Tag

Receptionist Service Archives - IdeasUnlimited

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.

How Remote Work Saved Me! Conquering All Odds

How Remote Work Saved Me! Conquering All Odds

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

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

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

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

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

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

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

Download

Social Anxiety and Remote Work

Nick's Story of How Remote Work Saved Him

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

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

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

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

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

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

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

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

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

IdeasUnlimited Making Lives Better

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

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

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

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

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

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

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

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

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

IdeasUnlimited in the Future

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

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

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

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

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

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

Nick's vision for IdeasUnlimited

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

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

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

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

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

Please let us know your thoughts in the comments below.

Download
About IdeasUnlimited

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

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

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

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

Positive Language and Tone

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

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

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

Gatekeeping Skills as a Brand Ambassador

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

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

Connect to the Relevant Person

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

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

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

Share Informational Material About Your Products and Services

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

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

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

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.