Executive Boutique

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Your Call Center Partner in the Philippines

Outbound Call Center

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 outsourced outbound call center services, 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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Outbound Call Center: Basics of Telemarketing

Outbound Call Center
Outbound Call Center
© Gajus / Dollar Photo Club

Because of high competition in the global market, organizations around the world are looking for more cost effective way to reach their customers. It is a way to link the efficiency of automation to the real marketing needs of highly competitive business world. Telemarketing is the systematic use of the telephone by trained people to increase profits and reduce selling costs. It is all activities connected with, anticipating, identifying and satisfying customer requirements by phone.

To succeed in telemarketing, you should also be fully aware of the main purpose of the call as well as what you want the recipient to do after the call. It is also best to set a secondary objective that seems realistic. When it comes to generating sales leads, you have to remember that time is money for both you and your potential client. Be concise, clear, and spell out your intentions before the client gets the chance to hang up on you.

However, you should also be ready to listen to what the he is trying to say. If he does not seem interested in the products or services you are offering, you have to respect their decision and thank them anyway. It is also important to ask meaningful questions that will illustrate problems that your clients may be experiencing. Do your best in sounding natural because there is nothing worse than listening to someone who sounds like he is reading straight from a book.

A good telemarketer is a good listener but also someone who can make others disclose in him or her to a degree from the onset. That’s because the telemarketer must get his/her prospect talking. And that’s not possible unless the telemarketer’s manner evokes some trust in the other person. This is a vitally important make-or-break point of telemarketing.

Are you looking for a reliable BPO company that offers outsourced outbound call center services? Then please reach out and see how Executive Boutique Call Center can help you.

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Customer-Driven Telemarketing Strategies

Customer-driven telemarketing involves seeing your products or services from your customer’s perspective and communicating your messages in the customer’s language. This approach goes beyond traditional textbook branding and positioning, which are driven by the Philippine telemarketing, to getting an outside-in perspective and designing a marketing strategy that is driven by the customer’s needs.

Targeting your Market.

The more you know about your customer base, the easier it is to develop a strategy that will appeal to these characteristics. As a result, you waste less time and money trying to reach unlikely prospects.

Meeting Needs.

In customer service, knowing and understanding customer needs is at the centre of every successful business, whether it sells directly to individuals or other businesses. Once you have this knowledge, you can use it to persuade potential and existing customers that buying from you is in their best interests.

Building Loyalty.

Customer loyalty matters, because selling more to current customers is easier and cheaper than finding and selling to new ones. Loyal customers tend to buy more, more regularly. And they will frequently recommend your business to others.

Using Customer Feedback.

Opportunities are often missed because you are broadcasting when you should be listening. The biggest obstacle to knowing what customers really think about your company is fear. But the fact is, feedback is the best way to make changes or improvements to help you continue to meet customer needs in the future.

Gaining Referrals.

Being referred to someone or someone referring a person to you comes with an implied endorsement. People don’t like risks, and they don’t want to belong to the burned buyers club. So by simply opening themselves to the idea of asking others who they recommend, they move closer to acceptance and action required to make a buying decision. Are you looking for a reliable BPO company that offers outsourced outbound call center services? Then please reach out and see how Executive Boutique Call Center can help you.

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Outbound Call Center: Telemarketing Strategies

Marketing research indicates that telemarketing remains an effective selling technique and generates considerably more business than contacting leads through mailings. Many companies continue to use outbound call center services for getting advertising details out to current and potential customers. A telemarketing business requires a professional attitude, planning and hard work to make into a success.

Learn from the Law.

One of the ways that a telemarketing business can establish a positive rapport with potential customers is to avoid activities that are illegal or improper. Do not call numbers that appear on the federal “Do Not Call” registry list for any reason. Work with the law to establish trust with prospects and a positive reputation with the authorities.

Use Past Success.

One business strategy that Philippine telemarketing can use is to treat current and past customers as continuous sources of revenue. By steadily developing a list of buying customers, you give your company a revenue foundation that allows new customers to help grow the business. Have a contact management system that keeps track of all your customers, what they bought, when they purchased and any other information your associates were able to find out.

Training.

Constant training on product knowledge and telemarketing sales techniques is an essential business strategy for any telemarketing company. Managers and trainers should work on role-playing with associates to help develop scripts for situations that the associate will encounter. By knowing the products thoroughly, a telemarketing sales associate is able to have a natural discussion with clients about the product and push the client towards a sale.

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Outbound Call Center: Elements of a Telemarketing Script

Whether you’re doing inbound or outbound telemarketing, the script you use is important. If you’ll be hiring Philippine  call center to handle your company’s telemarketing needs, chances are that call center will work directly with you to develop your script. The key elements you’ll find in an outbound telemarketing script are the following:

 

Ask questions in order to get the prospect to ask questions. When customers ask questions, you have won because you have captured interest and broken a barrier.  Second, it provides you with opportunity to answer and provide information in your answer.  Get them to talk, and get them to question you.

 

Differentiate your call. Acknowledge the fact your call appears to be the same as everybody else’s.  If it really is, and, your organization has no differentiation, then fall back on the strongest differentiator imaginable.  Yourself!

 

Provide the prospect with a reason to act. The perfect outbound telemarketing services script encourages action. Paint the picture and the concept.  Generate want feelings.  Prospects become customers because they want to; this want is their reason to act.

 

Introduce the purpose-process-payoff to the call in the early stages.  “The payoff for you” presents the win-win for the prospect.  They may not believe in the payoff you feel they should, but that is okay.  As long as they see a payoff, then you have the perfect telemarketing script.

 

The prospect says “no” if they feel they will lose by saying “yes“.  When the prospect says “no”, the prospect is saying they have not heard enough to be convinced. Tell the prospect you sympathize, can recognize their fears, and do not blame them.  Then, take the telephone call to the next level.  Don’t handle the objection.  Handle the objection behind their feeling of loss.

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Critical Factors for a Successful Lead Generation Campaign

Companies often engage an outsourced telemarketing call center to generate leads before they have developed an overall marketing strategy, sharpened up on a clear value proposition or created essential sales tools and processes. The following are the critical factors needed for success in any lead generation program.

Well-developed Lead Generation Plans

Lead generation isn’t about instant fulfillment, but rather requires constant effort to succeed, often over a relatively long period of time. Its goal is to evolve relationships between people through conversation that positions the lead generation effort as a way to identify, initiate and nurture productive selling situations.

Sales and Marketing as a Team

Lead generation, consistently the most significant touch point between sales and marketing, offers a variety of opportunities for improving teamwork. However, the work flow of both departments is linear and seems determined to go only in one direction.

Ideal Customer Profile

It uses the unique attributes of prime customers to help pre-screen potential opportunities. The goal of this profile is to focus on prospective companies with the greatest likelihood of becoming profitable customers.

Effective Lead Management Program

It implements and enforces standard, universal lead scoring definitions and establishes a clear process for handling and distributing inquiries and leads.

Foundational Database

Your database is a valuable asset. The properly designed and well-maintained database is the hub of all lead generation activity and communication. It is the gathering point for collaboration between marketing and sales and promotes a spirit of cooperation among other diverse corporate groups.

Consistent Lead Nurturing

Lead nurturing is not a single marketing campaign, but rather a series of steps and communication tactics with the objective of developing and building a relationship with the potential customer. The relationship will result in conversations that may convert to sales. Are you looking for a reliable BPO company that offers outsourced outbound call center services? Then please reach out and see how Executive Boutique Call Center can help you.

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Outbound Call Center: Market Research

Whatever a customer wants today may not be what he or she wants tomorrow. Or he or she may want more of it. If you’re offering low prices, customers want those prices slashed further. If you’re offering state-of-the art products, they want them newer still. In meeting ever-increasing customer demands for lower, faster, better, and newer, companies are driving themselves and their competitors to the edge.

This is why market research is important. Because we all have different point of views, different ideas about what’s important in our lives, and different ability to pay a particular price for what we want. Often the small business owner thinks they have a great idea for a new product or service, only to discover that people either don’t want that service or product, or they’re not willing to pay the price that the small business needs to set in order to be profitable.

Market research, both outbound and inbound, is a very common activity conducted by call centers in the Philippines to help small business take full advantage of the same sales force that many of the top lead generation companies use to grow. It is a very important component of business strategy and a valuable tool for any company that wishes to stay in business. It is an organized effort to gather information about markets or customers.

Using market research, you can understand your potential customers and their needs, as well as what your competitors are doing. It’s also useful to understand market trends so you can make the most of your business opportunities. Statistics and other market research data help you make informed decisions about the marketing of your business.

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Outbound Call Center: Customer Survey

In today’s global marketplace, obtaining regular customer feedback is essential for companies looking to consistently provide excellent customer service and stay ahead of its competitors. Conducting customer survey is an inexpensive way to gather valuable customer feedback and input on companies’ products and services. Customer surveys conducted by outbound call center can help companies gather valuable information which can be analyzed more accurately and in less time than using traditional survey methods. There are many benefits to surveying your customers.

Innovation

Many, some would argue most, successful new products and services are the direct result of speaking with customers. Often, customers actually suggest the new ideas. Companies in fast-moving businesses, or those which rely on innovation, need to stay in touch with their customers to get their ideas and product/service feedback.

External performance feedback

Customers are the best judges of a company’s products and services. They can spotlight processes which are working well, and others which are not. By actively contacting and speaking with customers, organizations can spot important opportunities for improvement.

Increasing customer retention

Customer service satisfaction and retention drive profits. It’s far less expensive to cultivate your existing customer base and sell more services to them than it is to seek new, single-transaction customers. Learning what is most important to customers and how the organization is seen as performing, relative to competitors, can help to prioritize change efforts.

Recovering customers

The first step to recovering lost customers is finding them – the second step is finding out why they left. Many customers can be recovered with relatively little work by a company or organization.

Advance warning

Customer data can be used as part of a measurement system to warn the organization of upcoming trends, performance issues, or opportunities.

Are you looking for a reliable BPO company that offers outsourced outbound call center services? Then please reach out and see how Executive Boutique Call Center can help you.

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