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A Remote Team’s Guide to Asynchronous Communication

asynchronous-communication
asynchronous-communication

The concept of remote work is nothing new, but with the COVID-19 pandemic taking its toll on the world, it has become the norm for companies across all industries over the past few years. 

Pre-pandemic, only 17% of U.S.-based employees worked five or more days per week from home. However, that number drastically increased during the height of the pandemic, wherein 44% of workers started to report to work at home.

With telecommuting becoming the new normal today, multiple ways to work productively have surfaced. Besides having a proper workstation setup, establishing effective communication amongst your team members will be vital. One method business owners could strongly consider and look into is asynchronous communication.

But what is asynchronous communication, and how can it be an asset to remote teams? Let this infographic serve as your guide to asynchronous communication, its benefits, drawbacks, and how to successfully practice this form of communication in your organization.

What is Asynchronous Communication?

Asynchronous communication is when two or more individuals communicate without being present in real-time. In other words, it’s sending a message without the immediate need for a response. This type of communication allows employees and employers to set their schedules and answer inquiries without much dependence on the availability of others.

Employing asynchronous communication aids in staying connected with members of the company and ensuring everything is operating efficiently, regardless of time zone, location, and other factors.

Benefits of Asynchronous Communication

Now that we’ve established what asynchronous communication is, let us discuss the various benefits of utilizing this form of communication.

  1. More thoughtful communication

In work conversations, workers often feel obligated to come up with an immediate response, which may not be relevant or conscientious. 

With asynchronous communication, team members get more time to digest new information, formulate an answer, and mull over crucial decisions that lead to more strategic conclusions.

Additionally, asynchronous communication decreases distractions. Without an immediate need for a response, workers can reply when their set schedules allow it, improving concentration and productivity.

  1. Better productivity rate

Asynchronous communication grants remote teams more flexibility to prioritize important work. There will be instances employees would feel obligated to respond to every message sent their way, which could be detrimental in the long run.

Constantly taking time off your day to get back to a considerable volume of requests and questions prevents you from conducting deep and meaningful work. This communication method enables you to deal with these tasks at your own time and pace, putting more critical and urgent work atop of your to-do list.

  1. Documentation for transparency 

Documentation, whether through writing or pre-recorded videos, gives your team a clear vision and timeframe of their duties. With asynchronous communication, all traces of internal exchanges and relays get automatically documented. 

This could be beneficial as the logged data could be easily referenced or shared for others to review.

  1. More honest communication

Asynchronous communication improves honesty amongst your team members due to the higher quality of feedback it allows. Some employees have no problem being true when confronted in a one-on-one setting. However, others may find it difficult to have to answer immediately.

Due to conversations and evaluations not being done in real-time, asynchronous communication gives adequate time for your employees to voice their concerns more accurately when they’re most comfortable.

  1. Decrease burnout chances

Constantly staying on top of things can be taxing. Through asynchronous communication, stress is diminished as it grants your team more control over their pace at work. 

Conventional synchronous communication setups often tether you to your desk to deal with work-related issues immediately. This ability to step away and recuperate could positively improve employees’ physical and mental health, drastically decreasing the chances of burnout.

Drawbacks of Asynchronous Communication

While asynchronous communication certainly has its merits, it also has its drawbacks. Consider the following if you’re looking to make it a staple in your business’s day-to-day.

  1. Inconsistent immediacy

One big drawback of employing asynchronous communication is the inability to address urgent situations because business is not conducted in real-time. As such, it’s best to plan accordingly in case an immediate need arises, as it will require synchronous communication to solve the urgent problem.

  1. Unclear tone-of-voice

Unlike its synchronous counterpart, where it feels more intuitive, natural, and human as it gets the point across with the help of body language and tone of voice, asynchronous communication doesn’t always convey the necessary emotion to make people feel connected

The lack of this real-time communication element could lead to miscommunications and disconnection that could affect the efficiency and productivity of your team.

  1. Decreased spontaneity

Synchronous communication allows employees to conduct brainstorming sessions and exchange ideas in real-time. While patient reflection can be helpful in many business situations, unfortunately, the async method falls short of the quick, witty, and spontaneous elements essential for collaborative and real-time ideas. 

  1. Lack of community

Since most asynchronous communication doesn’t require deep in-person engagements, it may magnify feelings of isolation for teams working remotely. While it allows employees to function independently, this freedom diminishes the opportunities for direct interpersonal interactions.

Strong connections are essential to building a cohesive team. Although it’s not impossible to develop bonds through asynchronous communication, the process can be arduous.

  1. Micromanagement

The key to any high-functioning team is trusting your fellow teammates. However, due to the inability to give instructions personally, some superiors might resort to micromanaging their subordinates. 

This type of management could strain working relationships if practiced regularly, as your employees could feel alienated due to constant scrutiny.

How to Successfully Practice Asynchronous Communication

Learning the various pros and cons of asynchronous communication is a start to implementing this strategy. To effectively introduce and incorporate this form of communication into your team’s daily routine, let us discuss the best practices for this technique.

  1. Set rules that work for everyone

If your business utilizes internal communications, you will likely have defined work channels in place. Have a clear strategy on what should be communicated in each designated space, who needs to be included, and what channels are for private and public use. 

  1. Integrate the right tools

As established, asynchronous communication doesn’t require employees to work simultaneously. However, it’s imperative to integrate the right tools to ensure that every individual can work in sync despite not working with each other in real-time.

Tools like time tracking apps, communication platforms with multiple features, knowledge management tools, and task management software can aid an asynchronous team to work in harmony despite the circumstances.

  1. Avoid information overload

The business world can sometimes run at dizzying speeds, leaving some important information overlooked due to employees’ substantial volume of work. However, ensuring content relevancy regarding disseminating information allows you to avoid information overload.

One efficient way to achieve this is segmenting workload by criteria, such as department, location, language, and interest. Doing so ensures that every employee gets the right message at the right time without risk the benefits of asynchronous communication becoming irrelevant.

  1. Provide easy methods for employee feedback

Conducting intuitive employee surveys and collecting feedback allows you to analyze and formulate actionable recommendations to improve the current communication setup you have in place.

  1. Make content fun and easier to understand

Keeping your employees engaged will become increasingly difficult as the workload piles up. However, making your content fun and easier to consume could make an otherwise monotonous routine engaging. 

Think about producing webinars or podcasts to gain your employees’ attention, especially for important company-wide announcements.

  1. Understand your workforce

Having a clear understanding of your workers’ responsibilities allows you to gain better insights on what you can improve upon as a group to create a more successful asynchronous environment. 

Take into consideration their strengths, weaknesses, and how they conduct their work in this remote setup, and evaluate how you can help them be more effective in the workforce.

  1. Advocate patience

The corporate world is guilty of expecting immediate results and instant gratification. However, practicing patience can be more rewarding. 

Through asynchronous communication, you can connect with your employees better by giving them a sense of security about communicating in their own time unless it’s a highly important or time-sensitive task.

  1. Build trust

Trust is an important factor in any and every kind of business, especially when it comes to an environment with little to no personal contact, like asynchronous communication. If supervisors and workers lack trust in one another, employing this method will be futile.

Stay In Sync with Asynchronous Communication

The COVID-19 pandemic has forced many changes in people’s personal and work lives. While some weren’t too keen on working from home, methods such as asynchronous communication allowed teams from all across the board to operate efficiently. This specific technique offers many benefits for businesses whose employees report remotely full-time.

However, with benefits comes drawbacks and constant learning. Keep in mind all the things stated, and you can effectively incorporate asynchronous communication into your practice. 

In case you need a call center outsourcing firm to help with your asynchronous team, consider Executive Boutique Call Center. Executive Boutique Call Center provides best-in-class customer service that can cover all of your back-office needs and increase your bottom line. Contact us today to learn more!

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10 Ways to Improve Teamwork in Your Customer Service Team

improve-teamwork-customer-service-team
improve-teamwork-customer-service-team

A day’s worth of work in a call center can be unpredictable. Employees have a hectic schedule to follow that changes daily, as they interact with numerous customers with varying levels of concerns and demands. Despite this, people from the customer service track need to be headstrong throughout the adversity to provide quality services.

As a manager, it’s integral to foster a positive environment for your employees to boost team morale and performance. However, like all valuable efforts within a company, this cannot happen overnight.

To help you get started, this guide will walk you through tips on improving teamwork in your customer service team and creating the ultimate ideal workplace for everyone. 

The Importance of Teamwork

Although having skilled individuals is a definite advantage in any team, customer service work requires teamwork more than you might think. Since it revolves around a series of processes, a seamless internal collaboration leads to faster service, satisfying 75% of customers who want a consistent quality service experience.

Apart from building strong relationships, reactive and proactive members can help eliminate stress and exhaustion within the group. With 74% of agents at risk of burnout, having an easy and even distribution of work can snowball into improved team performance, boosting overall business numbers.

How to Improve Teamwork in Your Customer Service Team

If you’re yet to come up with strategies to enhance your customer service team’s teamwork, here are several effective ones you can try:

1. Establish and optimize communication channels

“Communication is key” is a commonly used phrase in most businesses—and for good reasons. Whether you’re working in-person or remote with your team, it’s a must to communicate effectively to serve customers properly and resolve any issues quickly.

A straightforward way of maintaining contact internally is through team chats or meetings. Besides aligning for customer-related tasks, conversations can also involve brainstorming, evaluations, and suggestions on how the group can improve. Keep in mind that each session must have a primary focus to emphasize productivity.

Google Meets and Zoom are a few common channels you can use in your operations. Alternatively, you may look into Slack, which allows for private messages, team huddles, and data storage to keep things organized.

2. Align internally on team goals and beliefs

Having an outline of your team goals enables each person to dedicate themselves to their roles. The point of this is to create a timeline of what you want to accomplish, as focusing on a clear target in a customer service environment can ultimately lead to better performance.

Take the average response time as an example. According to a recent report, it takes around 12 hours and 10 minutes for a team to handle a request. With this, a goal you can set for your group is to have a quicker response time that doesn’t affect quality.

3. Clarify and distinguish roles and responsibilities

Individual roles and responsibilities play an integral part in line with team goals. Each member should be comfortable and confident with their job to perform effectively. You must clearly communicate each one’s responsibilities and your expectations about them. To achieve this, you need to seek feedback from your employees and schedule productive team meetings. 

Through these methods, you will see if there’s a need to reorganize the team’s dynamic. As a manager, this allows you to place people on tasks they’re good at and happy to do. Remember, finding the fit for the roles ensures quality work. 

4. Encourage out-of-office hangouts

Having after-hours hangouts is a vital part of building team chemistry. Casual events such as out-of-office dinners and weekend movie nights are a great way to establish trust and rapport among team members. 

Other activities such as out-of-town trips and holiday parties are major get-togethers to look forward to. This allows employees to socialize with others more, encouraging open communication in the workplace. 

5. Empower employees

An American Psychological Association (APA) survey shows that 93% of employees who feel appreciated are motivated to do their best at work. With data to back it up, be sure never to miss a chance to recognize your employees’ contributions.

Showing appreciation and encouragement are some of the simple ways you can boost your employee’s morale. You want to create a positive atmosphere that encourages everyone to keep working hard and promotes a constructive dynamic. Working in an unappreciative environment is toxic not only for your crew but for the enterprise at large.

6. Incorporate a task management system

Task management systems are used to streamline daily operations and increase team productivity, which is why it’s essential when improving teamwork within your customer service group.

One of the most recommended collaborative work management apps today is Trello. Conveniently, it allows you to schedule tasks, organize multiple schedules, and post documents with the option for everyone in the workspace to collaborate. With Trello, numerous people can share an assignment to speed up the process while managers monitor the progress.

7. Improve customer service strategies

Sure, having a set of updated strategies can provide better quality and increased customer satisfaction. But did you know it can also make a grand impact on your team’s harmony?

When the clients win, your employees win as well, which is why it’s vital to revamp your customer service methods on a schedule to make both parties happy. If your playbook is due for an upgrade, here are a few things to consider for the new one:

  • Having consistent availability or coverage
  • Engaging with customers on various social media platforms
  • Assigning the right representatives to specific customer needs

8. Enhance employee engagement

No matter how skilled and experienced your employees are, there could still be a dent in their performance if they’re unhappy with their overall work experience. Because of this, it’s important to know how the team feels, as it can improve the work they’re doing daily. 

Engaging with them through suggestion boxes, surveys, or one-by-one meetings is one way to do it. You may utilize an employee engagement template to get an insight into what your staff feels and what you need to change to make them feel better. 

Much like a chain reaction, as you promote positive changes within your crew, you can be sure to see happier employees right after.

9. Consider flexible work hours

There are different types of people in the workplace. Some are early starters, while some are more productive later in the day. With customer service almost always on-demand, considering to allow flexible work hours might just level up your crew’s productivity rate, especially when all are working in the hours they’re most comfortable. 

Aside from that, such flexibility can also promote collaboration with members who are working simultaneously, which ultimately increases the job done in a day.

10. Create an open communication

There are customer service teams with strict hierarchies when it comes to communication. Especially when a pressing issue arises, the flow of resolution is longer where the employee would report to the supervisor, who would then report to the manager.

To avoid such a stretch in workflow, encourage open communication within your group. Doing so will allow your representatives to solve customer issues faster, especially if other members—whether on the same level or higher—may be more knowledgeable about specific concerns.

Make it Work with Teamwork

Being in a demanding field such as the call center industry is already tough, but managing a customer service team takes this challenge up another notch. Apart from providing excellent service for your customers, it’s also well within your scope of responsibilities to look after your members’ welfare as a manager. 

A straightforward process, a fair distribution of workload, and a fun out-of-work engagement activity can make all the difference in improving the overall working conditions of your team. Remember, fostering a positive dynamic between everyone can translate to greater work performance for your customers.

If you need to partner with a call center outsourcing service that has great teamwork and even better work performance, check out Executive Boutique Call Center. Our team is one of the best in the Philippines, composed of highly trained agents ready to provide quality support for your business and clients’ needs. Learn more about our best-in-class customer service when you contact us today!

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The Future of Call Center: 14 Must-Know Statistics and Trends

Banner The Future of Call Center 14 Must Know Statistics and Trends (1)

The business process outsourcing (BPO) industry which includes outsourcing of call centers is one of the fastest-growing sectors for many years now. The BPO industry continues to create job opportunities for many people across the globe, largely contributing to the economies of Asian countries including the Philippines and India.

While some critics have wrongly predicted the demise of call centers due to advances in artificial intelligence (AI), the industry continues to thrive and is still evolving and innovating—just as new technologies and tools continue to emerge. With these new technologies, BPO industry veterans look forward to creating more value for their customers and making the job easier for businesses and call center agents alike. 

With that in mind, let’s take a look into the future of this continuously-growing and evolving industry. This visual graph below illustrates a complete picture of call centers—the figures and trends to keep watch so you can stay on top of the game. Let’s get started!

Infographic The Future of Call Center 14 Must Know Statistics and Trends

Understanding Customer Expectations and Needs

As a business, it’s understandable that you want to differentiate yourself from other organizations and stand out from the competition. 

As part of your plans and strategies to keep on improving, this can also mean that you outsource certain business functions to better-skilled professionals. This will allow your company to uncomplicate issues and unload you of tasks, providing you more time to focus on important matters such as maintaining high customer satisfaction.

Many technological advances are emerging and there will only be more to come. Considering the numbers and the new trends mentioned above, you could better improve processes by looking into the right metrics, using automation tools, and implementing machine learning, among others, to reduce the number of frustrated customers and elevate your satisfaction score.

Call Center Industry Trends to Watch Out For

1. Chatbots

More brands and businesses are turning to chatbots. A study shows that consumers would like to use chatbots to get quick answers during an emergency (37%), to resolve an issue (35%), and even make reservations (33%), among others.

Messaging platforms serve as the primary drivers for the growth of chatbots. Platforms that feature chatbot functions can improve brand awareness, sales or lead generation, and customer support services. What’s more, chatbots are available 24/7 and can respond almost in an instant, even when managing multiple conversations.

As chatbots utilized by contact centers get more advanced and sophisticated, they will be able to incorporate more empathy and personalization in their conversations. Implementing chatbots in contact center companies enable them to cut costs and allow agents to focus on more pressing calls while providing a positive experience to users.

2. More advanced data analytics

Prior to the introduction of new technologies, contact centers depended on their quick-thinking and experienced team leaders and managers to lead their agents and boost their performance. But, in this data-driven era, analytics and insights now influence long-term strategy development and approaches for better decision-making, identifying the root cause of a problem, and evaluating agent performance to propel the business in the right direction.

Since call center companies serve as the point of contact between businesses and their customers, it makes sense to utilize advanced analytics software and tools to churn out information from their interactions.

The data collected and studied highlights valuable insights regarding important metrics like average handling time, agent idle time, first call resolution, and more. It also includes user information, such as demographics and preferences, to help develop more effective strategies for better customer service.

3. Non-voice commerce 

Conversational commerce is growing, and it’s changing the way people communicate with businesses. This convenient communication method allows customers to chat, make purchases, ask questions, and receive help from companies whenever and wherever they want.

Statistics show that on Facebook Messenger alone, people and businesses exchange 20 billion messages each month. Messenger for Business allows brands to provide support via Messenger, which is one way to simplify the customer journey. Customer service centers are exploring this new way of communication to enhance customer experience and generate additional revenue.

4. Social media presence

Customers connect with businesses on social media platforms and expect to receive a quick response. About 37% of consumers expect answers on their queries or complaints within a day. Additionally, more than 76% of people message businesses to get customer service support for a product or service.

Users go on social media platforms like Facebook, Instagram, and Twitter to talk about and get in touch with brands, which is a clear indication that you must invest in social media. 

Forming your social media support teams will let you tap on more customers and foster brand communities. As such, consider including investing in training and social media management tools for more efficient, responsive, and personalized two-way conversations. 

In line with this, new customer support platforms allow agents to have all of their customer interactions in one window. This platform has access to all forms of communication such as Facebook, Viber, WeChat, Twitter, etc.

5. Cloud computing 

Nowadays, call center businesses recognize the practicality and functionality of cloud-based platforms as they help remote agents interact with customers the same way they would on-site. Using cloud computing applications for your contact center not only let you gather and generate data from customers, but they also do so smoothly and conveniently by making customer files accessible online.

Given this, you can subscribe or avail of a cloud-based tool on a pay-per-usage basis instead of spending a chunk of your marketing spend on IT and infrastructure. This allows brands to serve more customers and have the advantage of flexible time, as well as hire skilled agents from other parts of the world for round-the-clock support.

6. Artificial Intelligence (AI)

AI is leading the conversation around call center trends as it’s one of the more exciting and powerful technological disruptions in the industry. 

AI solutions and machine learning can filter complex conversations and redirect them to contact agents for comprehensive support. It can determine the next steps when interacting with customers based on its previous interactions. 

For instance, it can detect the customer’s language and tone by looking for specific keywords and utilize sentiment analysis algorithms to manage calls more accurately. This helps route calls to the skilled agents at the right time, boost agent productivity and performance, and ensure customer satisfaction. 

For example, Cogito has a human-level of artificial intelligence that’s aware of all conversations and in real-time analysis as well. It studies multiple conversations and provides the best guidance for agents to converse with empathy, and confidence.

Final Thoughts on the Future of Call Centers

There you have it—the leading figures and trends at play in the BPO and call center industry. Acknowledge these new technologies and statistics or you risk getting left behind, as other organizations adapt and advance. Being a leader in the outsourcing industry means keeping up with the latest innovations to meet your customers’ expectations.

Are you looking for ways to outsource specific functions of your business? Executive Boutique Call Center is a reliable and progressive call center in the Philippines that provides excellent and outstanding service. Visit the Executive Boutique Call Center Contact Us page here and drop a message to get started.

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Outsourcing Telemarketing: The Right Choice

Outsourcing Telemarketing The Right Choice
Outsourcing Telemarketing The Right Choice

Telemarketing can be a handy tool for businesses.

Not only is it a tried and tested method for lead generation, but you can straight-up increase your sales through telemarketing.

Of course, there are other benefits you can enjoy when you have telemarketing as one of your business’ marketing arsenal.

Telemarketing Defined

Telemarketing is essentially the process of generating leads, gathering marketing information or making and closing a sale through the phone, fax, internet, as well as via video conferencing.

It can also include contacting people to raise money for charity and carry out surveys. 

Benefits of Telemarketing

While telemarketing has become a popular tool in growing businesses, it also has its fair share of controversies due to its misuse. But negative publicity aside, this strategy continues to be widely used, and when carried out correctly, the advantages drowns out all negative feedback.

1) Gives Immediate Feedback

Being able to immediately measure your customer’s level of interest in your product or services is perhaps the number one benefit of telemarketing. Receiving direct and immediate feedback allows you to realign marketing campaigns, improve customer service, and develop new products and services.

2) Involves Human Interaction

Not only is the telephone an affordable and a statistically accountable communication tool, but it is also a very intimate and personal one, with two people talking to each other.

3) Has Wider Reach

Telemarketing allows you to reach a wider audience. It reaches not only your intended audience but also those who are on the other parts of the globe, as well as your not to internet savvy consumers. 

4) Provides Measurable Results

One of the best things about telemarketing is that the results can be analyzed and measured. It gives you insight into how successful (or not) your campaign has been and which strategy actually works.

Outsourcing Telemarketing

Deciding to outsource your company’s telemarketing efforts will multiply your benefits even more. 

The list that follows are just some of the advantages of outsourcing telemarketing.

  • Frees up your time 

By delegating your telemarketing campaigns to a professional third-party vendor, you can focus all your attention and energy to core business functions.

  • Increase in Productivity

With more time on your hands to zero in on core business matters, the rest of your team will also be able to focus on their assigned tasks, increasing their productivity.

  • Worry-Free Budgeting

With outsourcing, you can forget about worrying that you will go above your budget because you pay a fixed amount as agreed with your outsourcing partner.

  • Brings Huge Savings 

Outsourcing eliminates the need to invest in equipment and infrastructure because your outsourcing partner already has the cutting-edge technology in place to support your telemarketing needs.

It also saves you office space since you won’t need to house a team of telemarketers.

Perhaps the most significant savings will come from not having to spend on recruitment and training, as well as paying employee benefits. You will be tapping into the manpower coupled with the industry experience of your outsourcing partner.

What’s Next?

Executive Boutique offers a full range of telemarketing services, both inbound and outbound, from customer service, technical support, sales lead generation, and market research.

We offer high quality, professional services at affordable rates with flexible month-to-month options.

So contact us today for your free non-obligatory quote. 

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The Importance of a Call Center in a Company’s Operation

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Call centers have been around for quite some time. We help establish and foster relationships between the consumers and the company.

In today’s business landscape, most companies have call centers providing round-the-clock customer service support and technical support. Call centers assure customers that assistance is always available, no matter where they are, whenever they need it.

Communication via Phone

Even though there are various mediums – SMS, chat service, web self-service, and social media, available to contact companies, customers still prefer to communicate through the telephone. A study conducted by the firm Forrester shows that 73 percent of consumers call into the call center. Arizona State University further reported that when customers are angry, they are even 11 times more likely to complain by phone rather than via any other communication platform.

The Value of Call Centers

Call centers enable companies to build up their image and reputation, resolve customer issues, and establish a strong customer base.

Call centers are essential to a company’s operations because of the following reasons:

It is Expected

When you ask people what items or belongings they never leave home without, everyone would say their mobile phone, among others. Everyone is within easy reach. So it is also expected of companies to be reachable and available. It doesn’t have to be the massive, state-of-the-art call centers, in case of small companies, a single point contact person will do.

Shows that you Care

Having a call center shows that you care for your customers – that you are open, willing to listen, and value their opinion or feedback. Modern consumers expect to be able to call in or reach out when a problem arises or when they need assistance.  

Shows that you are Capable

Providing open lines of communication by having a call center shows that you are capable and that you understand the fundamental components of running a company.

Shows that you are Experts

Not only are you capable, but you are also showcasing your expertise. You are not afraid to provide assistance and answer your customer queries and concerns because you are confident, and you know your product inside and out.

Shows that you are Available

We are living in an age where everything is convenient and instant. When a consumer buys a product or a service, it comes with the expectation that they can reach out to you anytime and in an instant. 

Helps Streamline Operations

With a call center, you eliminate confusion, making it easier for your consumers to know exactly how to get in touch with you.

Builds Your Reputation

Just by opening a line of communication with your consumers through your call center, that in itself  earns your company some brownie points. By further providing exceptional customer service with every call interaction, slowly builds your reputation and cements your status as a reliable and responsible company    

Shows that you are Real  

Perhaps the most significant of them all is the fact that a call center provides the human factor.  

Yes, advancements in technology are making it easier for people to be heard or to connect, but to interact with a live, real person is just not the same.

While technology is doing a great job of keeping people occupied and entertained, nothing will ever fill the void that a human touch brings.

Conclusion

All in all, as pointed out by several studies that consumers still prefer calling in, the role of call centers in supporting company operations is not diminished. And more often than we care to admit, human interaction is still more meaningful and fulfilling.

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Call Center Lead Generation Services

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For your company’s sales team to keep closing deals, you need to have a steady stream of quality leads.

While you can certainly train them to generate the leads themselves, they would be far more effective if they focused on doing one thing only — and that is, to close the sales.

If your sales team is less effective/efficient because they’re having to juggle between the task of closing deals and generating leads, then you might want to consider working with call centers for their lead generation services.

Let’s look at some of the strategic lead generation services that call centers can often help you with.

Lead Generation Services 

Inbound 

When your audience are the ones reaching out to you, then you’re in a great place to turn them into leads — so you can further establish your relationship with them — then turn them into paying customers.

Here are a few “inbound” ways to that call centers can generate leads for you:

  • Live chats and hangouts. Live chat is one of the direct ways your customers can engage with your company, show interest in your products, and qualify as a lead.
  • Social media. Networking sites function like a digital contact list where the specialists can find countless leads, examine users’ beat, and filter them appropriately.

Likes, reposts, and comments, including private messages, can all help specialists capture leads and assign appropriate action according to the campaign strategy.

  • Blogs. Blog posts on your website with a feedback section invitations also call users to engage directly with your company.

Their commenting and the kind of feedback they give signifies their interest and can lead to closing sales transactions.

  • Forms. Forms like sign-up, contact, subscription and others also help gather leads as interested users fill them up.

Outbound

In most outsourcing undertakings, lead generation is usually classified under outbound call center services.

Outbound calls are a more proactive way of gathering leads through the following methods:

  • Cold calling and Telemarketing. Telemarketing allows lead generation specialists to have direct contact with your prospects.

Through this strategy, they can immediately work from your customer information database or contact lists according to your particular needs.

They can call hundreds of accounts and build on their initial conversation with your customers for further business and sales engagement.

  • Appointment setting. Specialists can rapidly call prospects and schedule profitable appointments on behalf of your sales team.

Their services can even include follow-ups and personal meetings.

Specialists can also turn on settings that enable prospects to listen to your company’s messages at specific periods when your representative is available.

Appointment setting also allows specialists to foster client trust and relationship, and project a favorable brand image of your company.

  • Email marketing. Through email campaigns, specialists can reach out to your customers directly and appropriately.

They can thoroughly study your product and service market and create innovative messages and campaigns with compelling CTAs.

Outsource Your Lead Generation.

For your lead-generating efforts to succeed, you need to put in a lot of skill, focus, and time. 

Call centers are the perfect match to suit your lead generation needs through their dedicated specialists.

With the help of call centers, you can have highly-trained lead generation specialists engaging your audience so you can turn them into leads.

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4 Office Spring Cleaning Tips

The weather is warming up and winter is on its way out! Now is the perfect time to start spring cleaning your office. Organizing and cleaning any room, especially if it has gotten out of hand, can seem like an overwhelming project. We’re here to help! We’ve compiled a few tips to help get you started on getting your office back to the productive workspace it’s meant to be.

Clean out your desk.

Your desk should only hold your most important items. Computer, phone, notepads, pens, and other vital supplies are examples of these. If your desk has drawers, they should only hold important items as well. If your desk is cluttered with food wrappers, old documents or pieces of mail, it’s time to start cleaning it out. Only keep what you need and use regularly.

Get rid of your digital clutter.

Our online workspaces are important to our productivity just as much as our physical ones are. An inbox full of junk or unopened emails looks overwhelming to some. If you have a digital to-do list or schedule, optimize it so that it contains reasonable goals for each day. Keep up with it, too! If one task doesn’t get done, assign it to a different day where you’re sure you’ll have enough free time.

Clean your furniture.

When your desk and online workspaces are organized, it’s time to get down to the actual cleaning step. Wipe down all of your furniture surfaces with disinfectant. Dust your bookshelves. Polish your wooden furniture. These steps should be a weekly part of your routine. If you can’t keep up with it yourself, consider hiring a professional cleaning service.

Clean your floors.

You don’t want to ignore your floors! You’ll need to vacuum, mop, and (if needed) wax them. If you’re willing to make this project even bigger, get down to the baseboards, air ducts, and corners and clean up all the collected dirt and dust. Squeaky-clean floors will make the room seem bigger and more approachable.

Spring is a great time to kick-start your cleaning projects and it’s also an opportune time to set new cleanliness goals and habits for yourself. Take the time to deep clean your office and help it stay clean by working regular maintenance tasks into your routine. Something as simple as clearing clutter off your desk daily will make a big impact. Try not to think of these tasks as chores – think of them as you investing in your own productivity and success!

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What is Charismatic Leadership?

We’ve all learned about charismatic leaders throughout history. Some examples are Martin Luther King Jr., Sir Winston Churchill, and even Mother Teresa. What sets these kinds of leaders apart from typical leaders is that they are skilled communicators, have a way with words, and are able to communicate on an emotional level with their followers. What else does charismatic leadership entail?

Sensitivity to the needs of their followers.

A charismatic leader is always finely in tune with the needs of the people they’re leading. Many leaders simply focus on their goals and string their people along with them regardless of how it affects their peoples’ well-being. Charismatic leadership means knowing when your people need a break, when they need to be pushed more, and when they’ve reached a proper level of equilibrium between the two.

Articulate communication.

If you think of popular charismatic leaders, you’ll likely end up thinking about how well-spoken they are. Charismatic leaders know how to communicate on a deep level and inspire hope in the people who follow them. These types of leaders don’t just bark orders, they work with their people and motivate them to be their very best through intimate and moving language.

Prioritizing learning from mistakes.

Mistakes and mishaps are an inevitable part of working toward most goals, and charismatic leaders know and understand this. This plays into our first point of being in touch with the people who follow them – this includes knowing what kind of feedback motivates their followers the most. Being abrasive is not charismatic and doesn’t bring people together.

Inclined toward intelligent risk-taking behavior.

The best charismatic leaders know where and when to push the boundaries of what is considered normal and accepted. Moving toward change requires this kind of behavior, but the real skill comes in getting people to back them when they make these moves. Charismatic leaders are adept at working toward their goals in controversial ways and getting people to support them throughout the journey.

The world needs charismatic leaders because, typically, they advocate for a better world in whatever context that means to them. The scale can be as big as running for president or as small as motivating their sales team to meet their goals. They tend to have the courage to stick to their convictions despite pushback and advocate for what’s right. If you’re in a leadership position, take time to evaluate how you could incorporate these qualities into your own leadership style.

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How to Become a Transformational Leader

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James McGregor Burns coined the concept of transformational leadership in his book, Leadership, in 1978. He defined it as a process where “leaders and their followers raise one another to higher levels of morality and motivation.”

According to Bernard M. Bass, who further developed the concept in the 1980s, some qualities of a transformational leader are: clear goal setting, supportive of their followers, encouraging, and able to get their followers to look beyond their own self-interest. So, how do you become a transformational leader? Here are some steps:

Be inspiring in your vision.

If you want people to follow your lead, you’ll need to give them a legitimate and compelling reason. The best way to do this is to create an inspiring vision of days to come. This vision will set out your team’s purpose, which will be at the forefront of your endeavors. You can develop your vision by understanding the values of the people you lead, as well as the resources of your organization.

Motivate your team to deliver the vision.

As we’ve covered, you’ll need to appeal to people’s values in order to get them to buy into your mission. You’ll need to come up with a mission statement. Use storytelling as part of your call to action and speak of your mission often. Get to know your team – if you can further connect the mission directly to their own goals, they’ll be more likely to follow your lead.

Take the lead in delivery of the vision.

It doesn’t take much to come up with a vision and mission statement. The real hard work comes in delivering it and working to make it a reality. While you can get your team to help you, you’ll have to do much of the difficult and often mundane tasks yourself. To manage the delivery of your vision, you’ll need to incorporate both effective project and change management. Communicate each individual person’s roles clearly and connect your team to your plans. Everyone needs to understand what they’re responsible for and how their success will be measured.

Build strong relationships with your people.

Transformational leaders focus a lot of their attention on their people. You’ll need to work hard with them to help them achieve their goals, as well as the goals of the team. Meet with them individually and support them throughout their endeavors. Provide constructive feedback when necessary and be empathetic at all times. Your team will be better off for it.

Being a transformational leader requires a lot of hard work and understanding of how people operate. Once you’ve come up with an inspiring and uniting vision, people will be more inclined to follow your lead. Be sure to lead by example and maintain excellent self-discipline and stamina so that you don’t let yourself or your team down. In the end, if you put in the hard work and set a good example for your people, you will be more likely to find success.

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