done.

A remote workforce is often much less expensive than local services. Not only will that drive costs down when margins are thin, managing a remote workforce through IdeasUnlimited will ensure that you know exactly what it’s doing any time it is on the clock. As industries have shifted almost entirely to telework, employers have been worried about paying their employees for work that doesn’t get done due to all the distractions at home. IdeasUnlimited remote oversight services guarantee that your employees are working on their job duties wherever they are in the world.

Chat support, email support, and call support can be customized to any business. If your emails are piling up, or clients are concerned about never being able to reach you, you can hire IdeasUnlimited services on an hourly basis today.

Remote_Work

Boom in Business?

If you’re experiencing a boom in business during the COVID-19 pandemic, you need to capitalize on this and handle it correctly with your customers. Responding to clients promptly and making sure that they do not experience any hassle in getting their order or service requests through, is paramount. This will pay dividends in happy, returning customers. Hiring a customer care center that is experienced in support services will ensure that you hit the ground running and do not need to waste time interviewing contractors. With top remote teams providing 24/7/365 support, fast scalability and flexibility, omnichannel support, and cost-effective packages, IdeasUnlimited will be the ideal partner to help you during this crisis. IdeasUnlimited will take most of the work of managing a remote workforce off your hands.

Healthcare Call Center Support

Hiring a remote workforce for a call center during the coronavirus crisis will provide the ideal infrastructure for handling all your client calls and queries. A healthcare service inundated with calls and questions during COVID 19 will have to scale up quickly, without any degradation in customer service. With most doctors switching to telehealth appointments amidst the crisis, having a remote workforce ready to handle potential healthcare clients has become even more important. Through IdeasUnlimited’s healthcare call center staff, you can hire remote call center workers to take care of both frontend and backend services. Frontend agents can set up appointments, handle prescription refills, check eligibility and benefits etc. The backend agents, who are also certified in all major EMR platforms, can enter patient demographics, claim scrubbing and submission, billing, etc.

Health care support services IU

Operations Support

Business relief plans offered through governments the world over do not cover contractor pay. Thus, you should look into hiring overseas contractors who will ease the financial burden on your business, since you will get the same work done for much cheaper. IU services such as marketing support, virtual assistant support, and call center support can help you keep your business going, but at a lower cost than usual.

Outsourcing invoice generation and collection, bookkeeping, and payroll will not only cut your employee costs down, it will allow you to focus on core business responsibilities. During the COVID-19 pandemic, your primary focus should be on adapting your core business model to the changing conditions and appealing to existing customers. Support services can be outsourced at a cheaper rate than in-house employees or contractors.

Marketing and Ecommerce Support

With most brick and mortar stores being forced to close their doors, or having to adhere to strict restrictions regarding footprints, online shopping and deliveries have boomed. Your business needs to set up or enhance its ecommerce platform as soon as possible, because that’s where the bulk of your customers will be contacting you. IdeasUnlimited can help you with website development and have your website up and running as soon as possible. However; you need to market the website once it is published.  Providing a good customer experience on the website is also imperative. IdeasUnlimited offers a full ecommerce support package, including technical support, logistics support, marketing support, backend support, product research, and brand management. We can also help you with managing a remote workforce for website development and maintenance.

Billing Support

During the COVID-19 pandemic, your business should give clients a larger window of time to fulfill invoices; however, you should not be giving work away for free. It is necessary for cash flow that you track client work and bill them on time and accurately. You should try to stay on top of this; however, if you can’t, hiring a remote worker to take care of this for you may be the best option. IdeasUnlimited can provide you billing support at flexible hours per week, to make sure that your business does not lose money it should not be missing out on during this pandemic.

Contact us today to get a custom quote for your business at sales@ideasunlimitedonline.com.

Optimize Your Delivery Service - IU Inbound Customer Service Center

8 Tips to Optimize Your Delivery Services

By | Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support Services, Inbound Call Center Solution, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | No Comments

The quality and efficiency of your delivery operations are a significant contributor to your business’ overall value proposition. You should be able to supply customers as quickly as possible, using an efficient inbound customer service center, without driving up your delivery cost or compromising on the product or packaging.

Learn How to Optimize Your Delivery Services to Deal with COVID-19

Better Communication Tools & Efficient Project Management

Better Communication Tools

Get better worker collaboration and communication tools so you can get in touch with your workers from anywhere, at any time during business hours. An efficient communication system that allows all your workers to get in touch with each other, from the warehouse workers to delivery workers, factory workers, managers, etc. would make decision-making faster and more accurate. This is crucial all across the business but more so on the delivery side, since fast and reliable communication is especially important there.

Efficient Project Management Tools

Even if all your employees work from one central location and meet each other every day, using a project management tool to manage operations is the best strategy. This will give you a better understanding of deadlines, a visualization of current progress, tasks remaining, and achievement of milestones with a bird’s eye view so things do not get overwhelming or overlooked. You can assign tasks with deadlines to different team members and each person can do their part to complete the task. We have vetted some of the most popular project management tools for you here. Most of them have free trials, so use them with your team and see which interface and features suit your business best.

Simplify Internal Processes & Effective Inventory Management

Simplify Internal Processes

Simply your internal processes for a fast and smooth transition of a task from one employee to another. Different team members and departments should not use several software applications to complete one task since you would be losing too much time in the transfer of tasks alone. For instance, your warehouse and delivery teams should be on the same wavelength and use the same software.

Effective Inventory Management

Your business must have an effective logistics team that ensures your inventory records are up to date and your customer support and sales team get quick responses from the warehouses. Your whole operations hinge on good inventory management since you can only make sales when you know how much product you have available to sell.

Flexibility and Easy Scalability & New Business Models

Flexibility and Easy Scalability

Your business will survive and even bloom through economic booms and recessions if your business model lends itself to easy scalability and quick adjustments. In times of excess demand, if you can easily expand operations, you would be in a better position to capitalize quickly. If your business can swiftly adjust to match supply to demand, you will surpass your competitors.

Introduce New Business Models

Focus more on your website and mobile app since the typical customer is moving away from in-store purchases. Create a secure online payment system and ensure good website traffic management, so your online store is capable of handling traffic surges. Your online payment system should not be limited to only bank transfers and credit cards, rather any money transfer and online payment methods should be compatible.

Introduce different delivery options, ranging from same-day or next-day delivery to slower but cheaper options. You will have to rework your delivery operations a bit, but this will attract all those customers willing to pay a bit more for convenience. It can be a valuable USP as well.

Stronger Customer Relations and Geographic Dispersion of Supply Chain

Stronger Customer Relations

Providing a unique product or service is not sufficient in itself for building a loyal, expanding customer base. You need an excellent  inbound customer service center to foster better relations, highlight customers’ pain points before they become issues, and resolve them in a timely manner. The most crucial part of delivery services is providing a robust tracking mechanism to customers, so they know where their package is at all times. Customers are understanding of delays in delivery, provided they are apprised of the reasons for these delays as soon as possible.

You also need fast responsiveness to customer inquiries as well as top-quality troubleshooting of any order and delivery problems they are facing. The human touch is invaluable, and you don’t even need to set up an inbound customer service center in-house to achieve this goal. Get call center support that seamlessly meshes with your business practices and acts as an extension of your business. Chat bots can only do so much, and they can definitely not calm down irate customers, so you need the human touch.

Your inbound customer service center can easily be virtually managed. Similarly, partnering with a good 24 hour call center or after-hours call center to provide technical support for your website, app, or product itself would garner manifold rewards over time. This center can also handle public relations and manage your online brand image.

Geographic Dispersion of Supply Chain

Collaboration and project management tools would be especially necessary if you disperse your vendors across the world to make your supply chain more robust and sustainable. Diversification of your supply chain would mean that any disruptions due to atypical or natural causes in one geographic region would not cripple your entire operations. You can easily switch over that segment of your operations to a substitute raw material, another factory, warehouse, or distribution center. This would not only optimize your delivery services but make them sustainable.

Conclusion

Creating a good product is not enough, you must be able to deliver it in a timely manner to the right customers to give them an excellent overall experience. Don’t wait any longer! See which of these 8 tips you can implement this quarter to swiftly improve the quality and efficiency of your delivery services.

Best Project Management Software and Tools for a Remote Team in 2020

By | Backend Support Services, Business Improvement, Customer Service, IdeasUnlimited US Remote Workers, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | One Comment

A New Era and the Use of Project Management Software and Tools

Ever wondered how technology has encompassed every field of life today? For businesses, small or big, technology has enhanced the way teams are created and the way they work. Projects can now be delivered by a remote team spread across the globe, an in-house team, or a combination of both.

How is that convenient, you ask? Are you also wondering if such work arrangements will be productive?

The global remote workforce has been growing over the last few years because collaborative and interactive technologies have dissolved all geographical barriers to create efficient virtual workspaces. Reports on remote work show that 35% companies have currently employed a remote workforce, while 89% respondents are involved in fulltime or part time remote or virtual work. Moreover, a remote team shows 10-43% higher productivity as compared to an in-house team.

Benefits of Project Management Software and Tools for a Remote Workforce

Are project management tools effective for virtual teams?

Project management is difficult with an in-house team, and with virtual teams it becomes even more overwhelming. But technology provides the ideal solution. An ideal project management software helps a remote team in project planning, time management, resource allocation, and change management. As virtual workspaces are here to stay, effective project management is a must to build a remote workforce that is competitive, responsive, and successful. A good project management software serves to overcome the time-consuming communication issues and aids in efficiently streamlining processes and tasks.

Project management software and tools serve as a classic solution for keeping things organized and meeting deadlines—leading to greater profitability. Just like for an on-site team, the benefits of using project management software and tools for a remote workforce are innumerable:

 Better planning, execution, and monitoring

 Maintaining work schedules

 Better and clearer delegation of tasks

 Better collaboration

 Efficient problem solving

 Meeting deadlines

 Faster delivery of projects

 Better evaluation of performance

To give you a head start, we have compiled a list of the best project management software and tools for managing a team, especially a remote workforce. These have been handpicked based on ease of use, agility and advanced features, free trials, and quality of customer support.

Proofhub allows you to easily plan, collaborate, organize, and deliver projects—big or small—on time. This project planning software is based on Kanban boards where you can create custom workflows using tasks, assign user roles, choose a project manager, use Gantt charts, and do much more.

Create unlimited projects and add unlimited users, by paying a simple flat fee. Their free trial allows you to try it with your team and since there is a negligible learning curve, you can start using it for your business right away.

Proofhub - Project Planning Tool

Loved by over 85,000 teams and businesses around the world, including Google, Netflix, and NASA, this work management system ensures that nothing falls through the cracks. You can even bring on your clients, show them the progress made, and get real-time feedback and approvals from them. There is no need for lengthy email exchanges any longer. All you need to do is set up your client on Proofhub, give them the access they need, and make your life easy.

They promise to make work a “rewarding experience”, so go ahead and give it a try today.

Wrike is a cloud-based leading project management solution for team collaboration that serves well for both in-house and remote workers. It has won the Best Project Management Software award in 2018 and has 99% positive user reviews. It has a user-friendly, convenient interface, easy set up, and it works just as well on mobile devices. Wrike provides tutorials, documents, and live webinars for training.

It works well for prioritization, visualizing workflows, and analyzing results. Wrike’s features such as Gantt Charts, templates, built-in time tracking tool, scalability, and workload view are equally popular among project members and project managers.

It also offers cost-to-completion tracking for better budget management. Therefore, it has a dual functionality as a resource management cum project management tool. Wrike is a comprehensive software which comes with flexibility and customization to suit each team’s needs. Furthermore, it gives you the flexibility to easily integrate with various tools.

It is particularly beneficial for a virtual workspace because of its many data management and collaborative features. It helps in creating a remote team that is self-sufficient and productive.

Teams up to 5 members can reap its benefits for free. Bigger teams or enterprises can try it and then opt for a professional plan. However, reviews show it works best for marketing and design teams with 20+ members. It comes with a 24/7 support through a live customer service representative, which most definitely is a big plus!

Previously known as Dapulse, Monday.com has revived its image and has emerged as a fun, visually appealing, intuitively easy to use, and organized project management resource.

It offers collaboration and communication tools and provides integration with Google Drive, Dropbox, and Slack.

It is popular for remote workforce management because it is easily customizable, provides in-built tracking and monitoring, and can seamlessly become part of any established software system.

With a common dashboard, centralized communication and data management, the entire team stays in the loop. Different bright colors for each project stage, easy to add to-do lists, and member-designated tasks help the teams efficiently plan their timeline and use resources.

Its strongest feature is a URL mirrored Mobile Application. This is invaluable for those who are always on the move—as is the case for most remote workers. Monday.com offers the same interface on mobile as on PC/laptop, edging Monday.com over its competitors because of the easy integration and connectivity with the team.

It is most popular with creative agencies but is equally convenient for all other industries. It does offer a free trial and has different plans depending upon the features required and number of team members. Users find Monday.com intuitive but in case you have any difficulties, its robust customer service is always available to respond to queries.  This excellent and reachable customer service sets them apart from many other viable options.

This is one of the cloud-based software from Zoho with a focus of providing all basic features of project management. It has a simple pricing plan for both the web and mobile applications.

With clear user design, its best feature is its strong integration with other services from Zoho as well as Google and Microsoft. Moreover, the in-built chat option saves the user the hassle of opening external tools and keeps things simpler and timely.

It helps a remote team become organized through its time tracking, problem resolution, and document management tools. Progress tracking is also easy and quick due to easy-to-access Gantt charts, reports and analyses, and individual workflows.

It has a multiple view option and the members can choose their own style, depending on their preference for tasks lists. Impressively, Zoho Projects has shown continuous improvements, giving its users a better interface with many stable, customizable, and advanced features.

Along with tutorial videos and webinars, it also provides in-person trainings for the optimum use of the software. It has a free version for unlimited users, but the features remain restricted. For paid plans, you can enjoy a 10-day free trial to see if the plan suits your specifications or needs any revision. All their plans are flat rate and are very cost effective for larger teams.

Do you often find yourself scrambling at the last minute while trying to manage routine tasks and organizing work schedules for your remote team?

Asana might be a solution to your needs. It is another popular cloud-based project management suite that effectively helps you track the progress of your remote team and meet targets. It offers a simple layout, where all project and task details can be added for easy view.

The easy, flexible layout and mapped-out details for each task benefit the team in staying organized, identifying and rectifying any loopholes or errors, and adjusting schedules instantaneously. Thus, a remote team not only collaborates through Asana but efficiently completes a project by setting priorities, adjusting work structure, and assigning tasks—eliminating overlaps and delays. For routine tasks, a process timeline can be used and

shared as a template for all similar future tasks.

Asana can tie it all together for you with more than a hundred tools for integration, be it email, file sharing, data security, anything you can think of! It has gained popularity among small as well as large businesses and has 96% user satisfaction reports. It also acts as a resource management and collaboration software. Moreover, the mobile application helps with real-time updates and tracking.

It has a basic free version, while the premium and enterprise plans—with advanced and collaborative features—are billed yearly. For a larger team, the premium plan can come cheaply, and it offers exclusive projects, unlimited guests, unlimited dashboards, data export, central administration and other advanced features. Enterprise plans provide agile tools and customer support. Other than higher security and backup options, this plan also guarantees a dedicated customer success manager and instant customer support throughout the year.

Basecamp is most popular in creative agencies and it is very similar to a personal assistant who takes care of everything from assigning tasks and tracking the progress, marking them as done and then moving onto the next stage of the project. It is equally popular among entrepreneurs, contractors, small and medium businesses, and departments of larger organizations.

It has an easy, efficient system that helps in long-term planning and resource management as well. It gels conveniently for multi-customer and multiple projects firms.

It has all the features for collaborating on a project such as to-do lists, message boards, schedules, documents and file storage, and group chat. Since a decade Basecamp has been helping teams to organize, delegate, and monitor tasks.

It has a good file management system and integrative tools that helps virtual teams easily access what they require and finish tasks uninterruptedly. Team members can store, link, tag, share, and comment on project documents and files. The built-in real-time chat room is great for sharing ideas, proposals and discussions, and keeping the entire team on the same page. Therefore, Basecamp is your go-to tool when groups need to efficiently monitor their projects and achieve targets in a timely manner.

Basecamp gives you the freedom to set a date range, prioritize and rearrange tasks according to your needs. By the end of each operation, an automated report can be generated to analyze the progress and save time.

Use your google account to log in and you can enjoy a 60-day free trial of this software. The paid subscription is a fixed annual payment and depends upon the type of use.

For paid plans, the best part is that basecamp comes with all updates and IT issues are taken care of by 24/7 technical assistance. Users can also join a live Q&A base for instant solutions to their queries.

Here is another camp for you to join and enjoy some campfire with your team members!

Freedcamp is a cost effective, user-friendly software that has excellent features for seamless and convenient collaboration of remote teams. It is easily used through iOS and android applications too.

It is a project management solution that is not heavy on the pocket. It is used by a diverse clientele from many industries, ranging from retail, marketing, architecture, interior design to IT services, manufacturing, construction and many more.

Freedcamp features and tools facilitate project management through project scheduling, document and issue management, task management, reporting and time tracking. It has an in-built calendar for scheduling, reminders, tasks and monitoring events. It also has invoicing and billing and project templating tools.  Similarly, Wall is the interactive feature which allows instant communication between all parties. The settings can be used to adjust who sees what. This plethora of add-ons make up for the lack of a vibrant interface for Freedcamp.

It has a comprehensive and responsive customer service. Freedcamp has a general free plan for unlimited users and projects. Moreover, the company offers advance plans to non-profits, teachers and students without any costs.

Trello- Project Management Tool

You will love Trello whether you have just switched over to remote work or have had a remote global team for a while. All the features you need are completely free.

It is a Kanban-style project management app that helps you visually organize tasks, deadlines, and files. You can collaborate with and give updates to a team as well. Organized by cards, boards, and lists, it is a perfect tool for brainstorming a new idea or managing an ongoing project.

Best of all, use their amazing Power-Ups to sync your Google Calendar with the Trello boards, introduce agile elements to your workflow, connect to Dropbox, and do much more. You get one Power-Up free with each free account or you can upgrade to use unlimited Power-Ups. Trello even offers you the possibility of creating one for your own team, with custom functionality.

Conclusion

Using the right set of tools is necessary to reap maximum benefits of a remote team and its potential talent. At IdeasUnlimited, we have honed our remote workforce optimization strategy over the last 8 years to ensure the best quality of work from a geographically dispersed team. Our workers have a wide range of experience of using the above project management tool in several industries—be it real estate, sales, IT etc.

We would love to hear from you! If you have tried any other tool for virtual collaboration that has worked wonders for you, then please share your experience in the comments below.

 

Clutch Names IdeasUnlimited a Top Business Services Firm!

By | Backend Support Services, Call Center Support, Ecommerce Support Services, Healthcare Call Center Support, Multilingual Support, Remote Support Services, The IU Way, Virtual Assistant Support | No Comments

At IdeasUnlimited, we work 24/7 to provide the best call center support out there. We’re delighted to announce that we’ve been named a top Business Services firm that also operates in Pakistan by Clutch.

Clutch is a B2B ratings and reviews company that evaluates and selects industry leaders based on their portfolio, presence in the market space, and quality of their services. Clutch’s 2019 list relies heavily on customer reviews about their partnerships with individual service providers.

“Any recognition of our hard work is of a great value and motivates us to work even harder. This means that we are in the right direction and with continuous improvement and effort, we will only get better!” –Shahzad Yaqoob, Founder, IdeasUnlimited, LLC

We’ve collected several positive reviews on Clutch, creating a very robust profile. In a five-star review from August, a client commended our abilities to connect with their customers over the phone while handling outbound checkout and PR calls. We were able to streamline their workflow, achieving success with our unique value proposition.

Our team is also featured on Clutch’s sister site, The Manifest. The research on The Manifest shows that we are a top-performing call center services company globally. We have three call center locations in the Philippines and one in Pakistan and a very skilled remote team from all over the globe. We have been providing top quality call center support services to global clients for more than 8 years now.

We are incredibly thankful to our clients for their continuous support, both in our partnerships and in your reviews. After working around the clock to offer superior service and technologies, it’s fantastic to see our valuable client relationships grow. We wouldn’t be an industry leader without you!

Want to partner with us? Contact us about our services today.

Lost in Translation—Overcome It with Multilingual Support

Lost in Translation—Overcome It with Multilingual Support

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

In today’s world, where physical borders have become blurred and your business’ customers may hail from any of the world’s 195 countries, focusing on one “world” language like English to cater to your customers can be a costly mistake. In the face of stiff competition, your business will lose non-English-speaking customers if your customer service does not cater to them. The days of differentiating yourself by solely providing a 24 hour call center are long past. You will only acquire and retain customers if you speak to them in their language by having a multilingual contact center.

Multilingual Support—The Solution

Companies that wish to expand globally and build a loyal customer base overseas must cater to these customers in their native languages by having a multilingual contact center. Multilingual support eliminates communication barriers and errors in translation—open and accurate communication with your customers is only possible in their native languages. You can retain more customers by making them feel like they are dealing with a local company, or a company that values them as a customer, since only 8% of repeat purchasers account for 40% of an average store’s revenue. Having specialized multilingual support in a non-global language—like Finnish customer support for your Finnish customers—can make them feel valued in a way that even the best English customer support cannot achieve. Your multilingual contact center should cater to all the major languages spoken by your customers.

Benefits of Multilingual Support

Multilingual support creates the optimal customer interaction experience at every stage of the sale and after-sales process.

  • Greater customer loyalty and positive word of mouth
  • Less chances of miscommunication due to language barriers
  • Greater customer lifetime value with repeat purchases
  • Easier integration into overseas markets with better brand credibility
  • Exponential global growth into new markets
  • Greater likelihood of converting a query into a sale and a complaint into a resolution
  • Successful diversification of risk and smoothening of demand cycles for the business
  • Greater competitiveness locally and in the international market

Why Should You Work with a Multilingual Support Services Provider?

  • Working with a specialist requires less investment of time and effort and a lower cost than building an in-house team. Taki Skouras, the CEO of international wireless retailer Cellairis, advises working with a support services provider for multilingual support if you don’t have the budget for full-time in-house translators.
  • Reliance on experts to establish and manage your multilingual contact center will protect businesses from the pitfalls of expanding globally. They will help you understand the local market and ensure that you comply with local regulations.

A well-informed decision when choosing a provider for your multilingual contact center will guarantee that the positive effect on your business is immediate. The multilingual support services provider should have these characteristics:

 It must have agents with native proficiency in more than one language other than English.

 It should not have large overhead costs that pay for the VIP culture of upper management.

 It must be experienced in providing multilingual support to global companies.

 It should be flexible and scalable to a 24 hour call center as the business grows and calls for round-the-clock customer support.

 It should have agents specialized in providing support in European languages such as French, German and Finnish customer service.

 Call center agents must be experienced with VoIPs, inbound and outbound calling, and resolving customer queries in a timely fashion.

 It should have “live” staff that can understand the nuances of customer behavior and respond accordingly.

 It should be fast, friendly, and reliable, with proven results.

Multilingual Support at IdeasUnlimited

IdeasUnlimited has more than 8 years of experience in providing multilingual support to clients all over the world. Not only does it check all the requirements above, it customizes a multilingual contact center according to the business’ requirements. Contact us today for a customized multilingual support solution.