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Outbound Call Center

How Incentive Plans Can Boost Your Sales Agents’ Morale

Sales Agents Morale

Sales Agents MoraleAs a business owner, it can be quite frustrating if those in your employ don’t share your enthusiasm for the shared goals you’ve set out for your company.

When most employees are feeling uninspired and unmotivated about the work they do, the company’s ROI suffers drastically. You don’t want that.

There’s one good way to remedy this: start investing more in your employees. How to go about it? You can boost their morale, for starters.

And what better way to boost employee morale than to launch  a comprehensive and generous incentive program in the company? It’s a worthy investment that, if implemented properly, guarantees considerable rewards.

To bring home the point, according to a study conducted by Marketing Innovators, companies with high employee morale outperform industry peers by 20-percent.

We here at EB call center know this all too well.

Convinced? Excellent! “But how exactly does an incentive program boost morale?” you might be asking.

Let us count the ways.

Make Your Sales Reps Happy

As the old chestnut goes, “happy employees are productive employees.”

It’s also true and the numbers show it. According to a University of Warwick study, happiness in the workplace result to a 12% spike in productivity.

When you reward your agents for a job well done, they feel that they are appreciated and recognized. They feel a strong sense of value in what they do, thus motivating them to deliver better.

Motivate Your Sales Reps

A hope for a reward is always a powerful motivator for sales agents to perform better in all aspects of the business.

At best, monetary incentives serve as extrinsic motivators because they satisfy direct needs.

But business owners also need to provide employees non-monetary incentives such as verbal and written of good work, etc. in order to satisfy an employee’s self-actualization needs.

When you motivate employees on many levels, they tend to work harder both in the short and the long term.

Give Employees a Sense of Purpose

Cash rewards and attractive benefits are well and good, but deep down, most employees also want to feel like what they’re doing in the workplace is giving them a sense of purpose.

That may sound like sentimental drivel but that doesn’t make it untrue.

By offering employees a wide variety of rewards specifically tailored to motivate behaviors that address the company’s top priorities, they are made to feel that they’re offering something of value.

Reward the Journey, Not the Destination

Sales reps are usually rewarded when they close sales, which is always good, but another terrific way to boost their morale is to also reward them during their journey towards the sale.

By incentivizing key performance indicators, you are encouraging best practices among the entire team, ensuring that the company delivers in areas beyond sales numbers.

Strengthen Professional Relationship Between Sales Reps and Managers

Team-focused incentive plans reinforce camaraderie, a robust feedback loop among colleagues, and team collaboration.

By defining clearly the team’s specific goals and making sure that all members are on the same page, the work environment becomes more pleasant and professional relationships are strengthened.

Final Word

As established, implementing a comprehensive incentive plan can go a long way into boosting the morale of your sales representatives.

It works two ways: first, being offered reasonable yet challenging rewards gives sales reps control over their success. Second, it gives them opportunities for self-actualization, prompting them to do better because of their innate desire to fulfill their potential.

We at EB Call Center take great pride in our competitive incentive programs, which were developed to ensure that our sales reps are rewarded regularly through their efforts.

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6 Reasons Your Top Outbound Sales Agents Call It Quits

Outbound Sales Agents

Outbound Sales AgentsThere is a famous Pareto principle that says that 80% of your productivity is being done by the top 20% of your people.

That’s why it is important to keep your top outbound sales agents as they bring in the bulk of the business to your company. When they leave your company, it is going to cost you in terms of time and resources to hire new employees and train them to become your next top agents.

Hence, you need to know the reasons why they call it quits so you can do something to prevent that from happening.

Here are the top 6 reasons your outbound sales agents leave.

Low pay

Doing outbound calls is challenging enough. Meeting sales quota, now that adds up to a really tough job.

That is why if the pay that they receive is low, they wouldn’t think twice calling it quits.

A good tip is to look at how much your competitors are paying. You may also look at national averages in wages, and then either match the salary or pay more.

But the secret really is to give consistent incentives for a job well done. These can be in kind, such as all-expense-paid trips, or monetary like bonuses and commissions.

Bad management

They will also flee when they’re under bad management.

For one thing, it makes each day at work an unbearable ordeal when they have to deal with unfeeling supervisors, micro-managing taskmasters, and bad leaders.

To make your outbound sales agents to stay longer, help them feel valued by hiring good managers with great people skills and leadership.

Toxic workplace

Another factor that your outbound sales agents look for another opportunity is the workplace environment.

For example, instead of being excited, they dread going to work because they little to no valuable support to make them become successful.

Additionally, they are in an unhealthy competition with their colleagues. There is nothing that breaks the monotony and repetition of outbound calls. Most often, they feel isolated and are left to drown in the job.

Burn-out

One other factor is burn-out. For instance, your call center agents are simply under immense amount of pressure day in and day out to meet unrealistic performance goals.

Also, they might find few chances to reset from work because of a really high occupancy rate. They are asked to take outbound calls one after another in rapid succession without ever letting up.

They might also feel they no longer have work-life balance, losing touch with things and people that mean a lot to them because they have to work really hard and spend long hours in the office.

Work

The job itself can be the reason your outbound sales agents quit. It might either be too high or too low a challenge for them.

Furthermore, they might even realize that their skills are a wrong match to the job. They plainly don’t have the right set of competency to succeed.

Alternatively, they could have simply discovered a new passion and they choose to pursue that instead of staying with your company.

Career opportunity

Lastly, they leave because they found a better career opportunity somewhere else. Your company is not growing and there are no higher positions available for them.

On the other hand, they might not be inspired to get promoted within the organization because they don’t like their supervisor’s job or the perks that come with it. They don’t see themselves performing the tasks that their supervisors are doing.

Save your best people

Stop your best people from resigning. Evaluate your remuneration package, hiring process, leadership and organizational culture, working condition, and career opportunities within your company so you can save your top outbound sales agents from leaving.

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4 Ways to Establishing a Better Relationship with Your Partner Contact Center

contact_center

contact_centerA good number of companies are outsourcing their business processes to contact centers for a variety of reasons.

For one thing, outsourcing allows them to focus on their core businesses while handing off tasks such as customer service, technical support and telemarketing to companies that are specializing on them.

Because contact centers interact with your customers regularly, building a great working relationship with them is vital for your company’s success.

They are your ears and eyes on how well you are doing in serving your customers. Their feedback will be crucial in improving many aspects of your business, allowing you to stay on top of the game.

Here are four ways for you to build a better relationship with your partner contact center.

1. Communicate your needs

Your business is unique in a lot of ways.

From the delivery of your products and services to target customers, you will have particular goals, needs, and preferences that you have to communicate to your contact center all the time.

For example, you might be looking for representatives with experience in outbound sales or a technical support expert with a background in web development.

Hiring talents is just one area where you will need to be clear about your needs.

You might also want certain processes in dealing with return order, customer complaints, or underperforming representatives.

By being transparent about what you want, your contact centers can fluidly execute action plans that will better fit your business.

2. Hire an account manager

An account manager is a liaison officer between you and the contact center.

You might need one especially when your business is rapidly growing, you are serving a large customer base, or you are contracting several contact centers in many different locations.

An account manager will be responsible in maintaining channels of communication, meeting managers and representatives on site, and following through mutually agreed business terms.   

3. Keep a listening ear

Another way in keeping a great relationship with your contact center is to listen to them.

They offer valuable insights about your customers especially that they interact with them every day. They can help you find ways to further enhance customer experience and identity areas of improvements.

Additionally, you can also benefit from their feedback on how you can improve your business processes and tools.

Most of all, they feel valued as an integral part of your company when you listen to them and respond positively on their constructive feedback.

4. Give incentives

When they do a great job, reward them. It will be advantageous to your bottom line if you do.

Rewarding excellent work will encourage them to always meet or even exceed your expectations.

You can give incentives to teams, representatives, or managers who are doing well in sales, customer satisfaction, and other business processes.

In turn, your customers are going to be taken care of by motivated people. They will stay as a fan of your business which can translate to increase in repeat sales and boost your company’s overall reputation.

Your next steps

Treat your contact centers as you would a business partner.

They are your frontline brand ambassadors representing your company every time they communicate with your customers.

By bringing your relationship with them to the next level, you can rest assured that your customers are treated with world-class service experience.

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5 Signs that Your Organizational Culture is Headed for the Gutters

organization_structure

organization_structureCulture is a tricky thing.

When it’s working fine, no one notices it. But when it starts to deteriorate, everyone scrambles to find out why.

That’s the reason successful companies do everything they can to build and keep a healthy organizational culture.

They know that it sets a productive atmosphere in the workplace, which helps motivate employees to bring the business to the next level.

So they actively find ways to keep engaging their people, rewarding positive attitudes, and nurturing the right core values.

But while it takes time and energy to maintain a great culture, it can be easily undermined by complacency and hiring the wrong people.

As a business-owner, how will you know that the culture in your organization is headed for the gutters? Here are 5 red flags that can tell you things are going downhill.

1. No one knows the vision-mission statements

If no one knows the vision-mission statements, the organization is in trouble. It means that nobody cares.

Vision-mission statements are not just shiny words next to the company logo on the wall.

They represent the very identity of the business.

They spell out the purpose of why you’re doing what you’re doing and articulate the methods on how to reach your goals.

And when they are not discussed openly, when no one talks about them and how they can be put into action, they become a string of words that are empty of meaning.

2. Gossips, not feedback

Feedback is the breakfast of champions. It helps spur innovation and effective decision-making.

But when people would rather join chitchats than communicate, the organization is failing in creating a sense of trust and safety for feedback to flourish.

In turn, ideas that could have pushed the company forward do not reach the decision-makers and instead are allowed to morph into resentments.

3. Lack of excitement

An organization with a great culture is humming with activities. People are standing up, talking, collaborating, and making meaningful connections.  

A declining one is marked with a lack of team spirit and a lack of enthusiasm. Employees are stiff, isolated, and focused on unhealthy competition.

4. You are surrounded with “yes-people”

Having employees who are great to work with is good. They make your life in the office less stressful.

However, it’s not to your advantage if you are surrounded by yes-people.

Yes-people bend over backwards to make you feel good about the way you’re running the business even when things are going to the wrong direction.

They’re the type who people who aren’t really interested in doing hardwork and making an impact to get promoted, they’re more into giving the business owners (or their superiors) some lip service to gain their approval and be promoted.

These are the kind of people who are only think of themselves, and aren’t interested in helping their colleague or the company grow.

5. No accountability

Another telltale sign of a culture that’s going bad is the lack of accountability.

When wrongdoings go unpunished and good deeds are not rewarded,  people will develop the wrong set of skills and attitudes.

They will try to game the system, do everything they need to avoid getting caught, and shift blame to other people.

What’s next?

When you see any or all of the above signs, act quickly. Not doing anything will only make the situation worse.

You can begin by reviewing your vision-mission statement, improving the way feedback is handled, opening channels of communication, and creating clear reward-and-recognition program.

After all, keeping a finger on the pulse of your organizational culture is essential to your success.

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Preventing PHI Data Breaches in Contact Centers

PHI data breaches

PHI data breaches

PHI data breaches can cause a lot of problems for both the medical organizations and for the patients to which the protected health information (PHI) belongs to.

PHI holders whose information have been breached can experience severe social damage to his or her career, reputation, family, and even lifestyle.

The impact of PHI data breaches are so severe that it can even lead PHI holders to sue the organization and demand compensation for the damages that occurred.

Because of these repercussions, it is highly important for medical establishments to only work with contact centers that are HIPAA compliant and that practice a high sense of PHI data security.

This blog post will cover two important tips on methods that HIPAA-compliant contact centers can use to prevent data breaches.

Our goal at the end of this post is that you’d be able to identify contact centers that use methods and strategies that are aligned with preventing data breaches.

Employing Risk Assessments

Risk assessments involve utilizing a third-party security expert to conduct a thorough check up on the kind of safety and security level that is used in a contact center’s operating procedures.

These experts then give feedback to the agency on how they could improve their safety standards to prevent becoming a victim of possible data breaches.

Consider some of the following scenarios:

  • Agents leaving their desktop computers open and accessible while taking a break, allowing unauthorized individuals to view and even access the PHI.
  • PHI storage devices not utilizing any encryption software, thereby leaving the data easily accessible in the event of the device either being stolen or lost.
  • Agents discussing confidential PHI details among their peers, colleagues, and other individuals who are not authorized to know these details.

Because lapses such as these can sometimes be overlooked, investing in risk assessments would help pinpoint vulnerable areas in a contact center’s information handling and storage.

These lapses and vulnerabilities can then be corrected by the agency via proper employee training or by using the right cyber-security and encryption tools.

Utilizing Uniform Training

Another way of reducing the likelihood of a data breach is to ensure that all employees go through and pass a uniform training program that focuses on HIPAA compliance.

These employees should be fluent with the HIPAA compliance guidelines and should be kept up-to-date with any changes and updates to the Act’s regulations.

The agency’s management should also regularly remind and emphasize to agents the important operating procedures and policies that they need to maintain as they go about their daily tasks.

Some of these procedures could include the following:

  • Agents ensuring that their screens have to be protected from the view of other unauthorized individuals at all times.
  • Agents storing files in secured locations and utilizing secure emails and phone lines when disseminating sensitive PHI.
  • Agents encrypting files before sending them and utilizing password-locks when taking breaks to ensure that unauthorized individuals could not access their devices.

Emphasizing these guidelines and setting consequences for compliance-failure would lessen the chances of data breaches happening because of any lapses on the agent’s part.

What’s Next?

If you’re looking for a HIPAA-compliant contact center to outsource your patient’s PHI handling, storage, and management needs, allow us to help.

Executive Boutique is a fully-compliant HIPAA call center that is well-versed with patient privacy and never overlooks data security.

For more information, click the contact button on the upper-right part of this page to contact us today.

Also, got any questions, concerns, and feedback?

Comment below. We’ll get back to you as soon as we can.

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Your Ultimate Guide to HIPAA – Part One

HIPAA

HIPAA

Let me guess: You want your patients’ medical records handled with utmost care and security, don’t you? That is why you’re looking for a HIPAA compliant call center to partner with, so you can be confident that the way your customers’ medical records are handled is in accordance with the HIPAA guidelines. Of course, we can help you with just that since we are a HIPAA compliant call center.

However, in addition to supporting you through our services, we’d also like to bolster your current understanding of the act by educating you with the ins and outs of HIPAA.

We’re going to run a full-blown series talking about the guidelines and workings of HIPAA. At the end of the series, we hope that you’ll have a better understanding of how HIPAA works, so that you can stay compliant and avoid the hefty fees that comes with violating their rules.

Let’s hop right in.

HIPAA in a nutshell

If you didn’t already know, HIPAA is an acronym that stands for the Health Insurance Portability and Accountability Act of 1996.

It is an act that was enacted by the U.S. Congress on August 21, 1996, and was also signed by President Bill Clinton in the same year. It’s also known as the 191st Public Law of the 104th U.S. Congress.

Other names that it goes by is the Kassebaum–Kennedy Act or the Kennedy–Kassebaum Act, which is named after two of its main leading sponsors.

It’s official long title is: “An act to amend the Internal Revenue Code of 1986 to improve portability and continuity of health insurance coverage in the group and individual markets, to combat waste, fraud, and abuse in health insurance and health care delivery, to promote the use of medical savings accounts, to improve access to long-term care services and coverage, to simplify the administration of health insurance, and for other purposes.

The long title above mentions multiple actions that HIPAA covers. Parallel to the aforementioned enumerated processes that the act aims to accomplish, HIPAA is seen to be divided into a total of five different “titles” or parts in its table of contents, namely:

  • Title I: Health care access, portability, and renewability
  • Title II: Preventing health care fraud and abuse; administrative simplification; medical liability reform
  • Title III: Tax-related health provisions
  • Title IV: Application and enforcement of group health plan requirements, and
  • Title V: Revenue offsets

Let’s start this series by tackling the contents of each of these titles bit-by-bit. We are going to dive into each of these titles, and take a closer look at what each title is all about.

Up first is the healthcare title.

On health care access, portability, and renewability

The first title of HIPAA contains how the breadth and availability of some individual health insurance policies and group health plans are now regulated.

It amended acts such as the Public Health Service Act, the Employee Retirement Income Security Act, and the Internal Revenue Code.

Group health plan coverage and limitation

The first title requires that group health plans would cover individuals that have preexisting conditions. This title also limits the restrictions that a group health plan could place on the benefits for preexisting conditions.

The way it works is that group health plans could choose to refuse to provide benefits that are related to preexisting conditions for a term of 12 months after being enrolled in the plan or a period of 18 months in cases of late enrollment.

Title I also allows individuals to have the exclusion period of their group health-plan reduced depending on the amount of time of “creditable coverage” that they had right before enrolling in the plan. It also allows individuals this exclusion period reduction after “significant breaks” in coverage.

For a quick definition of these terms:

  • “Creditable coverage” has a broad definition, but includes almost all individual and group health plans, Medicaid, and Medicare.
  • “Significant breaks” in coverage is operationally defined as any 63-day time without any creditable coverage.

Title I comes with an exception though that allows employers to tie premiums and copayments to body mass index and tobacco use.

Another thing that the title requires is that policies ought to be issued without exception to individuals that are leaving group health plans with a creditable coverage that exceeds over 18 months.

This title also requires insurers to renew individuals regardless of health condition and without exclusion so long as these policies are being offered, or to provide alternatives instead to the plans that are discontinued so long as the insurer would stay in the market.

Exemptions on Title I requirements

Some health care plans are exempted from the Title I requirements as mentioned above.

Some of those that are exempted include long-term health plans and other plans that are limited in terms of scope, such as vision and dental plans that are often offered separately from general health plans.

However, if the general health plan includes the benefits mentioned above, then the HIPAA still applies to those kinds of benefits.

For example, if dental benefits are included in the new plan offer, then it has to count the creditable continuous coverage that is under the old health plan in determining any of the plan’s exclusion periods for dental benefits.

Alternate methods of calculating creditable coverage

Available as well to the health plans that are under Title I is an alternative method of calculating creditable continuous coverage.

There are categories of health coverage that can be considered separately, and these benefits, if offered separately, are not subjected to HIPAA requirements, such as:

  • Limited scope vision and dental benefits;
  • Nursing home care benefits;
  • Long-term care benefits;
  • Community-based care benefits;
  • Home health care benefits;
  • Any combination of the previous four benefits mentioned above, and;
  • Other similar limited benefits that are specified in regulations.

Anything that is not under the categories mentioned above has to use the general calculation.

A practical example for this would be to have the beneficiary counted with 18 months of the general coverage but only for six months of dental coverage because of how the beneficiary did not get a general health plan that was able to cover the dental plan up until six months before the application date.

Other features and concerns of Title I

There’s this odd case that exists in which applicants who enter into general group health plans cannot obtain certificates of continuous creditable coverage for independent limited-scope plans, so that they could use these certificates to apply towards the exclusion periods of the plan because of how the limited-coverage plans are exempted from HIPAA requirements.

Also, Title I does not allow the validity of hidden exclusion periods.

Clauses, such as “To be covered, the accident must have occurred while the stated beneficiary was covered under the same health-based insurance contract,” ought not to be acted upon and imposed by the health plan, and has to be re-written as to comply with HIPAA standards.

There is even more guidelines and details mentioned in Title I: Health Care Access, Portability, and Renewability of the Health Insurance Portability and Accountability Act of 1996.

However, despite all that we’ve tackled so far, we are still just scratching the surface as compared to all the contents that the first title of the act has to offer.

If you would like to read more on the contents of Title One, or if you would like to read more about the whole HIPAA itself, you could find the link to its official publication on the Government Publication Office website down in the Resource section below.

More about HIPAA soon

We are going to end the Part One of our series here. I hope that you’ve found value in what you’ve read so far.

For a teaser on the upcoming article, we are going to be continuing our extensive yet easy-to-read discussion on what HIPAA is all about and on why call centers have to be HIPAA compliant.

In the next article, we will be continuing with the next title in the list of titles under HIPAA, Title II: Preventing Health Care Fraud and Abuse; Administrative Simplification; Medical Liability Reform.

We will be explaining what this second title of the act is all about, and we would also be going over significant topics under the title that are highly relevant towards getting closer to explaining why you need a HIPAA compliant call center.

A brief look into some of the topics under Title II that could be read in the upcoming article would include contents of the enforcement rule, the unique identifiers rule, the security rule, the transactions and code sets rule, and the privacy rule.

These are just some of the insights that you would be getting regarding the HIPAA in the next article.

So, stay tuned for Part Two of our Ultimate Guide to HIPAA.

(Note: If you’re looking for a HIPAA compliant call center to help you with administering your customer’s sensitive medical records. Contact us now.)

Resource

https://www.gpo.gov/fdsys/pkg/PLAW-104publ191/pdf/PLAW-104publ191.pdf

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Nine Phone Sales Tips to Ensure More Deals

Phone Sales Tips

Phone Sales Tips

Even for experienced salespeople, selling a product over the phone can be quite intimidating. However, with the right techniques and strategies in place, not only will the sales person be able to sell more, but he can also reduce the anxiety that he feels when dialing.

Allow me to share with you nine phone sales tips that you can use to get better results out of your sales calls.

1. Set a daily goals.

It is important to identify your sales goal every day. The number of calls you make is one of the things you need to consider when making your daily sales goal.

Meeting a daily goal will help you stay motivated and confident.

2. Plan each phone call carefully.

Before you make a phone call, you have to set your objective first. Ask yourself questions like “Is the call I’m making focused on setting up an appointment?” or “Do I want to make a deal over the phone?” These questions are crucial when you’re developing a script.

3. Choose the right time to call.

Typically, early mornings and late afternoons are the best times in a day to make sales calls. Based on a study conducted by the Northwestern University, the ideal day to call in a week is a Thursday.

Planning the right time to call is one of the key factors that makes a successful sales call.

4. Be confident.

When making a sales call, confidence is essential. If you aren’t confident about the product that you are selling, your clients will notice if you sound nervous.

In the end, they will not be confident about your product. Be sure to use a professional tone over the phone.

5. Don’t be discouraged.

If someone is rude or rejects your call don’t get discouraged. The client doesn’t mean a personal attack. Sometimes people refuse sales calls. Despite the ill treatment, remain polite and respectful, hang up, and proceed to make the next call.

6. Remove/limit your background noise.

Make sure to make your sales calls in a quiet area where you can clearly hear your client, and in turn, he or she can also hear you clearly. No one is going to be interested in talking to you if there is a lot of background noise.

7. Pay attention

If you fail to pay attention to the person you’re talking to, they will do the same to you. Assure your clients that you are listening to them by saying words like “I understand” and “Noted.” These phrases will make your customers feel valuable which is what you’d want them to feel.

8. Do not badmouth your competitors.

Avoid speaking of competitors, if possible. When you say negative comments about someone else, your client will most likely imply that you possess the same traits, especially if your product is similar. Mention the unique qualities of your product instead of bad mouthing your competitors.

9. Follow-up

Not every client you call will answer the first time. Keep trying for several weeks until you reach someone. If your intended client isn’t available to take the call, leave a message. Include your contact details so the client can easily reach you once they are available.

What’s next?

Although telephone sales can be quite challenging, it can help you drum up more customers for your business. That being said, possessing solid sales skills will give you a distinctive edge over your competitors if they do not take the time to implement sales call campaigns.

If you have comments, ideas, or questions that you’d like to ask, please do so in the comments section below. Cheers!

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How Callbacks Can Impact Your Business

callbacks

callbacks

The customer service process is continuously evolving, with the goal of ensuring quality in customer service delivery. For instance, the call centers have been equipped and developed to have the capability of handling more calls in order to reduce the callers’ waiting time on queue.

However, further improvements must still be considered to decrease the number of clients who end up waiting and abandoning their calls. If these issues are left unresolved, the callers will end up hanging up with their concerns and queries un-addressed. Hence, the need for a more efficient callback system must be created.

Understanding callbacks

Most organizations consider outbound calling as an effective way to address their callers’ lengthy waiting time. The thing is, simply increasing their number of agents might only prove to be a more costly option, while doing so doesn’t necessarily ensure thorough resolution during high peak season.

When using callbacks, the companies do not need to hire more agents. When the queue allows, they can have their inbound agents do outbound calls (the callbacks), to make sure all of their callers’ concerns are addressed.

The benefits of callbacks

Based on the study conducted by CorvisaCloud and uSamp, implementing callbacks can result to increased customer satisfaction and employee productivity, due to significant decrease in dropped calls and hostile customers.

Moreover, the callback system can also result to increased company sales, since addressing a potential customer’s query can decrease the possibility of them choosing a competitor’s product or service, over yours.

How to implement a callback system effectively.

To implement an effective callback system, there are important points that you first need to consider.

One of the most vital question is the service level, “how long will a customer wait before they receive their callback?”. Most call centers offers 30 to 60 minutes depending on the number of agents they have at the time, and the demand.

You should note, however, that there are 7 key factors that influence a customer’s expectation of a callback.

1) Who is footing the bill

Callers are usually more tolerant when they are not the ones being billed for the call.

2) Motivation level

How important is the call to the caller?

3) Is the competitor’s service better?

Usually, if your competitor is known to be a “fast responder,” the caller may consider availing their products / services over yours, which can cause you long term profit loss. Remember that it’s easier to keep existing customers, than to win new ones.

4) Availability of alternatives

Having a website that your callers can refer to, or a comprehensive FAQ page that they can use to look for the answers to their questions, can also help reduce your call volume.

5) The caller’s expectations

Building a reputation of having a fast and efficient customer support can result to your callers becoming more tolerant.

6) Human behavior

The mood of the caller may also be determined by other external factors that have nothing to do with your company, for instance, problems at their office.

7) Time

Some callers have more time to spare than others. For example, retirees may have the time to wait for a callback, while working people and businessmen don’t.

The points that I shared will help you improve your customer service process through effective callbacks.

If you’re looking for a contact center that can help you with doing outbound calls, then please be sure to contact us using our contact us page.

Photo Courtesy – ©miya227 / Dollar Photo Club

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Cover Letters That Will Get You a Call Center Job

Call center job
Call center job
© BlueSkyImages / Dollar Photo Club

Whether you are looking to break into the customer service field or move from one call center to another, you need a well-written cover letter. If you don’t create a customized cover letter for each potential employer, you have very little chance of securing an interview. Follow these tips to create a cover letter that gets results.

Organize Your Letter Carefully

Your cover letter should have an introduction, several paragraphs detailing your skills and experience, and a strong closing paragraph. Organize all of the information in your cover letter in a logical order. You can start with your most recent achievements and work your way backward, or you can start with past achievements and close with information about your recent job.

Personalize Each Greeting

If you don’t know the name of the hiring manager at a particular company, don’t start your letter with “To Whom it May Concern.” Instead, take time to research the company and find the name of the person to whom you should address your letter. This demonstrates initiative and makes it more likely a call center supervisor will want to interview you.

Focus on Specific Achievements

The point of writing a cover letter is to make the hiring manager want to learn more about you. A generic cover letter is not likely to generate much interest, so use as much space as possible to describe your achievements in the call center industry. If you reduced your average handling time by 40 percent, make sure you mention this achievement in your cover letter.

Avoid Summarizing Your Resume

When you apply for a call center job, you need to distinguish yourself from the hundreds of other applicants applying for the same position. Instead of rehashing the content of your resume, your cover letter should contain extra information to help the hiring manager learn more about you. Talk about your achievements or about any special training you have had in the industry.

Share Performance Metrics

Sharing performance metrics with potential employers is a great way to make them aware of your value as an employee. The first paragraph of your cover letter should tell the hiring manager how many calls you typically handle, your average call handling time, and metrics related to call abandonment.

Use the STAR Method

Use the STAR method to make your cover letter more interesting to employers. STAR stands for situation, task, action, and result. If you want to explain how you handled a problem, describe the situation, outline the task you had to complete, summarize the actions you took, and provide details about the result. This gives employers insight into your problem-solving abilities.

Include Relevant Keywords

Some companies have turned to automated screening tools to narrow down their applicant pools. If your cover letter doesn’t contain the right keywords, there’s a chance the hiring manager won’t see it. Use keywords related to the customer service industry, such as “call center agent,” “CRM,” “customer service,” “call center,” and “outbound calls.”

Address the Job Requirements

Your cover letter needs to be very specific to improve your chances of landing a job. As you write your letter, address each of the requirements listed in the job posting. If the advertisement says you need at least three years of experience, make sure you let the hiring manager know you’ve been working as a call center agent for more than three years.

Use a Strong Closing Paragraph

The closing paragraph of your cover letter should make a good impression on the hiring manager. Summarize the contents of your letter, thank the hiring manager for his or her attention, and request a follow-up telephone call or on-site interview.

Include Current Contact Information

If you do a good job writing your cover letter, the hiring manager will need some way to contact you to schedule an interview. Make sure you include a current email address and telephone number somewhere in your cover letter. Many people include this information at the top of the page, but you can also include it in your closing paragraph.

Proofread Carefully

Accuracy is a very important part of a call center agent’s job. If your cover letter contains several grammar mistakes or typographical errors, it reflects poorly on your ability to produce accurate documents. Before you send a cover letter to a potential employer, proofread it carefully. For best results, ask a friend to proofread it in case you missed any errors.

Conclusion

Your cover letter is usually the first thing a hiring manager sees when you apply for a job. Taking the time to write an excellent letter helps improve your chances of getting an interview and landing the job of your dreams. If you need help crafting the perfect cover letter, contact us to discuss your concerns.

Featured image – © BlueSkyImages / Dollar Photo Club

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Dressing Appropriately for Call Center Company Parties

Dress code
Call Center Company
© Morrison / Dollar Photo Club

Dressing for an office party can be quite stressful and confusing. Though preparing for an event may seem like fun, you still have to be conscious about looking appropriate for your bosses and supervisors. A call center outsourcing company is one of the businesses that hosts more than one event in a year. These outings take place because it motivates the employees and prevent further attrition among them.

It is a call center agent’s responsibility to do their job correctly on a daily basis. Whereas Philippine call center managers should also make efforts to motivate them through these parties.

No matter how fun and exciting the party theme is; limits, designs and even budget should always be remembered and set.

What to wear – Always be mindful of what you wear. Stick to the theme and dress code but be mindful of where the venue is. Long gowns and costume-like dresses do not belong in a bar that’s situated in a mall. Whereas shorts are inappropriate in a hotel ballroom setting – unless you want to look silly.

How much to spend – For practicalities sake, spend only within your means. Parties like these often award the best looking people of the evening with a sash and a little amount of money. Unless the prizes are higher than what you’ve spent or earn, save the couture and splurging for your wedding and raid your closet or the bargain section instead.

Be creative – mix and match and you will see a whole different look without burning a hole in your pocket.

Whether you are in a call center outsourcing company event or not, outfits should not be doing the advertising for you. Unless you want to give out the image and attention your attire displays – dress appropriately. Though your clothes may be a way of expressing yourself, some people and places won’t view it that way and you will end up being offended instead.

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