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Call Center Support Services Archives - IdeasUnlimited

IdeasUnlimited's Multilingual Transcription Services

IU’s Multilingual Transcription Services

By | Call Center for Small Business, Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Transcription, Translation, Virtual Assistant Support | One Comment

IdeasUnlimited prides itself on the quality of its professional and completely confidential translation and multilingual transcription services. Projects pass through a rigorous 3-stage process, with full accountability at each stage.

Multilingual Transcription Services Offered

IdeasUnlimited provides the following multilingual transcription services:

The Types of Multilingual Transcription Services Offered at IU

Confidentiality is treated very seriously at IdeasUnlimited. Your documents, recordings etc. will only be seen by the necessary personnel and otherwise kept strictly under wraps. Our contract will be fully transparent in your favor, including a confidentiality clause. Additionally, we are compliant to the latest PCI codes.

We have consistently produced high quality transcripts with on-time delivery, which are the two most significant contributors towards our satisfied return customers. Hence, most of our current projects are long-term contracts with companies.

We can transcribe minutes of meetings or videos and serve as the go-between translator/ transcriber for mediating client-customer interactions in cases where both parties speak different languages. We can translate and transcribe market research, podcasts, sermons, conferences and interviews etc. related to academic, business, medical, insurance, legal, retail, and many other fields. We are also able to subtitle or caption documentaries and TV programs of any nature.

The Transcription Process

At IdeasUnlimited, we have a clearly delineated transcription process that constitutes these 3 broad steps:

1. Transcription/Translation

The material goes to the transcriber/ translator, who carefully listens to it multiple times before transcribing/ translating it. At this stage, any change in speakers will be noted and time stamps will be recorded as well.

2. Verification

The same transcriber goes over his/her result and performs context-specific checks for accuracy, observations of speaker’s tone and any background events which might have a significant bearing on the subject. Any noise or static will be deciphered as much as possible. The final file will conform to client requirements.

3. Feedback & Submission

The final file(s) is sent to the client. We get their feedback, incorporate it by editing the output file, and submit the new version to them.

IdeasUnlimited's Bilingual and Multilingual Transcription Process

We provide the following secondary services free of cost:

I. Note in change of speaker

II. Note in background events and information

III. Time stamps

Supported file formats include .mp3, .mp4, .wav, .mkv, .avi, .wpv etc. You can upload your file online and send it to us via drive links or file-sharing websites.  The final transcript or translated file will be in the format of your choosing e.g. .docx, .srt, .pdf etc.

We do not use any automated machines for translation/transcription. Instead, we employ professionals who are able to distinguish tones and nuances. They interpret the words to best portray the desired meaning in ambiguous cases, bringing a human aspect to the job that machines and software applications cannot accomplish. Using our translation and multilingual transcription services would ensure an output that is closest in meaning to the source file.

Our multilingual transcription services fall into these 3 categories:

Types of Multilingual Transcription at IdeasUnlimited

Each type will have different charges, due to the different number of languages involved. You can request a free quote by contacting us today. Our Business Development Manager will go over all your requirements, understand the scope and complexity of the task, and then give you a quote and estimated timeline for delivery as well. You will find our prices affordable and comparable to market rates.

Essential Skills of a Customer Service Representative

Essential Skills of a Customer Service Representative

By | Call Center for Small Business, Call Center Support, Customer Service, Inbound Call Center Solution, Outbound Call Center Services, Virtual Assistant Support | No Comments

A skilled customer service representative is the single most important asset of a growing business. Since 71% of customers are lost due to poor customer service, you can build a loyal customer base only if your customer service center is optimized. More importantly, existing customers spend 33% more than new ones, so your priority should be retaining your current customers and increasing their lifetime value. Hence, the most cost-effective way of increasing profits is focusing on these customers through good customer service, rather than intensifying sales efforts. A whopping 80% of your future profits will come from a mere 20% of your existing customers.

Decrease your Customer Churn Rate to increase profitability

The customer service representative is the face of the company—the first point of contact that establishes your brand image. To avoid customer service fiascos in this day and age of social media, when public opinion holds a great deal of weight in determining a company’s reputation, make sure that each customer service representative at your company has some essential skills. We have collated the 10 most important ones here for you that you should look for when hiring your customer service center team.

Essential Qualities

Each customer service representative must possess these skills to be able to effectively build customer loyalty, reduce attrition, and enhance the brand image.

1. Empathy

Empathy in customer interactions can make a marked difference in customer retention rates, since 68% of customers leave when they perceive a business as indifferent to them. A good customer service representative empathizes with customers, trying to understand their problem and resolve it as quickly as possible. Being apologetic for any inconvenience caused and treating the customer in a friendly manner are cornerstones of excellent customer service.

Walk in the customer’s shoes to understand their problem(s).

2. Patience

Stay patient to truly understand what the customer wants.

Customers usually get in touch with a customer service representative when they are confused about or frustrated with the product or service. Patiently hearing out the customer helps de-escalate the situation and improve understanding of the actual issue—improving the chances that it will be resolved expediently.

3. Clear Communication

Your customer service representative should have a strong command over the language and use simple, jargon-free sentences that a layperson can understand. Moreover, the call center operator should make sure to relay all the important information, leaving nothing to doubt. This entails a balancing act between reassuring the customer and promising only what you can deliver.

Make sure that you communicate in a clear and concise manner, using layperson terms.

Strong internal communication between departments, established SOPs, good organization of information into CRMs, and timely management of ticketing systems are all crucial. An experienced 24 hour call center would take all this hassle off your hands.

4. Sufficient Knowledge Base

Know the product or service better than the customer using it

A good customer service representative has a strong grasp over the ins and outs of the products and services being offered, billing procedures, refund policies, and basic troubleshooting steps. This is the only way the customer service representative will be able to answer customer questions accurately. Having an agent passionate about your service is the best possible sales technique since they would in turn convince customers to purchase your good or service.

5. Problem-Solving Initiative

Finding a viable solution for each customer query, to ensure higher chances of resolution on first contact— a higher FCR (First Contact Resolution rate)—is an essential quality in any customer service representative. He or she should know all about your value offering and be intelligent and dedicated enough to find a solution. Additionally, the customer service representative should have enough initiative to resolve as many queries as possible himself/herself, without escalating it to upper management levels.

Take the initiative to solve problems before escalating them.

6. Strong Organizational Skills

Need for good organizational skills in customer service.

Your customer service representative should update databases on time, find relevant information for each customer quickly, and ensure that the rest of the team is aware of the progress of that customer case (by creating notes on the CRM). Work with someone who has handled a range of backend databases, CRMs, and ticketing systems, so you don’t need to start from scratch to establish your customer service center.

7. Strong Listening Ability

The customer service representative should be a very good listener—attentive to the customer’s complaint and able to read between the lines. There should be no audio distortion on the call, so the VoIP should be up to par.

This entails not only listening to the customer’s complaint or question but rather understanding the root causes. Staying attentive to and reporting underlying common issues will help improve the overall omnichannel customer experience. For instance, if customers keep calling for assistance with tracking their orders, the tracking system has not been correctly and sufficiently highlighted on your website.

Only a good listener can unearth the root causes of issues and resolve them.

8. Using Positive Language

Use positive language to communicate with customers.

The language your customer service representative uses in communication has a very strong impact on your customers, especially via non-voice support channels, since connotations may skew negative. For instance, if you are unable to deliver a package on the expected date due to logistical issues, there is a negative way of updating the customer as well as a positive way.

Negative: We are unable to deliver the package tomorrow since you placed the order too late today.

Positive: The packages for delivery tomorrow have already been dispatched today. I will mark your parcel for express delivery and make sure you can get it early morning the day after tomorrow.

Both responses are correct but the second one uses positive language, which will certainly keep the customer happy.

9. Flexibility and Omnichannel Support

Today customers look for instant gratification for all their issues. Your customer service representative should be able to handle omnichannel support inquiries, sometimes at the same time, to deliver holistic customer service to each customer. More than that, he or she should be able to make connections, come up with creative solutions, and switch between support channels to understand each customer’s history with the company. Only then can the customer support be accurate and helpful for the customer.

Need for flexibility and omnichannel support in customer service.

10. Expert Time Management:

Manage time well to provide timely and accurate customer support.

An omnichannel customer service representative needs to handle several support channels at the same time. Handling all incoming queries in a timely fashion is only possible with discipline and expert time management skills. The customer service representative should also be able to prioritize tasks and support channels, handling each inquiry efficiently and give sufficient attention to each. For instance, a call is more urgent than an email and a troubleshooting chat must be answered before one inquiring about the services you offer.

These are a few of the most important qualities that you need in each customer service representative. Concerned about how you can find such a paragon? Hire an experienced agency to handle your customer service center so you get free of the hassle of recruiting and training each customer service representative. They will already be experienced in handling similar projects, so there will be a much shorter learning curve.

Have we missed any important qualities? Feel free to let us know by commenting down 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.

Disruption and Reinvention in the Telecommunications Industry

By | Call Center for Small Business, Call Center Support, Technical Support, Uncategorized | No Comments

Here is an important question for you: Why do firms run businesses?
The most common answer is: To generate profits and achieve a sustainable position in the market.

The telecommunication industry has been trying to replicate this capital-intensive industry synergy, but without moving beyond the orthodox consumer models. Therefore, with partial redundancy of voice and texting plans, telecom companies have been trying hard to balance their ROI and declining cashflows. Currently, Western European and North American Telecom is also selling broadband, TV, media services, and data services to manage profitability and capital returns. It is, however, more important to note that the landscape has been greatly transformed because Facebook, Google, Netflix, and other data-driven companies have taken it very far from the typical telecom market by creating new forms of communication, technical support, and viewer choices.

Now let me ask you my question again: Why do firms run businesses?

               This time a Million Dollar Answer should be: To maintain their competitive edge, evolve with time, and create positive customer experiences for profitability and sustainability.

Digital innovation can help telecommunication companies streamline operational processes, satisfy customers, reduce costs, and increase sales.

As the telecommunication companies have waited too long to understand and respond to this digital disruption, digital companies like Facebook and Netflix have jumped in and established themselves as the fiercest competitors to the telecommunication industry. These data-driven giants have grabbed a major share of the customer satisfaction pie—the main ingredient of success in today’s world. And to catch up, the telecommunication industry has to free up resources and employ trained, tech-savvy teams to support their customer care center and technical customer support units.

Customer focus is the main target. Telecommunications companies differentiate themselves and achieve success through customer-centric models. This requires drastic changes in operational, technological, and organizational processes.

E-Care

It is time for the telecommunication industry to step up their technical customer support to win big on customer experience and satisfaction. Providing technical customer support through digital channels is reported to increase customer satisfaction significantly.

Deloitte reviews how technical customer support teams can create differentiation and give businesses a competitive edge to retain and acquire customers. Giffgaff, a UK virtual network operator, has set a precedent in E-care or digital technical customer support. With just 33 employees, Giffgaff has a record of clearing customer queries/issues within three minutes. It has succeeded in building a community of users who help each other digitally and even developed Nokia and iOS applications through discussions and mutual help.

This demonstrates an excellent example of E-care, which also results in high levels of customer engagement and satisfaction. Digitization makes support services leaner, quicker, and effective. This reduces costs and capital commitment for the company.

The telecommunication industry hardly fares well when customer service metrics are compared. It has failed to fully appreciate the potential of developing digital technical customer support for tier one and two. As the market moves faster towards more sophisticated technologies and cloud-based systems and products and services, it is necessary to avoid communication delays and ineffective solutions.

Generation Y and Generation Z are tech savvy, have lesser time, and prefer online communication. Therefore, systems like E-care can accommodate and elevate their overall customer experience with a telecom operator.

Reports by McKinsey have shown that E-care also reduces customer care center costs by 25-30% while online technical customer support improves customer experience by 76%.  Another mobile operator reduced the number of support service calls by 90% by introducing sophisticated systems for E-care. This shows the significance of building and facilitating digital-only journeys for modern telecom users. A three-tiered system of technical support with advanced systems can easily navigate and anticipate problems and issue resources to the customers as required.

Omnichannel Experience

When digital services become extensive, they necessitate the introduction of a cohesive online/offline operations model for your business to deliver a consistent experience across all channels of communication and customer contact points. Your customer care center should be able to keep up with the evolving demands and preferences of your customers. Each touchpoint, whether operated digitally or through a customer representative, needs to deliver an expected level of service.

More than 60% of customers digitally interact with brands and request their services  through different mediums. They expect consistent and quality customer service across all time zones, mediums, and devices. Unified cross-channel services will bring loyalty and repeated sales for the company.

A well-managed omnichannel customer experience means a well-integrated and seamless experience for the consumers through which they can resolve service issues and communicate with the company. Different customers can have different communication preferences and the omnichannel support model enables them to choose different channels alternatively, simultaneously, and in combination, to build their own digital journeys.

Developing the omnichannel experience for your customers will also result in a wealth of customer data, which can further help to elevate customer service at multiple touch points by better personalization and service access. Big data and predictive analyses give a unified view of customers that is required for the omnichannel experience.

IdeasUnlimited has been assisting a number of companies in the telecommunication industry meet these contemporary challenges. If you are interested in knowing more about our services for telephone companies, internet service providers, wireless telecommunication carriers, network service providers, and media service providers, click here -> Read More

Swedish customer support from home at IdeasUnlimited

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

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

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

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

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

So what makes the Swedes an exceptional group of people?

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

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

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

 

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

IdeasUnlimited Has Achieved Another Milestone: Top Customer Support Company Award by Clutch, 2019

By | Administrative Support, Backend Support Services, Business Improvement, Call Center Support, Ecommerce Support Services, Multilingual Support, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | 2 Comments

Endeavoring to provide the highest quality of service, IdeasUnlimited has achieved commendable success in delivering support services to many companies across the globe. These services have recently been recognized by Clutch in its 2019 Leader Awards.

Clutch is a leading platform that provides data-driven analysis, reviews and ratings for B2B buying and hiring. It values the importance of efficient business services and human resources for a responsive and intuitive organization. Therefore, it uses market research, analytics, and verified user reviews to filter the best service providers in the industry to help clients easily identify the best options for themselves.

With an overall 4.5/5 rating, Clutch has chosen IdeasUnlimited amongst more than 470  competitive IT and business services firms as a Business Leader in several categories:

Medical Billing

Customer Support

Inbound Appointment Setting

HR Recruiting

Benefits Consulting

HR Outsourcing

We are proud to mention that we have achieved this Business Leader Award based on reviews from our esteemed clients, industry knowledge and experience, client satisfaction, and our ability to perform a range of support services par excellence. IdeasUnlimited has been a reliable partner to its clients for customized and focused support services across the clock.

Not only this, we received another positive manifestation on Clutch’s sister website, The Manifest. It has mentioned IdeasUnlimited as the best HR Outsourcing Company in Houston on the basis of our wide range of services, projects, and client reviews.

2019 has been a remarkable year so far and IdeasUnlimited’s team is grateful.

We cannot wait to work harder and serve global businesses in an even better manner!

IdeasUnlimited Review – Virtual Assistant Services

By | Call Center Support, The IU Way, Virtual Assistant Support | No Comments

IdeasUnlimited is a unique virtual assistant company headquartered in Texas (USA), with multiple call center locations in the Philippines and remote workers all around the world.

The business was founded in 2010 and has grown to more than 350 active workers.

About IdeasUnlimited

The IdeasUnlimited call centers are mostly used for larger projects, where focus is to provide trained workers managed through their proven process, resulting in high productivity and success rate on the projects.

The IdeasUnlimited remote workforce teams are experienced in taking care of multilingual as well as more complex projects like research, product management, ecommerce management, operations management and so on.

The company prides itself on delivering customized support solutions, 24/7 connectivity through all time zones, professional/trained staff, a proven management process and integrity in their commitment.

In the US, the business is run by founder Shahzad Yaqoob (aka Nick), who I had a chance to catch up with some time ago. He explained that they target primarily North American and European clients and are currently serving a lot of customers in all the major industries including telecommunications, medical and healthcare, real estate, technology, retail and construction, among others.

His team uses various digital technologies to provide the promised services in a productive and efficient manner. Nick cited integrity, productivity, security and confidentiality as strong selling points of the IdeasUnlimited service.

Services

IdeasUnlimited is successfully proving its mettle in the following service areas:

    1. Call Center Support
    2. Virtual Assistant Support
    3. Multilingual Support
    4. Healthcare Call Center Support
    5. Ecommerce Support
    6. Backend Support
    7. Operational Support

 

Their call center staff can handle inbound as well as outbound customer interactions on your behalf; and work round the clock (even during holidays) as necessary.

IdeasUnlimited provides omnichannel support, covering all avenues of communication with your stakeholders.

Their virtual assistants can provide varied support services such as administrative support, omnichannel customer support, receptionist service, ecommerce support, backend support, and multilingual support and/or take care of your ongoing business process tasks through technical support and operational support services.

Contact IdeasUnlimited with your business requirements and they will find you virtual assistants that suit your needs.

Plans and Pricing

If you’ve been digging around the IdeasUnlimited site looking for pricing information, don’t worry; it’s just not there. However, I was able to chat with Nick to get the inside scoop.

IdeasUnlimited’s rates are around 41% less than those charged by larger call centers. Philippines-based workers are available at a flat hourly rate and they ask that you hire for a minimum of 20 hours per week.

He explained that most customers start with one dedicated VA at 20-40 hours per week.

They have a variety of different pricing packages available for clients looking for 24/7 services, fixed rates, pay per inquiry-based services and discounts on large/multiple hire projects.

IdeasUnlimited also helps clients source and manage VAs in the US and Europe, with reasonable rates depending on the skills required.

Client Feedback

IdeasUnlimited has created a reputation for reliable, high-quality and very responsive virtual assistant services with minimal downtime. Their three-tier management and stringent recruitment procedure has clients sticking with them for many years and referring IdeasUnlimited to their friends and family members.

IdeasUnlimited works actively on Upwork, where they have generated quite a bit of business and largely positive feedback ratings.

Your Turn

Have you worked with IdeasUnlimited? If so, please share a quick review of your experience and help others with their search.

This blog post has been re-published by kind permission of Nick Loper – View the original post here. 

To find out more about Nick Loper, visit his website.

Generation Z and Their Expectations from your Customer Service Agent

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

It is important to understand the product needs of your customer. It is equally important to learn about their spending behaviors and expectations from the customer services.

There exists no business today which can get a referral and customers’ trust without providing them a good experience at the hands of the customer service agent. An era has begun where the customer care center is as important as the good/service itself, sometimes even more. Every business now requires new stratagem from its customer service center to pave the path to success.

The key to better customer support is to identify the customer type and customer need as early as possible. Therefore, a customer service agent must undergo rigorous training to assess and satisfy customer needs and requirements without fatiguing the customer.

In today’s market, generation Z (people born from 1995 to 2012) is the most powerful consumer group. They have not known a world without the internet, they have experienced 2008’s recession, and they are used to receiving information quickly. There are many terms used to describe Generation Z as consumers, such as

  • Independent
  • Focused and determined
  • Competitive
  • Prefer self-service, personalization and accessibility
  • Fiscally prudent

Generation Z will represent 40 percent of American consumers by 2020, while their purchasing power is predicted to reach USD600 billion. Therefore, it is of utmost importance that your company’s support staff is trained and skilled to handle this influential set.

By keeping in mind the common characteristics in Generation Z consumers, your customer care center can serve them better. Setting up some rules to be followed by every customer service center representative can also be very helpful, such as:

1. Be honest, transparent, and loyal to your consumer

Generation Z does not prefer hierarchy and power structures. They are concerned with results and need solutions from you quickly when they cannot find them for themselves. Also, Generation Z is aware of marketing. They have shifted the focus from consumer to producer for brand loyalty. It is the consumer who has to be treated as gold to make repeated sales and give positive reviews on social media.

To serve Generation Z, the customer service agent has to be proficient in delivering the relevant information without taking much time. Additionally, the customer service agent should follow-up till the customer is fully satisfied and his/her requirement has been met.

2. Offer immediate and perfect solutions

Most people from the iGeneration look for self-help options and FAQs. They contact a customer service representative as a last resort, when they have reached a dead end. They expect personalized customer care and immediate solutions. They do not care about the company’s operations and procedures; they are only concerned with the solutions the customer service center can provide them.

You must serve them correctly and timely, otherwise they will move on to someone else!

3. Be available—24/7 and through all channels

This generation has not known the world before technology took over. They are always with their mobile phones and look towards tech-savvy options.

Customer care center leaders or managers need to focus and deliver through different means of communication. Thus, it has become crucial to adopt omnichannel support to deliver uninterrupted services at your customer care center.

4. Bad experiences will last forever!

This rule is the most important to remember. Studies have shown that more than 40% consumers do not forget bad experiences even after two or more years. And negative experiences are more likely to be shared on social media platforms. This implies a very long-lasting negative impact on a brand’s image.

From the receptionist service to the customer care center, every employee involved in customer interactions should be trained to build and uphold a positive image of the company.

Generation Z expects every customer service agent to treat them as their priority and offer quick results. This includes engaging them through channels they feel comfortable with, in languages they prefer and with the information that serves their purposes. They are well-versed in navigating and filtering through options. They are intelligent and make product comparisons often before finalizing purchase(s). They are also well-informed so they choose a more convenient yet economically safe product/service. Once they have selected your brand, they expect the customer service to be extraordinary and well-integrated to give a positive review and to keep them coming back.

To stay ahead of the curve and earn the loyalty of this crucial segment of your target market, invest in improving your customer service center right away!

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.

Preparing for Employees Going on Annual Leave

9 Ways to Prepare Your Business for Employees Going on Holiday Leave

By | Business Improvement, Call Center Support, Employee Management, Time Management, Virtual Assistant Support | No Comments

Last year’s holiday season retail sales in the US alone topped $161 billion and 43% shoppers supported small businesses on Small Business Saturday. With the holiday season coming up, now is the time to plan out a company strategy to ensure you have backup staff handling essential business activities at all times.

Figures for Holiday Season Retail Sales

You don’t have to dread the holiday season when your employees go on leave, when the company’s manpower is down and productivity seems to nosedive. Simply follow our tips that we’ve practiced and improved upon through trial and error over 8 years of operations and you will be well prepared. You can easily handle holiday leave while maintaining a healthy culture and employer brand.

  1. Use a Workforce Management Software

Using a scheduling and staffing software or even a shared Google calendar can make your life infinitely easier. This way you won’t have clashes in scheduling vacations and can plan accurately in advance for holidays. Most workforce management software applications have additional features like communication, task management, and time reporting. Here is our rundown of some effective software applications:

Deputy

With unlimited users, shift swapping, forecasting and QuickBooks integration, Deputy is a mobile platform that can cut your time spent scheduling considerably. It is perfect for small to medium businesses employing shift workers.

When I Work

Offering templates and shortcuts with its mobile and desktop adaptive platform, When I Work is also integrated with some POS and Payroll systems and has a very intuitive user interface (UI).

Quinyx

It allows you to schedule work keeping in mind employee contracts and working time directives. You can also set up an optimal schedule matching the best employee to the most appropriate task and set up a staffing schedule taking expected sales into account.

TrackSmart

Their online time and attendance management software allows for scheduling based on employee availability and job skills. You can even set up recurring schedules. All these are accessible from all devices 24/7. These smarter schedules will ensure you are never understaffed, even for the holiday season.

  1. Be Transparent

Make sure you communicate your holiday leave policy and vacation policy to your employees as soon as they are hired. Is it first come first served? Are there any vacation blackout periods when no vacation requests would be entertained due to an expected rise in traffic or a special project? Will you be encouraging them to take their vacation in the slower periods? Communicating all this in advance will be fairer and more acceptable to your employees. Make sure any vacations are granted judiciously—with employees fully cognizant of the decision-making criteria—after due deliberation and without any favoritism.

  1.  Set a Deadline

Set a deadline by which employees can request holiday leave. Depending on your needs, this can be anywhere from a few days to several weeks before the staff wants to use leave time. This deadline should be far enough in advance for you to ensure that it does not affect a project’s productivity or deadline and you are not understaffed. Also cap the number of employees of each specialization who can take off at the same time.

  1. Get Pertinent Information

When an employee puts in a leave request, request a report on current projects. Ask them how they plan to meet deadlines before they head out the door. Nicolas Gremion told SmallBizTrends that this process “gives me piece of mind that their absence won’t be problematic and they can leave knowing that they’ve tied up any loose ends.”

Get a detailed breakdown of projects they are currently working on, tasks to be performed, access details for pertinent files and accounts, deadlines for current projects, important contact information, and any other information needed by the employees covering the vacationers’ jobs. Create a checklist of these that each vacationing employee can tally against before leaving.

Project NameDeadlineTasks to be PerformedContact PersonContact InformationAccess Details
AccountPassword
Project 1
Project 2
Project 3
  1. Delegate Tasks

Then make sure that someone is covering for the missing employee. Sometimes, that requires handing off tasks and projects to a few different people in the office instead of asking one person to do the work of two. Crosstrain employees in preparation for the upcoming holiday season, ensuring that the backup employee is fully conversant with the appropriate project training manual.

  1. Trade-off

Trade-off between your employees. Some employees may have important commitments at other times of the year that they can take time off for and then work during the holiday season. Allow employees with similar job descriptions to trade off their vacations with each other, one picking up the slack when the other is on leave. Stagger your employee vacations so you always have coverage; allow some to work the morning shift, some the afternoon shift, or schedule one set of employees for the first few days of the week and the other for the rest of the weekdays during the holiday season.

  1. Offer Incentives for Working Employees

Give cash bonuses, extra paid leaves redeemable after the holiday season, and other incentives for those willing to work during the most popular vacation periods. This will ensure that you have a productive skeleton staff even during the heart of the holiday season. It will also boost the morale of those who have to work over the holidays when the other employees are on leave and enjoying themselves.

  1. Hire Temporary Support

In some cases, you can even hire a temporary virtual assistant to pick up the slack in an employee’s absence. Especially in the retail industry, business booms in the holiday season and having employees on holiday leave can cause a stress on operations. Hire a qualified virtual assistant to take care of ecommerce sales, provide administrative and operational support, or even act as a virtual receptionist service during the holidays.

You can even hire a temporary call center operator or a customer service center to handle customer service, field incoming calls, generate leads, and make telemarketing calls to take advantage of the boost in sales in the holiday season.

Having part-time staff as backup all year round is always a sound decision, so they can come in if you have any shortages and during the holiday season when most employees are on leave.

  1. Prep for the Manager’s Leave

What if the manager is the one going on leave? We suggest that you let your employees know far enough in advance so they can prepare. Make the manager’s calendar public so that the staff will know when he or she will be back. Ask the manager to train the second-in-command to pick up the slack. The administrative support staff must also be familiarized with how to handle certain tasks while the manager is out of the office, such as where to direct calls and how to respond to requests. Then, consider having a protocol for an emergency, so employees can determine when to call the manager while he or she is on leave.

With these tactics, you can ensure that handling the holiday season won’t be such a hassle. Let us know down below what some best practices are that you have seen or used for handling employee leave during the holiday season.