Company Updates

Your Business on the Cloud Means Complete Access to Customer Satisfaction

A call center representing your company should always demonstrate technological innovation. Without a technological advancement that gets customers in contact with customer service agents in a timely fashion, customers may become impatient and quickly frustrated. TeleDirect’s ACD service will take your business to the next level with our SaaS solution that will automatically distribute callers in queue.

By incorporating our TeleDirect ACD solution, expect to reap the following benefits:

  • Call recordings: Listen to how our call agents speak to customers with professionalism and high-quality customer service etiquette.
  • Custom integration: Compatibility with your current applications and software
  • Cost effective: Pay-per-minute pricing and no long term contracts
  • Cloud based: Access on demand reports and analytics that are powered on the cloud

Allow a team that is backed by proven corporate leadership and vast experience and knowledge over the last 50 years take care of your answering service needs. Contact us today to find out more about automating your business on the cloud: www.teledirect.com

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Industry News

Automation or Live Chat? Outstanding Benefits of Using a Call Center

If you’ve ever been put on hold for a length of time by a seemingly incompetent customer service representative, then you know how frustrating it can be. As a business owner, this is something that you don’t want happening to your customers. That is why, as soon as your business starts receiving more calls than you can handle, you need to consider outsourcing your customer service needs to a reliable call center. Continue reading

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Company Updates

3 Tips to Improve Customer Service

Outstanding customer service is an expectation that all customers have when doing business with a company. Because of this high expectation, it has turned into a very competitive marketplace – and if a customer’s satisfaction level has not been met, it is common for him or her to spread the word to potential future customers. Have you taken the time to notice if your customers are happy with the services you provide? Implement these 3 tips to improve your customer service and your customers will start talking positively about you:

  • Monitor and collect all feedback from customer service experiences: If used constructively, customer feedback will most definitely improve your customer service. There could be flaws in your strategy that can be slightly changed to improve the experience your customers are wanting and expecting from your company.
  • Welcome internal feedback: Your customer service representatives are the ones who are face-to-face with customers on a daily basis. Welcome feedback from your employees so that a customer’s experience can be improved.
  • Define improvement in customer service: Everyone in your organization can view delivering customer service in different ways. Create and set goals for your customer service team to abide by and strive to reach.

Improving customer service for your customers is a way to maintain a client base and also gain future customers with a good reputation. At TeleDirect, we strive to provide the highest level of customer service for our customers and will do the same for yours. Contact us today: www.teledirect.com

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Company Updates

Improve Communications with TeleDirect ACD

Could communications within your company use some improvement? Are you tired of looking for just the right software to take your business communications to the next level, only to find that the product you purchased is a poor fit for your company?

With TeleDirect ACD, customization is the name of the game. Our team will create a custom-built software exact to your specifications. The product you receive will do just what you need it to do, and nothing that you don’t.

The Benefits of ACD
When we develop your personalized software solution, we have three main goals in mind:

  • To streamline your communications processes,
  • To increase your overall productivity, and
  • To ultimately lower your business costs.

As a business owner, your time, energy, and finances could be much better allocated elsewhere. With TeleDirect ACD, you’ll be able to do just that.

Multiple levels of communication? No problem.
TeleDirect ACD is designed to work cohesively with a wide range of business communication processes. Our cost-effective strategies will seamlessly integrate call center activity, workforce management, global communications, and many others.

Keep Up-to-Date while you’re On the Go
The best part of TeleDirect ACD is the mobile device integration. Effectively run your business even when you’re out of the office with mobile management tools that keep you connected 24/7.

Managing your business communications effectively is crucial, and TeleDirect ACD will help you get there. Contact us today for a free consultation by calling 1-800-480-5745.

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Info Articles

Telemarketing Service Strategies: Learning from Customer Complaints

In any business, you need to deal with your customers professionally—especially the most difficult ones. Customers with lots of negative feedback certainly won’t hesitate to call you out on sources of dissatisfaction. Don’t dismiss these customers because they can easily broadcast their opinions on social media. Rather, be sure to turn the situation into a profitable opportunity.

Take the advice of customer service consultant Micah Solomon who says that a customer who fires multiple complaints at you can actually be a gift. In an article published by Forbes, Solomon explains how those three or four “whiny” statements from customers can make you realize where you need to improve.

The information (couched as complaints) that your customer will give you in this sensitized state is extremely valuable. This is a magical, if painful, moment. The sensitized customer will be attuned to pointing out things that none of your employees are likely to notice in the course of their routine day. That few of your regular customers consciously notice, even if it is grinding down, over time, their subconscious opinion of the customer experience you provide.

Solomon reminds readers to “try to be all ears in a situation like this, because you have very, very few customers who will bring this stuff up in such detail. Most of your customers are trying to be polite. To not cause trouble or be a bother. Or, most tragically, don’t care enough to speak up because they’ve already written you off.”

When you receive direct feedback or complaints from customers, you can study the data gathered and use it to improve your products and processes. For instance, you root out undetected deficiencies in your product or identify additional services that can benefit your clients. Your findings can be documented on your database, analyzed, and used to enhance the quality of what you sell and the scripts your preferred telemarketing call center uses.

Telemarketing basically entails introducing your brand to consumers or reinforcing how you can meet needs they already have or didn’t know they had. The people who represent you should keep this in mind in every call, aside from using the language and scripts that you require. For this reason, it would be to your advantage to work with a telemarketing service provider like TeleDirect that lets you access your data 24/7 and employs skilled telesales agents who conduct successful interactions with each lead or prospect in keeping with industry best practices.

(Source: Customer Service Tip: That Whiny Complaining Customer? She’s Actually A Gift From The Gods, Forbes, July 5, 2014)

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