Tag

Inbound Call Center Solution Archives - IdeasUnlimited

IU services in COVID-19

Is COVID-19 Harming Your Business? We Can Help

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

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

Chat, Email, and Call Center Support

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

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

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

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

Remote_Work

Boom in Business?

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

Healthcare Call Center Support

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

Health care support services IU

Operations Support

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

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

Marketing and Ecommerce Support

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

Billing Support

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

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

Optimize Your Delivery Service - IU Inbound Customer Service Center

8 Tips to Optimize Your Delivery Services

By | Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support Services, Inbound Call Center Solution, Remote Support Services, Remote Work, The IU Way, Virtual Assistant Support | 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.

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.

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

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

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

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

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

So how can IU assist you?

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

This is where we come in.

Brand Management

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

Sales Support

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

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

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

Customer Support

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

Multilingual Support

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

Business Management

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

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

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

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

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

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

Planet Call Center

Planet Call Center

By | Call Center Support, Inbound Call Center Solution, Outbound Call Center Services, Uncategorized | 2 Comments

Ask you walk through the hubbub of a call center, you will find agents engaged in a variety of activities, working hard in an upbeat atmosphere. There will be agents making and receiving calls, a customer service representative leaning back to consult a colleague on a unique case, and a small group huddled around the coffeemaker discussing hot leads they’ll be chasing this week.

Working in the same environment, with the same KPIs and the same shifts that are diametrically different from typical 9 to 5 office hours, call center agents develop a unique culture—the Planet Call Center.

Camaraderie

Late night shifts in the dead of winter, seeing the same agents day in and day out, having similar job descriptions, and relying on each other’s knowledge and experience builds camaraderiethat usually translates into lasting friendships. Sharing amusing anecdotes about customer interactions during lunch breaks and comparing notes on how to deal with certain cases builds a culture unique to a call center. This is as opposed to any other office environment where every person specializes in his or her area of expertise, with a faint idea of what the others do.

Call Center Culture Builds Camaraderie

Shared Jargon

Call centers have industry-specific terminologies that are widely acceptable and used extensively in everyday interactions. Usage of ubiquitous call center terms like AHOD creates a language of their own, solidifying the feeling of a bubble surrounding the call center. This call center jargon becomes so innate to agents, after using it in a range of circumstances with different customers, that it spills over into their everyday lives. Even when meeting outside, discussions of handling times, newest campaigns, and FCR rates create a coterie of agents quite distinctive from other office colleagues.

Hard Work and Positive Atmosphere

With an upbeat atmosphere, call center agents work hard for rewards, benefits and bonuses. Depending on the direction of call center traffic, their motivation may be different. A call center operator providing outbound call center services may be primarily driven by competition for greater sales while an agent handling the brand’s inbound call center solution would be focused on solving problems.

Diverse Interactions

Not only is the call center workforce typically very diverse—with people of all genders, ages, educational and financial backgrounds and religions—each customer service representative deals with a range of customers over his or her career. This cultural diversity becomes so familiar and each call center operator has such widened horizons that the outside world seems slightly alien, with a relatively homogenous populace and informal interactions.

Cultural Diversity epitomizes call center communications

Using Second Language

Talking in a professional manner throughout the shift creates the call center bubble. The call center is even more of an isolated planet in areas where customer interactions take place in a second language that is not that predominantly spoken outside the walls of the center. Once agents walk out of the center, readjustment into the outside life takes a minute but then due to their training, they are more equipped to deal with the daily pressures they encounter in life.

Interpersonal Interactions

The comprehensive interpersonal communication training given to a customer service representative changes his or her daily interactions with everyone for the better, engendering empathy and a helpful attitude.

The IdeasUnlimited Experience

At IdeasUnlimited, wehave both physical call centers in the Philippines—where agents come in to the center to work—and remote teams handling call center support for other projects. It does not take long for the planet call center effect to come into play in both situations, where agents work hard and support each other, the jargon becomes generic usage, diversity becomes acceptable, and a positive culture is promulgated.

We are proud of promoting a positive, hardworking culture where excellent performance is rewarded, communication skills honed, and the planet call center values upheld, broadening the personal and professional horizons of our agents.

Do You Need an Inbound Call Center Solution?

Do You Need an Inbound Call Center Solution for Your Business?

By | Call Center Support, Customer Service, Inbound Call Center Solution, Remote Support Services | No Comments

With customer service at the forefront of business competitive differentiation in today’s global marketplace, and 81% of marketers estimated to be competing on the basis of customer experience by 2020, you need to evaluate your customer care center and see whether you need an inbound call center solution.

What is an Inbound Call Center Solution?

An inbound call is initiated by a customer, employee, vendor, or other stakeholder who wants information or assistance with some aspect of your product or service. Your business is not initiating the call. An inbound call center solution constitutes the management of all inbound channels of contact that any stakeholder can use to reach out to your business. All inbound calls, messages, or chats are routed to an available agent with the required skillset and these can constitute queries, technical support requests, order processing requests, etc.

Firms providing call center support offer both inbound and outbound call center services. However, if more than 50% of the calls are inbound, the call center is classified as an inbound call center solution.

Benefits of Having an Inbound Call Center Solution

A reliable customer and vendor support system enhances brand value. It not only significantly improves the conversion rate, it assists in cross-selling and upselling, and the after-sales support ensures customers stay with your brand for longer.

Improved Bottom Line

Customer service is more often that not the deciding factor in ensuring a positive customer experience and retaining current customers—customer experience leaders outperform laggards by 25%. Customers purchase more after a good customer service experience and stop buying or even avoid a business after a bad customer support interaction. More important still, customers share their good and bad experiences, so your customer support has a direct impact on your brand reputation and long-term profitability.

An effective inbound call center solution improves your customer service, enhancing the bottom line by creating more positive customer support experiences.

Importance of Good Customer Service - Inbound Call Center Solution

Customer Retention

70% of businesses believe it is cheaper to retain a current customer than to acquire new ones and, depending on the competitiveness of your industry, acquiring a new customer can be 5 times more expensive than retaining a current one. Couple that with a 60-70% probability of selling to an existing customer, your primary focus should be on your current customer base to improve the bottom line.

A mere 5% increase in your retention rate has the potential to increase your profits by 25–95%, the magnitude of gains depending on your business model. Loyal customers buy more from the company and become brand evangelists, spreading positive buzz. Not only are they willing to pay premium prices for assured quality and reliability, the operating costs of serving them is lower, so you must ensure they stay with your brand and do not switch to a competitor.

The best way to retain and grow your customer base is investing in an effective inbound call center solution.

Handling Important Accounts

Your most important accounts need special care since 20% of customers typically account for more than 80% of sales. Providing these accounts special care will have an exponential positive impact on your profitability. You can have an inbound call center solution with dedicated agents for these accounts to provide them enhanced customer support.

Importance of Customer Retention- Inbound Call Center Solution

Better Customer Insight

An inbound call center solution helps build a better understanding of the common issues faced by customers, their problem points as well as main complaints. This would allow you to tailor your value proposition accordingly. For example, if you get to know through customer feedback that your product gets soggy in humid climates, you can focus on better vacuum-sealing protection. You can also add enhanced features that customers have shown an interest in and proactively determine how customer interactions with the product are changing.

Checklist to Conclusively Determine the Need

Use this simple checklist curated by us to determine whether your business needs an inbound call center solution. Any of these would require specialized call center support to increase sales and productivity.

Receptionist Service—Your business gets a large volume of calls for scheduling and confirming appointments, asking to be redirected to various departments, and miscellaneous other queries for which you need an inbound customer service center.
Inquiries—Potential customers get in touch for queries about your product, process, or service before making the purchase decision. This may be directly related to the composition and function of the product or service or its recyclability, sustainable sourcing, the location of your outlets etc. These must be handled professionally for maximum conversion to sales.
Order Processing—Customers require assistance in processing orders, confirming sizes, choosing between alternative modes of shipment, tracking orders etc. Your business needs to process orders given live across multiple channels by customers and enter them into the database, allowing you to deal with rush periods and ensure timely delivery.
Bookings and Reservations—You handle reservations and bookings for conferences, hotels, trips and holidays etc. and need an efficient system for ensuring nothing slips through the cracks.
After Sales Support—Current customers need troubleshooting assistance, technical support, assistance with upgrades, usage instructions, repair and maintenance, and call center support is needed to handle these communications. SAAS providers like Intuit and those selling goods that need technical support get a lot of incoming traffic for this reason.
Marketing Support—Customers contacting your company must be told of your range of products and services and combinations of products that would enhance their experience, to increase their share of wallet.
Billing Support—You get incoming queries regarding modes of payment, payroll processing, and tax liabilities that a trained customer service representative must address.
Global Customer Base—Customers from all over the globe use your product or service and require 24 hour call center support to cover differing time zones.
After-Hours Support—You must be available for your customers after hours too since you are an emergency service provider or ecommerce business with customers in various time zones.
Multilingual Support—Your customers, vendors, and/or employees speak multiple languages and multilingual call center services would make communication efficient and enhance brand loyalty.
Omnichannel Customer Experience Management—With the proliferation of points of contact, customers and other stakeholders reach out via various mediums: calls, text, live chat, social media messages, fax etc. and you need an omnichannel management system for all of it.
Vendor Support—Multiple vendors contact your business to confirm orders you have given, shipments received, invoices and payments. An inbound call center solution would manage your vendor communication and relationships.
Large Volume of Job Applications—You receive a large volume of incoming calls, emails, and social media messages from potential workers for job applications and then subsequent application status inquiries. These need to be handled by HR through dedicated lines of communication.
Multiple Departments—Calls and other incoming inquiries may be relevant to any of several departments, business units, branches, or outlets and need to be directed to the relevant employees.
Type of Need—The features of the inbound call center solution depend on the time-sensitivity and type of the inbound communication:
  •  Very Time-Sensitive: You will need 24 hour call center support if the inbound communication is very time sensitive—if the query is not resolved as fast as possible, the customer can switch to a competitor’s brand or the business will lose money. For instance, having 24/7/365 support for a payroll software is necessary because if the glitch is not resolved immediately, the checks will not go out in time.
  • Small Queries: Live chat support is required for small queries to help redirect customers on the website, resolve small login issues and other problems that have instantaneous fixes.
  • Requests for Quotes and Meetings: In case of queries that require research and strategizing, email support is a better alternative. For instance, if a firm needs a quote from you for a strategic partnership, it can wait till you put together a proposal and the best form of initial communication is email support.

Features Needed for Inbound Call Center Solution

The next step is figuring out what features you need in your inbound call center solution and which ones can wait for now and you can opt for once your business has expanded sufficiently.

Characteristics of Customer Service Representative

Some of the most crucial characteristics of a customer service representative are:

Basic Skillset

Each customer service representative must be well-trained in customer care, with communication skills par excellence.

Well-Prepared

The agent must be well-versed in the product or service, order processing, and common issues customers face. He or she must be able to handle any type of incoming query.

Handle Pressure

Should be able to easily deal with the pressure and volume of incoming calls.

Omnichannel Experience

The customer service representative must be able to handle all points of contact and all mediums used by stakeholders.

Features for Business VoIP Platform

You must analyze your inbound call center solution needs and decide whether you need each of the following features in your business VoIP platform.

Channels Covered

Determine the current main contact channels like phones, text messaging, social media, live chat etc. as well as those you want to target.

IVR

Do you want to automate the first step and direct calls to the relevant departments and agents as efficiently as possible?

International Inbound

Do you receive calls from international numbers? Do you want to make it simpler for your international callers to get in touch with you?

Number of Extensions & Queues

Do you need several extensions to create multiple points of contact for various departments and branches?

Online PBX Controls

Do you want a Private Branch Exchange that is stored and managed over the internet rather than end-user hardware?

Voicemail Box

Do you need one or several voicemail boxes and do you want to receive transcriptions of voicemails in your email for better management?

Call Flows & Failover

Figure out whether you need to set up a route for incoming calls and emails so that no incoming communication slips through the cracks.

Greetings & On-Hold Options

Do you need hold and forwarding capabilities? Analyze whether custom greetings and on-hold messages add value.

Call Monitoring

Is there a need for recording and monitoring calls, with options for the supervisor to override calls and/or assist the agent?

Wait Time Announcement

Would you like to announce an approximate wait time to your callers, especially at times of long call queues to create greater trust and transparency?

Caller Information

Would your team better handle callers and live chat customers if they get some information on the customer before they pick up the call or respond to the chat?

Advanced Call Analytics

Will insights into call patterns, locations, extensions, and agents help you in strategizing and improving productivity? Do you need basic or advanced analytics?

Partnering with a Call Center Support Provider

Once you have determined that you need an inbound call center solution and the features you need, you must ensure that it is a seamless extension of your brand image. This requires customer service expertise. But do you need an in-house customer care center, with the associated HR admin expenses, overhead costs, benefits, and paid leaves?

A more efficacious option is partnering with a call center support provider since you would be assured of reliable customer support that builds brand value. Each customer service representative will be experienced, highly skilled, and well-trained at not only handling incoming communication but also cross-selling and upselling products and services.  Most call center support providers cover 24/7/365, ensuring your business is never out of reach of your stakeholders, especially your customers.

This is also the more scalable option that will allow you to expand operations easily without doubling your overhead costs. It is ideal for businesses that face seasonal fluctuations in sales volume.

Take the time to determine whether you need an inbound call center solution, which features you need, and how to quickly and cost-effectively get one for your business. Our advice is, contact a specialist call center support provider for a custom inbound call center solution that best suits your business’ needs.