Info Articles

Well-managed call centers rank right up there with an aggressive ad campaign

No matter how big or small your operation is, teamwork is key. Whether you’re dealing with customers, vendors or your staff, the ability to work well with others and delegate responsibilities are imperative to your businesses success. Not only that, but allowing a trusted employee or partner to take the reigns of a situation is only going to make your team stronger. Continue reading

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Company Updates

Customer Surveying: A How-To Guide

While many aspects of your business can be measured quantifiably (such as sales, taxes, overhead expenses, etc.), certain factors are more subjective in nature. So, how do you determine if your employees are delivering great customer service? One of the easiest and most effective ways to gauge customer satisfaction levels is through customer surveying.

What is customer surveying?

If you’ve ever been asked to provide feedback on a shopping experience, you’ve participated in a customer survey. Surveys may contain a variety of questions, anywhere from one to 50 or more different criteria, and may even offer an incentive to complete, such as a discount or entry into a contest.

What kind of customer survey is right for me?

A customer survey can contain many different types of questions. These include, but are not limited to: true/false questions; Likert scale (rate from Highly Dissatisfied to Highly Satisfied); or open-ended. First, decide what information you’d most like to glean from your customers. You may want to receive feedback on a specific aspect of your company (such as the website, or the layout of the store). After you’ve decided what points you want to learn more about, craft questions to cover these topics.

What questions should I ask? Regardless of what information you hope to receive, your survey questions should be very straight-forward and easy to answer. Here are a few examples of common questions:

· On a scale of 1-10, how would you rate your overall experience?

· How likely are you to recommend our services to a friend? (Not Likely – Very Likely)

· How can we improve your experience next time?

How do I reach my customers?

There are many different ways you can go about reaching your customers to conduct a survey. For example, many retail stores provide a link to an online survey at the bottom of the customer’s receipt. Other companies may choose to send out mailers in hopes of them being returned completed.

However, one of the easiest and most cost-effective ways to survey your customers is through a 24/7, California-based call center. TeleDirect offers customizable programs to help you reach your customers in a comfortable and no-obligation way that allows you to focus on running other aspects of your company. Visit www.TeleDirect.com today to see how we can help your business!

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Company Updates

Are you on top of your customer service game?

When you categorize your responsibilities as a business owner, how high on the list is customer service? Even if you devote countless hours to making sure every dimension of the customer experience is top-notch, eventually you’re going to have a customer who just isn’t satisfied.

Here’s where the most important part of customer service comes in: damage control and prevention.

According to data collected by Win the Customer, customers who have a negative experience are twice as likely to talk about it with other people, both conversationally and in the form of poor online reviews. Furthermore, it takes twelve overwhelmingly positive customer experiences to offset the damage done by that one bad review.

Here are a few other alarming statistics:

  • About 81 percent of customers expect assistance with their problem within 1 hour or less of seeking help online.
  • A customer is 4 times more likely to go to a competitor after having a poor customer service experience with your company, as opposed to an issue with the product or the price.
  • The cost of attaining a new customer is 7 times that of retaining an existing customer.

When a customer hits a speed bump, they want to know that your business is accessible, friendly, and willing to help resolve the issue. The vast majority of people will choose to contact the business from their homes, either through the internet or by calling, rather than returning to the location. Having a friendly representative to respond to your customers’ concerns is crucial. By utilizing the help of a 24-hour call center like TeleDirect, customers won’t slip through the cracks and end up feeling ignored while ultimately deciding to take their business elsewhere. Contact us today at www.teledirect.com to see what we can do to improve your customer service!

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Company Updates

Creating a strong customer base with Telesales

Since the modernization of the telephone, receiving calls at inconvenient times from “telemarketers” has become a running joke for Americans. Society has become so desensitized to the “unknown number” on their caller ID that they no longer answer the phone, or hang up promptly when they discover they’re talking to a salesperson. How do we turn a practice with a bad reputation into a profitable strategy? The answer lies in telesales.

What are Telesales?
Similar to tele-marketing, which is the practice of communicating a marketing message over the telephone, tele-sales also involves a verbal communication between a representative and a consumer. While the goal of telemarketing is often limited to informing a potential customer about your product or service, telesales goes into a much deeper level of customer relations. For example, a telesales representative will make the extra effort to get to know your prospective customers and clients. While maintaining a professional demeanor at all times, the representative will truly listen to the prospect to understand his or her specific needs. Once the representative understands the customer, he or she can offer the customer much higher quality of service, and a stronger relationship can form.

Why do I need Telesales representatives?
If you want to grow your business and increase your loyal clientele base, telesales may be just the thing to elevate you to that next level. Facilitating consistent relationships with your prospects is a surefire way to turn them from leads into loyal customers. Keep things cost-effective and efficient by outsourcing your telesales responsibilities to a diligent call center like TeleDirect. If you have any questions or want to get started on your path to a bigger customer base, visit us at teledirect.com.

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