Tag

Administrative Support Archives - IdeasUnlimited

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.

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.

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 | One Comment

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.

IdeasUnlimited's managed ecommerce customer service for PatPat

Pat-Patting to Success

By | Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, Holiday Season, Inbound Call Center Solution, Outbound Call Center Services, Technical Support | No Comments
The IdeasUnlimited-PatPat customer support team

PatPat has been one of IdeasUnlimited’s most valued clients for over 4 years now, and it will always have a special place in our hearts.

PatPat is an ecommerce brand committed to providing the highest quality, ultra-chic garments and accessories for children and their families. Our mission is to provide the best ecommerce customer service possible to PatPat’s customers and to elevate their shopping experience.

Keep reading to find out what gives PatPat its competitive edge, how our professional relationship began, and where we are now.

Introduction

PatPat is a flourishing ecommerce business based in California and started in 2014 by Albert Wang and Ken Gao, fast friends since their Carnegie Mellon days. When Ken was expecting his first child, he noticed the scarcity of good quality, stylish yet affordable children’s clothing. The rest is history.

PatPat’s unbeatable edge stems from their trendy designs and their extremely popular matching clothes for all ages. Their product lines majorly revolve around clothing for children of all ages and matching outfits for the family. Branching out into related paraphernalia like maternity wear, shoes, accessories, home goods, and more, PatPat soon became an international brand with satisfied customers and repeat buyers.

Their business model has been wildly successful due to a number of factors——the most significant being the fact that they collaborate directly with the product manufacturers. Affordable design has never been so hip!

Just a year in, PatPat was being recommended on the App Store homepage due to its high  ratings and reviews. In 2016, it became the Top Recommended Shopping App. And the accolades did not stop there. In 2019, it was named the ‘App of the Day’ by the UK App Store.

An innovative business model is not enough for carving out your place in the apparel industry.

So how did PatPat keep its customers satisfied and ensure that they returned? They unsuccessfully tried to find customer support agents themselves and then came to IdeasUnlimited to help manage their support tickets. PatPat partnered with IdeasUnlimited in 2015 so that we could manage their omnichannel customer experience—through customer support and ecommerce support services—while they focused on their core competency of supplying good-quality apparel. This added value created a win-win situation!

IU is responsible for the PatPat CSR team's success

PatPat initially needed one customer support agent, but the number grew exponentially as their business flourished, thanks to our unbeatable 24 hour call center support at our Philippines center. PatPat now has 40 handpicked and extensively trained IU agents ensuring an empathetic, timely, and effective customer care service.

IdeasUnlimited’s involvement with PatPat has increased over the years to keep up with its growth. Starting with a small group of moms in 2015, we now assist with customers in over 90 countries. IU’s ecommerce customer support has improved CSAT levels to 90%. This success shows how important a well-equipped customer care center is for continued growth of any ecommerce brand.

The IdeasUnlimited Philippines call center team

IdeasUnlimited's Ecommerce Customer Support

IdeasUnlimited agents are responsible for PatPat’s 24/7 customer experience management through:

  • Ecommerce Customer Service
  • Email, Chat, and Call Support
  • Order Processing Support
  • Backend Support
  • Marketing Support
  • Social Media Support
  • Online Reputation Management
  • Dispute Resolution
  • Ecommerce Website Development
  • Quality Assurance
  • Other Ecommerce Support Services

Our scalable solution easily adjusts to seasonal fluctuations, especially in the holiday season. We pride ourselves on finding satisfactory solutions to all customer problems and converting the most disgruntled customers into return buyers.

IU agents monitor and address PatPat’s bad reviews on sites like Trustpilot and resolve disputes on payment platforms like PayPal. We promptly address dissatisfied customers, resolving their concerns and providing information where necessary, all the while keeping refunds to the lowest levels possible.

PatPat Reviewing IdeasUnlimited's Ecommerce Support Services

Our diligent and excellent management of the omnichannel customer experience has helped expand the customer base and grow the brand.

IU's Additional Contributions to PatPat's Success

The IU team is continuously highlighting areas of improvement in PatPat’s operations and working with PatPat to rectify them.

We created templates for responses to typical cases and clearly delineated SOPs, so every customer query would be handled in a professional manner in the shortest amount of time possible. We also suggested adding Spanish and Portuguese languages to both the website and app. This dramatically enlarged the customer base.

Improving the Help Center on the website as well as overhauling its layout were also IdeasUnlimited’s suggestions, which we also helped implement. This streamlined customer queries, improving customer satisfaction, especially in the busy holiday season.

IU's contribution to PatPat's success
IU's suggestions for PatPat

PatPat had been plagued with quality issues, inaccurate item sizes, delayed shipping, etc. when it started operations. IdeasUnlimited highlighted these deficiencies and collected information with actionable insights for the PatPat team. This resulted in significant improvements in PatPat operations and fewer customer complaints.

Similarly, IdeasUnlimited’s pinpointing of products with recurring customer complaints allowed sweeping improvements in PatPat’s Product Team.

Behind the Scenes—IU Ecommerce Support Services

PatPat’s ecommerce customer support is wholly managed by IdeasUnlimited through a three-tier management structure.

IU's Managed Ecommerce Support Services Entail Three-Tier Management

PatPat is free of the hassle of recruitment, HR administration, and staffing and scheduling  since IU provides end-to-end managed ecommerce support services. We vet the most suitable candidates, test them extensively, and conduct background checks before considering them.

IdeasUnlimited solely hires based on merit, providing equal opportunities to all. This translates into a productive ecommerce customer service team that delivers results consistently. Our PatPat team was hired to incorporate the widest possible diversity. We place a special emphasis on facilitating and supporting working mothers.

Our second tier of management are our project managers, team leads, and subject matter experts, who ensure all agents are fully trained and capable of handling myriad customers, so all the performance metrics are consistently met and customer satisfaction levels are high.

IU has created a training program and a Performance Improvement Plan (PIP) to ensure all agents on PatPat deliver a consistent level of ecommerce support par excellence. PatPat wants the best ecommerce customer service, great productivity and efficiency, and a cost-effective team—and we deliver all of that.

The quality assurance team creates a third tier of monitoring. All customer interaction is monitored and scored on the CSAT tool and weekly KPIs serve as performance benchmarks. We also conduct a weekly analysis of all agents’ productivity to highlight gaps. Hence, PatPat gets a detailed and transparent insight into our team’s performance on a weekly basis. One-on-one coaching is then carried out by IU Team Leads to ensure all the agents meet and exceed the KPIs set by the client.

IdeasUnlimited contributions to PatPat's Customer Satisfaction

IU’s managed ecommerce support services entail troubleshooting any customer and agent issues to deliver high quality service every time. Our team’s ecommerce support experience and strong command over the SOPs contribute to our laudable CSAT scores. This is the reason why we have long- term working relationships with all our clients.

At the backend, recognizing, nurturing, and rewarding merit has fostered a strong ecommerce customer service team at IdeasUnlimited that consistently delivers results. Our company- sponsored team-building and annual events, appreciation certificates, regular annual increments, and performance-based bonuses to celebrate all milestones help us maintain a happy and satisfied call center support team.

PatPat in turn recognizes our agents’ added value through performance bonuses at the team and individual levels. Our work relationship is thus mutually beneficial. We create value for them, so they reward us in return.

The Road Forward

PatPat has assured us that IdeasUnlimited will be their partner of choice when they start a new brand or venture. Our results speak volumes for themselves, so contact us today.

How Remote Work Saved Me! Conquering All Odds

How Remote Work Saved Me! Conquering All Odds

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Ecommerce Support, Employee Management, IdeasUnlimited US Remote Workers, Remote Support Services, Remote Work, The IU Way | No Comments
Shahzad Yaqoob (Nick)

                                                  LinkedIn: shahzadyaqoob/    Facebook: shahzad.yaqoob.39948
 Upwork: shahzadyaqoob
Email: shahzad@osbprovider.com

Shahzad Yaqoob (aka Nick) is an entrepreneur, a philanthropist, a family man, and a human being with a strong resolve. He is an avid reader, a keen sports fan, and loves to spend time with his kids.

He has travelled across the oceans and built a remote career for himself, which no one except his brother believed could work out. He has been successful in establishing an award-winning company that not only offers a professional and flexible work environment but is productive and rewarding for all those involved—the IdeasUnlimited Family.

He is the founder and CEO of IdeasUnlimited, a business support services providing firm that is headquartered in Houston.

Self-discipline and a strong drive can help you overcome any situation and Shahzad proved that in quite short time. He has become an inspiration for all those who know him in a professional capacity.

A chat with him revealed much more about his struggles and relentless efforts to gain a reputable position for himself and help others see the light at the tunnel’s end.

Download

Social Anxiety and Remote Work

Nick's Story of How Remote Work Saved Him

Like me, most of you must have heard of and may have met people dealing with some kind of psychological struggle. But it is hard to fathom the agony they must be going through in order to meet day to day expectations as a family member and a worker. Typically, our society does not consider them fit to be a part of normal life.

Social anxiety impacts a worker’s life as soon as the day starts. A worker starts worrying about commuting to work, meeting people, deadlines, and the office environment. These worries also have spillover effects in their personal life.

It is usually advised to work on your anxiety disorders and then re-enter the workplace. However, it is neither financially nor professionally feasible. There are many different types of anxiety conditions but the proven key to success despite anxiety issues is to find an outlet and not let anxiety control your life.

Remote work has been a blessing in disguise for many of us facing geographical, health, and social constraints.

Shahzad had been struggling with acute social anxiety since his teenage years but in 2010 it worsened as a never-ending turbulence for his social existence. He was so perturbed that he could not contemplate any other solution other than ending everything, including his life.

As he left his regular job, he got called in for a part time remote job as an outbound caller. Halfheartedly, he accepted it and soon realized the opportunities that remote work could offer.

It gave me hope and that was a big thing… remote work can give you time to settle. You can explore the possibility of making likeminded friends or exploring other avenues of tackling social anxiety, or any other psychological or physical limitation you might have.

IdeasUnlimited’s existence shows me the importance of a support system in your life. It might be just one person. But someone to support and understand you, someone to show trust in your strengths and help you overcome your weaknesses, can take you a long way in life. For our CEO, this constant support has been from his brother. Today Shahzad considers all his colleagues as his support system, but it is primarily his brother, Shahid Yaqoob, who recognized Shahzad’s potential and guided him well at every step.

My brother has been the most positive influence in my life and career, my strongest support…I must thank my brother who helped transition everything without a hassle. I still look up to him for business advice…

IdeasUnlimited Making Lives Better

I had a chance to talk with Shahzad recently and it made me realize that everyone has their own battles and you never get a level field to achieve your ambitions. It is important to fall and then learn to stand tall. I realized that every company was once just an individual struggle, and every CEO-ship was once just a start…

In 2010, Shahzad took his brother’s advice and registered his company in USA. He worked day and night and built his credibility in the remote work industry and continued to build his team. Despite all hurdles, he stayed consistent and expanded his business to hundreds of workers from Pakistan, Philippines, India, USA, South America, and Europe.

I have been running this business remotely for nine years now! I manage call center locations myself in Karachi (Pakistan) and in Houston (USA), and then have partners run several call center locations in the Philippines.

Shahzad initially faced the common issues of remote team members. However, after sporadic work and trials and errors, IdeasUnlimited developed a very effective recruitment and monitoring process that facilitates competent workers in achieving the results expected by the clients. There is no discrimination and IdeasUnlimited promotes an inclusive workplace for anyone who is willing to unleash their potential and achieve results.

Now we have highly professional and trained HR and Administration teams, along with precisely tested processes to assure top productivity and efficiency, and a workforce that possess the required skills, attitude, and intent to do well.

Over time Shahzad has trained himself to stay calm and not let anxious thoughts take over his decision-making ability. He did not let initial failures deter his perseverance to achieve his dream. Interestingly, his dream has never been to succeed alone, it has always been about allowing people suffering in any way find HOPE for their future. And quitting was never an option.

This [quitting] never crossed my mind even when we went down to only one major project in 2013 for three to four months. We had a major downfall for no discernable reason, but quitting was just not an option.

The beauty of a struggle is that it helps you relate to those who are in the same boat. But the beauty of success comes when you work to let others be a part of the new possibilities too. It is when you build collaboratively to help others benefit from it as well. Shahzad proves how honest struggle creates empathy and the desire to improve the lot of others like you.

Knowing and having gone through such feelings [anxiety] and then finding remote work, which helped me gain my confidence back in life, has convinced me to show this path to others as well.

IdeasUnlimited in the Future

Shahzad often talks about mutual growth and giving back to society. He frequently initiates discussions about global social and economic concerns on the company’s platforms and I find him very ambitious towards finding solutions to major world problems. He envisions an inclusive company that provides opportunities for those with talent and one that sponsors education for orphans and the less fortunate all over the world.

He sees the remote work industry expanding in terms of innovation, coverage, and workforce. But he is looking forward to this industry getting globally regulated and judicated to meet new challenges of fraud and digital deception.

IdeasUnlimited is one of the highest-ranking companies for remote contracts and has recently won recognition on Clutch Awards and The Manifest. Shahzad thinks it is because of his team that his vision is gradually becoming a reality.

Shahzad values his workers and strictly believes in mutual growth. He always mentions each one of the senior members of his team in connection to IdeasUnlimited’s consistent upward track record.

With the same regard and passion, he wants to take the company forward in a way that it is rewarding for all those involved.

IdeasUnlimited is aspiring to become a company that meets the expectations of its clients at competitive pricing while the workers grow professionally, without being restricted by any personal circumstances.

Nick's vision for IdeasUnlimited

IdeasUnlimited gives me hope for all the conditioned workers in the labor force today—they too can work with a vibrant, growing company and build their remote careers. I will always be proud to have worked in an organization that values and builds its success with people, without discriminating or benching someone for something beyond their control.

It is a company that is future forward. It has the potency to help millennials choose their lifestyle as well as workstyle.

Shahzad Yaqoob has been successful in creating an organization that has commendable work ethics and quality of service while focusing on agility and technical standards required by their fast-paced, modern clients.

Shahzad has learnt the art of balancing life and work and not taking anything for granted. He is helping others strive for this balance too by believing in their strengths and conquering the odds set against them.

If you are interested in Shahzad’s complete narrative, you will find here a detailed question and answer session I had with the CEO of IdeasUnlimited. It is a story of his perseverance and personal struggles that have led to the success of many.

Please let us know your thoughts in the comments below.

Download
About IdeasUnlimited

5 Easy Tips for Creating a Better Brand Image as a Receptionist

By | Administrative Support, Call Center Support, Customer Service, Receptionist Service, Remote Work, Technical Support | No Comments

A good receptionist service constitutes performing a number of administrative support tasks. Administrative support services are the backbone of a successful business; hence, they require a combination of skills for efficient delivery, namely technical, interpersonal, and communication skills. A receptionist typically handles all telecommunication, receives and guides office visitors, manages itineraries and prepares for meeting and training schedules.

All administrative support workers who are responsible for customer support are brand ambassadors since professional receptionist service provides the first contact point in most interactions. Therefore, a receptionist holds greater responsibility of conveying the company image correctly and professionally. Use these 5 easy to implement yet very powerful training tips for a receptionist to define the company image in a better manner:

Positive Language and Tone

Your enthusiasm and warm tone can help you bring in meaningful connections for your office. It is important that you avoid a negative tone and phrases. Avoid phrases that are cold and demanding. Instead, use friendlier, warmer phrases to deliver the same message.

Phrases to AvoidPhrases to Use
You need to…I’ll be happy to find a solution for you
…can’t be doneGladly! / My pleasure!
I don’t know!Happy to take your message
No problem!May I put you on hold?
Hold, Please!Will have the call returned
… not availableI’ll be happy to follow-up with you
Just a sec.One moment please
Who is this?May I ask who is calling?
What?Will you please repeat that?

Usage of correct tone and phrases goes a long way in establishing a positive image of your company and products/services in the minds of your potential connections. Your welcoming language will show that you are concerned and demonstrate your sincerity and ability to help.

Gatekeeping Skills as a Brand Ambassador

Receptionist service training constitutes discerning between clients, potential clients, and mere inquiries. A trained receptionist shields the people in-charge from interruptions to help them focus on their tasks. This is when a receptionist performs the role of a gatekeeper. Like for b2b sales, receptionists take the calls and set appointments. They are rarely involved in final decision-making but they are the ones who decide who gets through to make a pitch and who does not.

Here, a receptionist gets a chance to act as a gatekeeper as well as a brand ambassador. While screening for unwanted calls, keep your questions simple and your tone friendly. Invest your time to identify a potential, new business opportunity and deal accordingly. This showcases the professionalism of your company with which it handles clients and customers.

Connect to the Relevant Person

As you have trained yourself to assess caller/visitor agenda, make sure you refer them to the appropriate department or person without delay. This saves time for all the parties. It also shows that your company is resourceful and organized along with creating an image of specialized and cooperative staff.

A Quick Recap and Follow-Up Message Before the Call Ends

Setting up clear expectations and definite timeframes create a professional environment for carrying out business activities. A receptionist can make callers comfortable by helping them get things done. For quality customer experiences, the receptionist service should include a quick recap of the information gathered and a follow-up time for the caller. This makes things easier and clearer for the one who has approached your company, resulting in higher chances of positive reviews.

Share Informational Material About Your Products and Services

In addition to showing your dedication by reiterating the information received from potential clients and providing them a follow-up schedule, a little marketing could also help create a better brand image.

You can take permission from upper management and then share relevant authorized material with your clients through any channel they may prefer such as emails, fax, post, text messages, etc.

This can provide supplementary information to the clients about your company and its goods and services. Additionally, it can show them how things are carried out in your organization and what range of solutions are offered to clients. This might also lead to further opportunities with the client and a recommendation for potential collaborations.

Why You Need a Medical Remote Team

Why You Need a Medical Remote Team

By | Call Center Support, Customer Service, Medical Virtual Assistant, Multilingual Support, Virtual Assistant Support | No Comments

A medical virtual assistant could be valuable for doctors, dentists, therapists, and a wide variety of other health professionals.

As a medical professional, you need to set time aside to not only look after your patients but also yourself. You need breaks from the hectic schedules and the hundreds of patients you have to treat or help. Without assistance, many medical practitioners end up overworking themselves. However, this does not have to be the case. These days agencies can help professionals (doctors, healthcare professionals etc.) by offering them the aid of a medical virtual assistant or a medical call center operator. Here are a few reasons why you should go for one of these options:

Administrative Support

A clinic or hospital only runs smoothly when its administrative tasks are taken care of by the staff. Such tasks range from medical coding to organizing shifts and coordinating between nurses and doctors. All of these can be handled by a medical virtual assistant. A medical call center operator, on the other hand, can manage referrals, communicate with patients, field calls, and make appointments in busy business hours. Working with a remote team like this will free you up from such duties, leaving you to see to the patients’ welfare.

Invoicing Support

A medical remote team can help you manage medical billing and payments, following up on invoices, and making sure payments are made on time.

24/7/365 Coverage

Working with medical support service providers would enable you to provide 24 hour healthcare call center support, so there are no delays in communicating emergencies to providers, 24/7/365. This will also expand your business scope considerably since you will be available after hours too.

Handling Medical Transcription & Translation

Get professionally formatted reports created from audio recordings by a remote team specialized in medical support to free up your time for value-adding activities. You can also opt for multilingual transcription services to cater to a diverse board of directors, medical professionals, or patients. A multilingual virtual assistant would allow you to communicate with colleagues from different countries and specialists all over the globe. Similarly, a multilingual call center operator would allow you to communicate effectively with patients from diverse backgrounds and all points of the globe.

Cost Efficiency

Medical practitioners, like all other professionals, must pay attention to budgeting as they diagnose and treat patients. One way to decrease your payroll burden is to utilize the services of a medical virtual assistant since that way you do not need to incur any overhead costs or HR admin expenses. You will also save the cost of training a new hire when you opt for a trained medical remote worker instead.

Increased Job Satisfaction

There is no better feeling than going home to the realization that you made a difference in someone’s life or saved someone. Having a medical virtual assistant will free you up to pursue your career and other passions. Therefore, getting a medical virtual assistant should ultimately increase your job satisfaction.

Having a medical virtual assistant or call center operator has financial as well as health benefits for you. Get the ball rolling today and see what a difference it makes in your life!