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A great customer experience isn’t possible without the provision of high quality customer service. A customer relationship management (CRM) system can be hugely beneficial in keeping businesses up to date with their customers actions and needs, while also acting as a customer loyalty enhancement and service tool. By keeping all the puzzle pieces of your customer’s information in the one place, you can greatly increase their overall satisfaction with your company.

A CRM system acts as a customer database providing you with a vast array of information in relation to your customers such as previous interactions with your company, any feedback given, and personal needs or problems that they may have. Not only is it helpful for accessing information on existing customers but it also helps in acquiring new customers. All customer details contained in a CRM system is kept centralised meaning that you can access it at any time.

Imagine that a customer is returning to your company with a query, CRM allows you to see what problems this customer has had in the past and whether they were satisfied with the solution you provided. A successful CRM and customer service strategy can help to not only build upon customer satisfaction but also improve brand loyalty and your business’ reputation. CRM systems offer multiple benefits to companies such as:

• Increased profitability – Implementing a CRM system helps companies increase their overall profitability by building strong personal relationships with customers. CRM provides a company with the opportunity to nurture customer relationships. Using customer specific information, a company will be able to provide a customer with solutions, offers and content that responds to their exact needs. CRM, therefore, leads to improved customer loyalty and retention.
• Improved productivity – CRM systems are automated meaning that customer information such as sales information, company interaction and personal details are kept in the one place. This makes gathering information in regards to specific customers much easier increasing productivity level among call centre agents.
• High customer satisfaction levels – Customers that receive an attentive and personalised customer service experience tend to have higher levels of satisfaction. Due to the features that a CRM system provides, call agents can provide a high level of customer service with each interaction a customer has with a company leading to sustained levels of customer satisfaction.

Call Pageboy Contact Centre’s technology allows for easy integration with a CRM system. By adhering to strict data protection policies, our call centre agents can log customer calls and queries in real time. For more information on using CRM or the services that we offer, contact us here.

This article was originally posted on insights.datamark.net by John Alarcon on July 26th, 2017.

Consumers are finding value in chatbots – those pop-up windows on websites and Facebook messenger that offer a friendly (albeit artificial) face and a willingness to help.

Ask a chatbot (also known as a “virtual customer service agent”), “What time does your store close today?” and you should get a quick and accurate answer. But if you ask something more complex, such as “I need help setting up my home wi-fi”, more than likely you’ll stump the ‘bot. At the very least, if the chatbot is configured well, it will know to pass you off to a human or promise a return call or email asap.

Today’s chatbot experience shows the technology still has a long way to go before it replaces contact centre agents. But as with anything involving computing, expect chatbot help to get better and better as vendors of the technology refine their behind-the-scenes artificial intelligence….Read more.

Behind every successful business is an efficient and organised diary management service and system. Ensuring that your day to day processes are running effectively and smoothly is crucial to every company. However, as call volumes rise and customer demands increase, appointment management can become a complicated and time consuming task for in-house administration.

Outsourcing your diary management service to a third party company can have huge benefits for your company especially when it comes to improving both time management skills and freeing up valuable in-house staff working hours. By working closely with an outsourced administration manager you can receive the following benefits:

• Improved in-house scheduling: A dedicated third party diary management service team will not only ensure that all appointments and meetings are efficiently scheduled but will also make sure that your in-house calendar is organised. This can be especially helpful for those companies in the healthcare industry.
• Better in-house performance levels: Administration tasks can be time consuming for all businesses. By outsourcing diary management, you can ensure that your in-house staff have the time resources available to them to continue providing customers with a high quality standard of customer service.
• 24/7 customer support service: Depending on what call centre offerings you are looking for, most diary management service solutions tend to be flexible in order to cater to your specific needs. Diary management services offer after hours support meaning that no matter what time of the day it may be your company’s calls, appointments and meeting schedules will be answered and kept up to date.

Diary management covers various customer support services such as virtual reception, help desk support and an after hours call service. Here at Call Pageboy Call Centre, we offer diary management as part of our overall call centre services. We appoint a dedicated account manager and team to manage and update all diary systems to ensure that you never miss an important meeting or call. For more information on the services that we offer, contact us here.

This article was originally posted on www.ameyo.com by Nitish Gautam on August 22nd, 2017.

Whether you realise it or not, your company is a part of the customer experience industry. You can be an emerging Amazon set to dominate the ecommerce industry, or you could be a drone startup offering assistance to the military – it really doesn’t matter. Customer experience is a major facilitator of business, revenue and growth – and it can’t be ignored any longer. What are you doing to improve customer experience? Are you building a customer experience strategy?

Think about it from your customer’s point of view – he might be complaining to a customer support agent via phone, and your marketing team might be emailing a promotion about a discount on an industry event. What will he think about your company when he experiences something like that? He probably would think your company just wanted to sell him your product/service.

This is why it is important to have a customer experience strategy in motion to improve customer experience. Before we set out to create a customer experience strategy, let’s understand what makes a great customer experience.

What makes a great customer experience

Before you set out to create a level of customer experience like never before, it is important to understand what makes a great customer experience… Read more.

This article was originally posted on www.infinitcontact.com on August 16th, 2017.

In this modern age when almost everything comes handy, customers have become less appreciative and are difficult to please. With the advancement in technology and the accessibility of information, product quality among competing brands and companies are almost equal. Hence, the determining factor in choosing the brand or company lies in the customer service.

Customer service in today’s world is an essential part of a company. With the increasing competition among all industries, the challenge is to deliver high-quality products accompanied by great customer service. This task, however, is not a piece of cake. Read on to know more about the challenges of delivering customer satisfaction and how to resolve them.

• Understanding customer expectations – The first, and probably the biggest, challenge is understanding diverse and constantly changing customer expectations. Most companies target specific customers – by gender, race, age, generation, etc. While these customer classifications may share similar basic requirements of a certain product, they do have varied desires that they take into account when purchasing a product. This is the reason why talking to customers is the best strategy. It is important for a business to get to know its clients, customers and consumers. Find out their expectations, their needs, their preferences, their non-negotiables, their opinions on the product and their suggestions for improvement
• Reaching out to customers – Doing research and gathering data on customer expectations bring us to the task of reaching out to customers. There are plenty of ways to advertise and get through to customers. We have print media, radios, televisions, phones, emails, social media and of course, face-to-face campaign. The primary challenge, though, is to get the message across….Read more.

Providing live chat and social media support has become essential for companies who want to ensure that their customers have a positive customer experience and are fully supported when online. With online usage on the rise every single day, it has become the norm for customers to get in contact with a company over live chat or social media support rather than via traditional methods such as phone or email.

When searching for either a service or product online, customers still want the experience of dealing with a company representative who can answer their queries in real time. Live chat and social media support allow customers the opportunity to do this comfortably whether they are at home or while travelling, regardless of the hour.

There are multiple benefits that live chat and social media support can offer a company when providing high quality support to customers:

• Convenient for customers – If a customer needs help after encountering an issue online, live chat and social media can provide instant access to support. Wait times are considered to be relatively short and it also provides customers with the opportunity to easily continue multi-tasking from the comfort of their own home or while in the office.
• Reduces in-house expenses – Due to the nature of live chat and social media support, these forms of online customer support allow call centre agents to handle multiple customer queries simultaneously and ensure low waiting times. This cuts down on a company’s need to hire additional in-house staff leading to reduced expenses.
• Insight into customer pain points – Live chat and social media support give companies access to customers’ needs and pain points that may not be possible via over the phone interactions. Online support provides call agents with numerous transcripts to help companies identify customer pain point trends. This data provides companies with vital information regarding customer satisfaction and product or service performance.
• Builds loyalty and trust among customers – Today’s digital world has given customers more of a voice when it comes to interacting with companies. As providing quality customer service is crucial to long term business success, giving your customers instant support over online channels will build deeper, more loyal customer relationships. This in turn will increase customer acquisition and retention rates.

Call Pageboy Contact Centre provide seamless multi-channel customer support, ensuring that your customers will have access to support on the channel that suits them most, 24 hours a day. Our call agents are trained to provide knowledgable, client specific support from the first point of contact. For more information about the services that we offer, contact us here.

This article was originally posted on www.teletech.com by Caleb Johnson on May 31st, 2017.

There’s a constant effort to provide customers with the “best” experience. But what is the best experience? Even with a journey map in hand, there’s an inevitable push and pull of wanting to create an engaging beneficial customer experience that results in a high NPS score as well as an uptick in revenue.

Scripting customer interactions is an effective way to remove complexity from the customer interaction and enable associates to focus more on the customer, instead of the process. A common theme in the market is the fear that, with scripts, the conversation may appear inauthentic or that associates may not have all the right information. Yet if deployed correctly, scripts can be a valuable tool to improve customer experiences.

A good example of how scripts are helpful is when it comes to omni-channel interactions. The current customer support trend is to provide the customer with as many channels as possible to interact with the brand. Whether it is mobile, social, chat, video, or an old-fashioned phone call, the result still needs to be the same: the customer needs to find a resolution for the situation at hand. Scripting customer interactions ensures that the customer journey is consistent across channels… Read more.

Average handling time refers to a metric used by call centres to estimate the total average call duration of an interaction between a call agent and a customer regardless of communication channel. In the past, reducing this metric often meant that a quick turnover of calls took precedence over ensuring customer queries were adequately solved.

However, due to the changing nature of the digital world and customer service provision, having a low average handling time metric now relates to providing customers with a positive experience on their first point of contact while not sacrificing on quality or customer satisfaction.

There are multiple benefits to ensuring that your business has a reduced average handling time when it comes to interacting with customers as part of your daily business operations:

• Improved customer service – By providing first call resolution to customers ensures that they have a positive customer service experience. Reducing hold time and providing customers with quick access to a knowledgeable customer service agent across a range of communication channels will lead to fewer frustrated and dissatisfied.
• Higher quality of knowledge and productivity – In order to reduce average handling time, providing high quality call agent training is essential. Call agents who have extensive knowledge of a company’s service and product offerings will be in a better position to handle a query in an efficient manner while also ensuring customer satisfaction. With frequent training, a call agent will be skilled in using a range of call centre technology solutions and will be aware of the adequate escalation procedures to ensure a customer’s query is dealt with in a timely manner.
• Builds customer loyalty and retention – Customers who receive a positive experience when interacting with a company are more likely to become a loyal customer in the future. By having a client dedicated account manager and team, your business can be assured that your customers are being met by an experienced call agent who will be able to answer any question in relation to your business without hesitation.

Call Pageboy understand how important it is to solve a customer’s query as quickly and efficiently as possible without compromising on quality service provision or customer satisfaction. Our call centre agents receive frequent agent training to ensure that they can perform customer support services to a high level on a daily basis. Our dedicated account managers also work closely alongside our clients to drive targets and design specific customer care programs for your business. For more information about the services we offer, contact us here.

This article was originally posted on insights.datamark.net by John Alarcon on July 20th, 2017.

Nearly one in two customers won’t hesitate to abandon a brand if a company can’t provide them with assistance in critical customer service channels, according to a new report from the Chief Marketing Officer (CMO) Council.

Forty seven percent of North American and European consumers surveyed said they would stop doing business with a brand if they reached a certain level of frustration when reaching out to a company for help.

The CMO Council study revealed consumers’ low tolerance for poor customer service and several other insights relevant to today’s omni-channel approach to engaging and supporting customers.

The researchers found that customers aren’t expecting perfection in every communication channel (phone, email, social media, web chat, forums, etc.) but do count on excellence in a narrow range of channels, including web sites, email, and the availability of a phone number that will reach a knowledgeable agent immediately.

What frustrates customers? The study found…. Read more.

Nowadays, in the age of the digitally connected customer and omni-channel support being widely available, it is vital for companies to adopt a customer centric support approach to customer service.

Many companies, while working to improve their product and service offerings can often get too caught up in their inner workings and forget to pay attention to the opinions of their customers. Adopting a customer centric service approach ensures that your customer will always be at the core of your business.

Customer centric support: What are its benefits?

A customer centric support service doesn’t just offer your customers a great service but provides them with a positive experience from their very first interaction with your brand. It is a well-known fact that customers are faced with numerous choices when it comes to deciding which brand they will invest their money and time in. Due to this, it is those customer centric companies that build valuable relationships with their customers from the beginning that always come out on top.

• Builds Brand Trust and Credibility – One of the most important benefits of providing a customer centric support service is that it helps to build brand trust among your customers. When customers feel that their needs are of importance and that their opinions are being heard by a company they are more likely to refer your business to others.
• Reduces Customer Attrition – If your support services are consistently putting the customer at their core and are providing a positive customer experience with every interaction, there is a higher chance that your customers will stay loyal to your company. A valued and respected customer is less likely to be enticed by a competitor.
• Provides real time customer insight – In order to provide an excellent customer experience, knowing your customer is essential. Using tools such as an integrated CRM system as part of a customer centric support service give you access to a wealth of knowledge surrounding your customers interactions with your company. This data provides your business with real-time information, helping you to anticipate your customer’s needs and provide seamless customer support. Offering a personalised support service like this offers value to your customers.
• Gives your business a competitive edge – Those businesses that offer their customers a personalised and customer centric service leave a lasting impression which leads to a strong brand image and reputation. This can boost referrals and prospective customers resulting in improved lead generation and overall company growth.

Call Pageboy Contact Centre believe that a customer should be at the core of all business activities. Our designated account managers and call agents make it their objective to understand both your business and your customers in order to provide a high quality, customer oriented support service. If you are interested in learning more about the service that we offer, contact us here.

This article was originally posted on www.infinitcontact.com on February 3rd, 2016.

While we have said this time and time again, but customers are still considered the lifeline of any business. This is why we invest so much in customer acquisition and retention, even focusing on customer service outsourcing to deliver expert service. Customer retention is always the more ideal goal, as repeat customers prove to be loyal customers and even develop into brand advocates.

How do we retain customers? Aside from obvious factors such as product quality and pricing, the biggest appeal for repeat customer is based on an emotional factor – they simply love shopping with you, and they like how you make them feel. And this emotional factor can always be traced to great customer service.

It has been proven that unhappy customers primarily discontinue supporting a product or service because they experienced poor customer service. Brand advocates, meanwhile, become loyalists and even spokespersons for a product or service because of great experiences… Read more.

Telemarketing can be a very effective tool for businesses of all sizes for lead generation and improving satisfaction among existing customers. The reputation of the service has gathered negative feedback in the past due to misuse. However, when used appropriately it can help a business build a personalised rapport with their customers.

Using an outsourced telemarketing service as part of your sales and marketing strategy can have multiple benefits for your business in terms of reaching more customers and reducing company overheads. This allows a business to focus on their core daily activities, stay productive and competitive while in the safe knowledge that an outsourced team is looking after their customers.

• Cost-effective: In house telemarketing can prove to be costly for companies to maintain due to the required utilities, staff, equipment and facilities needed. Outsourcing this service to a dedicated telemarketing provider can help businesses avoid unnecessary company overheads.
• Personalised customer service: Providing customers with a personalised telesales service gives businesses the opportunity to connect with their customers and learn more about their needs. By identifying their opinions and thoughts on services and products, it can give businesses an immediate insight into customers satisfaction levels.
• Brand awareness: When generating leads, telemarketing can be effective for building brand awareness. Whether you speak with a potential customer one-to-one or just leave a voice mail, by reaching out to prospective customers ensures that your brand is being heard by a new target audience. This makes it easier for a potential customer to recognise your brand name through campaigns from other channels such as social media.
• Measurable results: Telemarketing campaign results can be analysed and measured in order to give a business a detailed insight into how successful a campaign has been. This is highly advantageous especially as it allows you to gather which telemarketing methods are most effective with customers e.g. using a call script vs using a more conversational technique.

Call Pageboy work alongside both small and large companies in order to help them grow their sales through telemarketing and call management services. Our mission is to fully understand your company and its customers in order to provide them with high quality customer service and support. We help you reach existing and potential customers through telemarketing tools such as telesales, email and SMS channels.

This article was originally posted on www.ameyo.com on March 9th, 2017.

Customer service is the backbone of every organisation. It helps businesses to improve their brand and consumer relations. It does not matter how much interaction an organisation has with its customer base, customer experience determines the level of success it has. Since revenue is often tied to quality and customer service, it is in the best interest of businesses to incorporate quality monitoring solutions to improve customer experience.

In today’s world, consumers know they have a voice and they know how to use it. In addition to using it to vocalise their concerns, they know how to use their voice to influence others, thus, affecting the customer base and profits of organisations. Businesses looking to harness that power know that it all starts with keeping customers satisfied by exceeding their expectations so they have a great experience. In order to do that, businesses must be prepared for every possible outcome.

Call Centers and Their Roles in the Customer Service Experience

Call centers, their agents and customer service workers are vital resources for businesses. Their main purpose is to intercept customer correspondence and interactions to handle all concerns. To some businesses, this means making sure that each call… Read more.

Due to the customer centric nature of the healthcare and pharmaceuticals industry, it is vital to provide an excellent customer service experience on an everyday basis. The last thing that you want is for a customer to feel that they aren’t being supported especially when it concerns their health. There are many reasons as to why this may occur such as call volume demands or lack of staff. However, using an outsourced call centre can ensure that your company continues to provide unconditional support at all times.

Many healthcare and pharmaceutical companies have begun availing of call centre services in recent years. A call centre can offer numerous service benefits to healthcare providers in order to build upon existing customer experience and service provision:

• Efficient provision of care – Using a call centre means that call agents can focus on providing your patients with the customer support that they need while you focus on providing them with the medical care that they need. Availing of help desk and after hours support means that a patient can have their queries and concerns answered without distracting in-house administration or healthcare staff from their important roles and leaves them assured that they have continuous access to care and support.
• Access to the latest technology – Call centres operate using the latest call centre and data management technology ensuring that your patients receive the highest level of customer service and support. Our technology allows us to provide healthcare and pharmaceutical companies with multi-channel support including telephone answering, email, social media, SMS text and more. This means that your patients will be supported on all channels at all times.
• Expert diary and database management – Those companies who operate in the healthcare and pharmaceutical industry can rest assure that their daily practice management and patient database are continually kept up to date when using a diary and database management service. Call agents can schedule/confirm appointments for healthcare providers and follow up with reminder service regarding patient appointments or prescription renewals.
• Reduced in-house administration costs – Outsourcing support services to a call centre can prove beneficial for reducing in-house administration costs in terms of hiring and training new employees and gives companies the opportunity to invest these costs towards patient care services.
• Improved patient support – Due to the extensive client specific training provided to call agents, they are able to provide patients with quick, knowledgeable responses and follow escalation procedures where necessary. Providing high quality patient support is a high priority for those in the healthcare and pharmaceutical industry. By availing of call centre services, this ensures that your patients are supported 24 hours a day, 7 days a week.

Call Pageboy Contact Centre has over 40 years’ experience of providing customer support services to the healthcare and pharmaceutical industry. We ensure that all call agents are expertly trained in providing your patients with a positive customer experience while handling their sensitive information in accordance with data protection laws. Our after hours and help desk services provide administrative relief to your in-house staff and ensure that no patient queries have been missed. For more information on the range of services that we offer to the healthcare and pharmaceutical industry, contact us here.

This article was originally posted on insights.datamark.net on March 8th, 2017.

The contact center industry continues a remarkable transformation as consumers set the customer service bar ever higher. Connected to the world 24/7/365 through mobile devices, consumers demand from businesses quick resolution of issues – both simple and complex – across all communication channels.

This year, companies operating in-house contact centers and providers of outsourced contact center services will continue to tap the cloud to support forward-thinking technologies and strategies aimed at meeting the needs of today’s mobile consumer. Thanks to the cloud’s seemingly unlimited computing power, artificial intelligence – in the form of customer service bots – will become more pervasive.

Contact center leaders will be challenged to allocate limited resources in an environment where consumers expect customer service “without limits.” With this in mind, let’s look at five trends that will shape contact center operations… Read more.

A great customer experience begins with a warm greeting from highly trained and knowledgeable call centre agents. In recent years, the expectation of customer service provision has increased greatly. With numerous ways to get in touch with a company and continuous developments in communication technology, customer satisfaction has become harder to achieve.

A call agent can have a huge influence on how a customer views a company. If your customer has an enjoyable interaction with a call agent, they are more likely to return in the future. If they receive a bad experience then you run the risk of losing a customer.

Making sure that call agents have the knowledge and skills needed to provide customers with the level of service they deserve can have a big impact on the overall reputation of a company. It’s important during the training process to make sure that call agents:

• Have a great attitude – When you think about customer service agents, you imagine someone who has a friendly demeanour and a smile on their face, day in and day out. Ensuring call centre agents display an positive attitude and outlook when interacting with customers is essential to making sure that customers will receive a positive customer service experience when communicating with your company.
• Have the appropriate product and service knowledge – There is nothing more frustrating for a customer than having their call answered by a call agent who is unable to answer their question. By providing high quality client specific training, call centre agents become experts in your business and can provide your customers with the correct support and help that they need.
• Know how to display effective communication skills – Top notch communication skills is vital for working in a call centre environment. Training ensures that call agents know the correct way to handle an array of customer service scenarios. Each company will receive communication from customers who are disgruntled as well as satisfied with services and products. Call centre agents are trained to understand the customer’s needs, listen patiently, respond in a clear and warm tone and provide an effective solution to your customer’s problem while ensuring customer satisfaction during each interaction with the company.
• Understand the correct escalation procedure – Agent training outlines the correct escalation procedures that should be taken by call centre agents. If the situation arises that a call agent is unable to resolve a customer’s query, they will be able to transfer the customer to the correct department without hesitation to ensure that the customer receives the appropriate support that they need.
• Show a willingness to constantly improve – Customer service provision is constantly changing and developing. A call centre agent needs to be flexible to change and know how to adapt new customer service practices to meet customer needs. A high quality training program provides call agents with the skills to work towards targets and KPIs to ensure that business goals are met. By undertaking ongoing training and feedback, a call agent can ensure that their performance levels and standards are kept high.

Call Pageboy firmly believes that each call centre agent plays an integral part in delivering high quality call centre services. To ensure that our client’s customer is kept at the heart of everything we do, we focus heavily on encouraging and motivating our call centre agents to excel at their roles. Call Pageboy provides an initial induction programme and continuous training and feedback to our team through weekly meetings and quarterly training programs. If you are interested in finding out more about our training program or would like to organise a site visit to meet our agents, contact us here.

This article was originally posted on talkdesk.com by Shauna Geraghty.

There is no denying that today’s customer has come to expect instant access to relevant information and personalised sales interactions 24 hours a day, 7 days a week. If a prospect comes knocking at your virtual door at 2 am and there is no answer, they may go straight to your competition, rather than wait until your sales staff returns at 9 am.

So how do you cope with an ever-connected marketplace when your physical doors are only open for one third of each day? Do you open your doors 24/7? Do you outsource some departments or automate some of your workflow? Do you rework your website to provide comprehensive information and self-service options? Or do you just give up?

With the exception of giving up, which is clearly not an option, any one of these may be opportunities for you to interact with your after hours customers. You just need to know how.

Understanding The After Hours Customer

In some ways, the after hours customer is no different than the “during business hours” customer, which is actually your problem. The Internet changed the expectations of the online customer… Read more.

This article was originally posted on www.talkdesk.com on February 3rd, 2017 by Adam Bonefeste.

When you think about contact center jobs, you probably imagine people wearing headsets and answering calls in front of computer screens staring at call center software all over the world. These employees are the part of a company that is responsible for solving any problems that come up. When you think of people with contact center jobs, you probably don’t look in the mirror. Unless of course, you purchased a mirror that is giving you problems and you need to contact the company that produced it.

There’s a common misconception that these agents with headsets have the important contact center jobs. After all, they’re the ones digging into details, distributing information and ultimately “solving problems” related to customer support. But if you take a step back, you’ll realise that there’s someone else who is more important to the process: the customer.

The goal of customer centers jobs is not to produce the most helpful agents, it’s to produce the most satisfied customers…. Read more.

Long gone are the days when customer support was solely conducted over the phone or via fax. The nature of the customer support service industry has changed dramatically and omni-channel support is the reason why.

Customer support services have been required to adopt to the changing face of communication in order to ensure that customer satisfaction levels and brand loyalty are maintained.

Omni-channel support provides a seamless customer support experience across an endless list of channels such as email or live chat while also giving a high quality of service. Beginning a conversation on one channel and transitioning that same conversation to another has become the norm. Failing to provide a consistent level of customer service across your communication channels can put your business at risk of losing valuable customers.

There are many advantages to adopting an omni-channel approach to customer support for your customers:

• Customer support on the go: With the majority of individuals using mobile devices as their preferred method of communication, providing a mobile friendly customer support service via your touch points ensures that your customers will enjoy a seamless brand experience from the palm of their hand.
• Reduces customer frustration: Social media and live chat have become the go to places for getting in touch with a company. By making sure that your customers receive quality customer support and quick response times on these channels that can reduce customer churn and drive customer loyalty. Due to their easy to access natures, customer frustration is alleviated.
• Consistent customer knowledge: Omni-channel support technology gives businesses the ability to gain access to a full history of a customer’s interactions with the company and also provides insight into a customer’s communication preference. Having access to this knowledge ensures that your customers are provided with support on the correct channels leading to maintained levels of customer satisfaction.
• Personalised customer communication: It is no surprise that communication methods such as SMS or instant messaging have become more widely preferred. However, there are certain instances where over the phone support may be more beneficial. Giving your customers the ability to choose the means by which they contact you ensures a consistent level of customer support at all times.

Call Pageboy ensures that your business provides a seamless omni-channel support service to your customers by delivering and managing consistent customer service experiences across a number of communication channels such as web chat, SMS text and email. If you are interested in finding out more about the range of call centre services we provide, get in touch with us today.

This article was originally posted on www.avoxi.com by Pablo Torres on January 26th, 2017.

According to Gartner, live chat will grow 400% from 2015 to 2018 as a preferred digital channel for customer engagement. A number of surveys cite customer satisfaction as a key driver to incorporate chat. Additionally, several benefits clearly show that live chat is no longer a minor add-on feature to business websites, but it is now essential to providing quality customer support.

According to Derek Eccleston, Global Commercial Officer at eDigitalResearch [acquired by Maru/edr], eDigitalResearch’s latest Customer Service Benchmark indicates a correlation between ease of contact and customer satisfaction. And that websites with easy to find live chat signals to users the availability of customer service teams as well as the willingness to talk directly to customers about their issues. Statistics from the benchmark report indicate… Read more.

The idea of standard business hours has become a thing of the past especially for customer oriented companies. Having an after hours call service can be an invaluable advantage for your business especially for those companies who may not have the internal resources available to provide their customers with round the clock support.

It has become the norm for customers to expect your business to provide support services at all times. An after hours answering service can offer your business the ability to provide a high level of customer service across numerous channels such as email, SMS, social media and more.

Below are some of the advantages businesses experience by using an outsourced after hours call service:

• High level of customer satisfaction – Being able to support your customers with any query they may have and provide them with a solution at any time of the day goes a long way when it comes to ensuring a high level of customer service and satisfaction. This is especially true for those customers who may not have the opportunity to contact you during business hours due to working themselves or for those who prefer to research at night. After hours support services ensures that they are accommodated at all times.
• Boosts reputation – 24 hour call support can have a positive impact on your overall business reputation. By ensuring customers receive a high quality customer service experience whenever they may get in touch increases the possibility of referrals through work of mouth and recommendation.
• Seamless communication – Call agents are trained to provide open and clear communication to your customers across a range of multiple support channels. Be it email, SMS or social media your customers will able to get touch with a customer support call agent and have their problems solved when they are on the go or while sitting comfortably at home.
• Greater peace of mind – After hours call service ensures that your customer service will continue operating even when your in-house staff has gone home. With this guarantee, you can relax in the knowledge that your customers will continue to be provided with the support that they deserve.

Call Pageboy Contact Centre is an ISO 9001:2008 accredited call centre based in Dublin. Our call agents are trained in providing around the clock support and believe in the importance of providing a level of familiarity when representing your business and brand. For those interested in availing of our after hours service, we invite you to meet the agents who will be working for you and see the service in a live working environment. If you are interested in joining us for a site visit, contact us here.

This article was originally posted on www.callcare247.com by Gemma Harding on 26th January, 2017.

The world of customer service has changed drastically over the past few years, but the evolution isn’t over yet!

The way that customers interact with businesses is far different than it used to be, largely due to rising competition. If people aren’t happy with the way that you speak to them or handle their queries, then they have absolutely no qualms about taking their money elsewhere.

So it’s important that you stay ahead of your competitors wherever possible! To help you out, the experts here at telephone answering services provider CALLCARE bring you their top four predictions for what the future of customer service holds. Now you’re in the know, you can adapt your strategy and continue to impress long into 2017 and beyond

1) The working day is changing and will continue to do so

There are only so many hours in the day and while the majority of us spend at least eight hours a day in the office, there are other tasks that need to be taken care of. And that usually involves calling a company or its customer service department… Read more.

The first point of contact team acts as the first impression of your business and the start of a positive customer experience that will boost a customer’s confidence in your service and product offerings. The service ensures that all issues and concerns will be resolved in a quick and respectful manner while also ensuring customer loyalty and retention.

In an increasingly demanding technological world, customers have access to multiple touch points for contacting your business’ customer support at any time of the day. It has become the norm for customers to desire that their queries are solved on the first point of contact with a business and failure to do this can often be harmful to customer satisfaction.

There are many reasons why a business should avail of a first point of contact service especially when it comes to ensuring the satisfaction of your customers:

• Knowledgeable support – When a customer reaches out to your business, they want a hassle free and fast solution to their problem. The first point of contact team ensure that your customers are being met by a customer support representative that is knowledgeable of your business and respectful of your customers’ needs.  All call agents are expertly trained to ensure your customers are provided with quick, seamless expert advice.
• Reduced costs – Outsourcing customer support services can have multiple benefits for business owners especially in terms of reducing overall business costs. Using a first point of contact service team means that there is no need for hiring in-house.
• Information access – First point of call agents have access to your business’ CRM and diary management systems allowing them to easily access and update customer information. This is beneficial as it allows call agents to provide customers with a personalised customer service based on their past interactions with your business.
• Response time – All call agents are coached in providing the highest level of customer service and first call resolution to ensure that queries are promptly and efficiently answered. A first point of contact team may use a call script provided by your business if you required.
• Improved customer loyalty – Resolving a customer’s issue in the first call is a benefit when improving loyalty among your customers. If your customers feel that they have been acknowledged and valued by your customer support team, they are more likely to return to your business adding to overall customer retention.

Call Pageboy Contact Centre‘s first point of contact service offers seamless support to your customers. Our call agents answer your customers queries over a number of different touch points including phone, email, SMS, and online support. We integrate with your CRM system or diary management software and adhere to all escalation procedures to ensure that your customers concerns are efficiently answered.

This article was originally posted on www.icmi.com by Ben Jost on February 24th, 2017.

A new window pops up on an agent’s screen saying “Extra pillows would be great”. It’s an incoming text message from a customer who is planning to check into one of the hotel branches tomorrow, roughly 300 miles from where the agent, who works for the hotel chain’s contact center, is located. Within a few seconds, the message has been delivered to the particular property, signed off on as “received,” routed to room service who will ensure that there are, in fact, extra pillows upon the guest’s arrival, and a confirmation text has been sent to the guest explaining that it is no problem at all, and offering safe travels.

This type of on-promise/off-premise work-flow, utilising SMS as a communication channel, may seem a bit future-thinking. However, the technology to allow this approach, including the automated workflow, is here today. This example is specific to the hotel industry, but there are lessons that can be applied across more segments, and benefits that can be accumulated within any company in almost any industry. For instance… Read more.

Many companies within the IT and telecommunications industries outsource their customer support services such as help desk support and virtual reception in order to maintain a high level of customer satisfaction in a highly competitive economic environment.

Working alongside a 24 hour help desk support provider can prove to be beneficial for professionals within the IT and telecommunications industries. As both of these industries require in-house staff who are trained to work in a highly technical and fast paced industry, juggling this along with a large demand in customer queries can often lead to stressed and overworked employees.

Outsourced help desk support can offer IT & telecommunication companies numerous benefits when it comes to achieving customer service goals:

• Reduced costs – It can offer companies better financial leverage. Due to its low fixed costs and no requirement to hire in-house, it greatly reduces costs for businesses while also leveraging overall ROI.
• Great Flexibility – Due to the nature of the IT and telecommunications industries, customers can encounter issues at any time of the day. Whether they are experiencing problems with a software program or their internet connection is down, 24 hour help desk support ensures that your customers queries are answered whenever they may call.
• Better management – Help desk support providers not only aid in customer support but also operate the necessary telephony systems, manage CRM and sales systems and advise data management teams. This gives IT and telecommunications companies the time resources and ability to focus on the daily core operations of their business.
• Rapid response – As a service, it provides businesses with the benefit of a guaranteed quick response time. As call volumes rise, call agents can ensure that your customers issues are addressed immediately without delay.
• Industry knowledge – All call agents are continuously trained in IT and telecommunications industry knowledge to ensure that they can offer a high level of customer service combined with the appropriate industry knowledge so that no customer problem or issue goes unanswered.

Call Pageboy Contact Centre provides customer-centric help desk services to the IT and telecommunications industries. Our call centre technology ensures that your business maintains desired customer care service levels while also reducing staff interruptions. Our expert call agents work across all communications channels including telesales, email to social media in order to solve your customers’ issues, 24 hours a day.

This article was originally posted by Dennis Stoutenburgh on www.stratuscontactsolutions.com

If you have an in-house call center, more than likely your inbound customer service inquiries have highs and lows. The peak times can be seasonally generated, due to new product or promotion launches, product recalls or other known issues. If your business has an in-house contact center that normally handles inbound calls, there may not be any issues managing volume during average operations. However, when capacity is at it’s peak, it may be smart to have secured an arrangement with an outsourced customer service provider who can help with overflow calls and social media inquiries.

There are some definite advantages to having an outsourced customer service provider. For one thing, they oversee the recruiting, hiring, training, staffing and managing of their call center agents, as well as the day-to-day operations so you don’t have to. Companies decide to outsource for a variety of reasons…. Read more.

For all business owners, ensuring that your company’s daily operations run smoothly while also delivering a high level of service to your customers is an ongoing priority. This is especially true for start-up and SME companies who are not only establishing their customer base but also their reputation as a loyal and trustworthy business.

As your business grows and call volumes rise, it is not always possible to hire additional in-house staff to handle growing customer demand. Using a virtual receptionist service can prove to be a cost-effective solution for many start-up and SME business owners. Outsourced virtual receptionists perform all the same duties as an in-house receptionist yet only work the hours that you need them to.

There are multiple benefits to hiring a virtual receptionist for your business especially when it comes to establishing customer loyalty:

• Great customer service – The service makes sure your incoming calls are answered by a knowledgeable and respectful person. All call agents are trained in your business so that you can be rest assured that your customers are receiving a seamless customer service experience.
• Service reliability – Virtual receptionists provide un-interrupted service to help manage your staff schedules when your in-house staff are unavailable due to annual or sick leave.
• 24/7 call support – Many virtual receptionist services offer extended after hours support allowing your customers to contact your business when it is most convenient to them regardless of the hour of the day.
• Maintain a professional image – When calls are being answered efficiently and professionally, it gives customers a great impression of your business. A virtual receptionist will answer your customers questions and refer them to the appropriate member of your organisation helping to give your business credibility.
• Better time management – A virtual receptionist can help to increase productivity within your business. They will handle numerous administrative responsibilities giving you, as a business owner, more time to take care of the day-to-day business needs.

Call Pageboy Call Centre’s virtual receptionist service ensures that your customers receive the highest level of service at all times while adding to customer satisfaction, loyalty and overall customer retention for your business. Our call agents use a variety of methods such as call patching, SMS texting and email integration to ensure that your customers have all of their queries answered.

Would you let a babysitter mind your kids without a reference from a friend or relative who could vouch for them? Choosing a call centre service provider for your customers should be treated in the same regard.

Think about it… you have a requirement for a call centre and as a business owner, you rely on them to carry out a high level of service for your customers. The service provider that you choose will be the first point of contact for your hard won customers and you are trusting them to represent your business and brand.

When choosing a trustworthy call centre service provider for your business, make sure to carry out and ask the following:

• Site visit – First things first, arrange a visit to the call centre to see that it’s not just a flashy website and meet with the staff who will be speaking to your customers
• Established – How long have they been in business?
• Service Hours – Do they provide 24/7/365 after hours services?
• Experience – What companies similar to your business do they provide service to?
• Trust – Who can you contact for a service recommendation?
• Quality – How do they train their staff and monitor your service?
• Technology – Does the service provider have the latest technologies that can be of benefit to your business?
• Location – Visit your chosen call centre every quarter for a service review

There will always be a cheaper service out there. Typically these providers are chosen over the phone, and six months later you are back to the drawing board due to a bad service. A bad service experienced by your customers. To avoid this, it is vital that you trust your service provider from the very outset.

Call Pageboy Call Centre strives to provide long term, trustworthy relationships to each of our clients and understands the importance of representing both your brand and business with the highest level of service provision and respect. We invite all of our customers to visit us on location and meet with the call agents who will be managing your service, speaking with your customers and becoming the voice of your brand.

This article was originally posted by Infinit Contact on www.infinitcontact.com.

Technology and customers evolve, and so must a company’s Customer Service process. Whereas once the focus was on automation, the technological advancements we’ve made and the nature of how customers are able to interact with businesses has changed the game to focus instead on customer engagement. Shifting to Collaborative CRM can help businesses stay on top of their customer service inquiries, raise their customer engagement and even retain customer loyalty.

What is Collaborative Customer Service?

Collaborative support is an extension of already implemented CRM, hinged on a new approach to customer service that uses software to bridge various teams and even departments with the goal of delivering a seamless customer experience. Using collaborative support software, customer support representatives are empowered to work together to solve tickets in a faster, more efficient way.

Technology is at the heart of collaboration. Collaborative features like internal chats, ability to create groups, ticket queues, and shared calendars are key to creating a strong support team. Therefore having the right customer support software that allows integration both between teams and various business groups will lead to a stronger and more unified customer support team that is always aware of new developments, inquiries, and issues and… Read more.

Property Management and Facilities Management Companies must be available to their customers 24/7/365. Things can go bump in the night and regardless of either low or high monthly call volumes, or call priority levels – An After- Hours Customer Service Helpdesk is key to retaining the customers you have fought hard to get!

Providing your own in house After Hours Helpdesk requires massive on going investment and staff management. Routing customer calls to a sister office in the UK, can lead to local familiarity being lost with call centre agents, and history has proven that if you are providing a service locally, you need a locally based Outsourcing Provider who’s staff are familiar with local customs, geography and language.

The benefits gained by effectively outsourcing these services to a Dublin Based Call Centre is twofold

• After Hours Services – Your Customer Calls, Emails, SMS Text Alerts are seamlessly routed to CallPageboy at 5pm. Your CRM Integration, Call Priority Filtering, Workman Despatch, First Call Resolution, On Call Rota Management , Lone Worker Service are easily integrate.

• Improved Customer Service – Call centre agents are expertly trained to adapt to a variety of clients’ processes. Due to this, our call centre agents can expertly handle different customer service scenarios that may arise. First call resolution is of upmost priority for our call centres agents in order to ensure a high level of customer service and advice provision.

• Reduced Costs – CallPageboy provides companies with the ability to significantly reduce their operating costs when it comes to call and administrative management. By outsourcing your Property Management and Facilities Management Customer Service Helpdesk, you are reducing the costs associated with internal staff training and infrastructure needs as call centres utilise their own software, servers and telephony. Therefore, it allows your company to turn a fixed cost into a variable one; skilled labour is available to you but only when you need it most.

• Flexibility – In-house staff can often be left at the mercy of periods of low or high call volumes which may often cause them to feel either idle or overwhelmed. Utilising a call centre ensures that call abandonment is not an issue during and between peak hours. Outsourcing overflow call management services can significantly improve service quality during these peak hours. Due to the number of staff resources available to CallPageboy, we have the capacity to quickly manage spikes in call volumes without the long waiting times. This provides companies with the opportunity to effectively manage their internal staff without sacrificing customer satisfaction levels.

• Disaster Recovery – All companies experience unforeseen periods of downtime whether due to an electricity outage or an issue with internal infrastructure. By outsourcing your Property Management and Facilities Management helpdesk, in the event of a disaster your company can be rest assured that your call management and administrative processes aren’t affected and ultimately ensure business continuity.

The CallPageboy Call Centre Property Management and Facilities Management team are expertly trained in processing over 10,000 telephone calls, emails and SMS alerts each month. With service offerings including first call resolution, call filtering and CRM system integration we ensure that no customer query goes unanswered and offer the highest level of customer satisfaction.

We are delighted to announce that we have successfully completed and passed our ISO 9001:2008 yearly audit. The 3^rd party audit was carried out by specialist company Certification Europe and involved all members of our management team.

ISO 9001 is an internationally recognised quality management system (QMS) standard. It is the world’s leading quality management standard and has been implemented by over one million organisations in over 170 countries globally.

The key principles of our Quality Management System include –

• Customer focus and customer satisfaction
• Leadership
• Involvement of people
• Process approach
• System approach to management
• Continual improvement
• Factual approach to decision making
• Mutually beneficial supplier relationship.

CallPageboy Call Centre provides Customer Service and Appointment Booking Services to an award winning Irish company involved in the development and supply of Hospital and Clinic Appointment Software.

2015 has seen remarkable growth for our customer and since Jan 1^st this year we have already reached a milestone of their 50,000^th caller. This key account has huge potential and is forecast to exceed in excess of 100,000 calls this year and in return increase our Agent Healthcare Team by 5 additional agents.

Our ongoing Investment in Technology and its flexibility allows us to quickly scale our services to meet the volume of customer calls and emails.

CallPageboy Call Centre provides service to 12+ Healthcare / Pharmaceutical organisations. As part of this service it is vitally important that our staff have a full understanding of the serious nature of these calls we handle on their behalf.

In April of this year, after successfully demonstrating our experience with Pharmacovigilance type services, we were successful in being chosen as the preferred service provider to a very well- known pharmaceutical company. During our presentation we outlined our processes with

• Data Protection
• Agent Training
• Quality Management System
• Our Resilient IT Infrastructure
• Our flexibility to scale up or down
• Our experience in dealing with medical emergencies

Utilising our In House Training Room and facilities, our client came to us to carry out a “ Train the Trainer” course with our front line team and training staff. From this we were able to roll out this programme across all staff involved in this type of service provision.

“ After visiting CallPageboy Call Centre to see their operation in a live environment it was easy to see that they were a service provider we could trust and be a strategic partner going forward. Their agents and management team truly appreciatedand understand the nature of the calls they would be handling on our behalf, and we were rest assured by being able to speak with some of their current pharmaceutical clients “

Richard Lacey

COO

Further Telephony Investment

At CallPageboy Call Centre we use best in class Call Centre Technology. For our telephony we use CIC by “Interactive Intelligence”, a world renowned product used by many of the larger 1000+ seat call centres in Ireland and on a global scale.

We have recently completed a major upgrade to the latest service release 4.0. This is another major miles stone reached as part of our development and investment strategy for the coming years. This latest release ensures that the technology we use providing service to our customers, is second to none and is reflected in the quality of the service supplied to our customers.

To complement the above project we have also carried out a complete replacement programme of all agent PC’s and Screens.

Work has been completed and we have taken up residency in our new call centre in Tallaght, Dublin 24. As part of our business development strategy, and response to an increase in new business, the next logical step for us was to increase our operational capacity and open an additional larger centre to meet our plans.

Our previous call centre building which we own, has now become our physical standby disaster recovery site to relocate to with minimal downtime.

Key search criteria when choosing the location of our new office, we placed a major emphasis on the location being convenient and accessible for our staff and clients, and also positioned and connected to all the major Telecom service providers. Our new location more than exceeds these requirements.

CallPageboy was launched with a lavish reception held in the Burlington Hotel in 1972. Our guest of honour was the then Minister of Posts & Telegraphs Mr. Gerry Collins.

Would you believe that we still have clients continuously using our service since the 70’s!

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