• Knowing the product: When customers reach out for assistance from a business, they want to be met with a representative who knows what they’re talking about and can offer further insight into the product or service.
• Going the extra mile: Customer support teams that go above and beyond what is expected of them reinforce brand loyalty by creating relationships with customers that extend beyond just “doing business.”
• Providing omni-channel support: Offering support via phone, email and live chat allows you to stay connected with more customers and gives customers the opportunity to use the communication channel that works best for them.
• Giving back to the community: Companies that place importance on making an impact on their community show that they care about more than just filling quotas and making money.
• Asking for feedback: Customer feedback isn’t always delivered with rainbows and sunshine, but companies that put in an effort to ask for feedback and then take the steps needed to enhance their product or service are more likely to keep customers coming back for more. Additionally, 91% of consumers are more likely to use a business that has positive reviews.

Despite its seemingly simple concept, customer service is more involved than some business owners may even be aware. If you aren’t currently engaged in the essential attributes listed above, or if you’re always looking for ways to boost brand loyalty, then do we have a list for you! Check out these 30 companies with legendary customer service, and the lessons we can learn from their consistent approach.

1. Disney

Named the happiest place on earth for a reason, Disney is the unequivocal leader in creating an amazing and magical customer experience. Whether you’re visiting one of their theme parks, seeing a Disney film in theaters, or shopping at the Disney Store, you’re sure to be left with a sense of wonderment and awe. From looks to sounds and service, every aspect of the Disney empire has been carefully thought out and planned to ensure that visitors have the best experience possible.

Another thing that Disney excels at is making sure each and every visitor is treated like a VIP. It doesn’t matter if it’s your 1st or 100th visit; Disney employees take the Beauty and the Beast sentiment to heart, inviting you to “be their guest.” From character actors and vendors to ride operators and street sweepers, Disney emphasizes a “customer first” approach. In fact, the Disney brand is so successful in cultivating brilliance that they offer onsite courses on their approach to quality service. In their own words, “When an organization puts the customer at its core—empowering its people and unifying its processes—outstanding customer service becomes possible on a consistent basis, from the first greeting to the final meeting. When provided with exemplary experiences, a customer has a much greater incentive to return, as well as recommend us to others.”

2. Chick-fil-A

Chick-fil-A is so much more than their insanely addictive chicken and ultimate thirst-quenching lemonade. A big part ofChick-fil-A’s fame is their friendly and courteous staff, and their commitment to creating a positive customer experience, ending each interaction with the quintessential phrase, “My pleasure.” Chick-fil-A is often involved in local communities and charitable activities, like the Chick-fil-A Shared Table program, which is an initiative to help restaurant operators fight hunger in their local communities. This community engagement helps create a positive image for the brand and promotes customer loyalty.

Boasting their “giving philosophy,” Chick-fil-A states that, “Everyone’s job at Chick-fil-A is to serve. No matter our title or job description, our reason for coming to work is to generously share our time and talents. Whether it’s treating customers like friends, or serving our communities like neighbors, we believe kindness is a higher calling.”

3. Amazon

Originally founded as an online marketplace to purchase books, Amazon has evolved into a multinational technology company and has become one of the world’s largest retailers. Amazon’s most notable asset is Amazon Prime, a paid subscription plan which has close to 200 million subscribers worldwide. Prime users reap the benefits of one and two-day shipping of goods, and have access to other features such as streaming, gaming and grocery shopping services.

Not only do customers of Amazon Prime love how quickly their orders are shipped and delivered, but most notably, how easy it is to work with customer service. Whether a product wasn’t shipped on time, was delivered damaged or was just not up to standards, Amazon’s return policy makes them a widely-trusted brand. Oftentimes if there’s an issue with an item, Amazon is quick to either refund the purchase, or send a completely new item in its place free of charge. Gone are the days where you have to call customer support and state your case. Users can simply log onto their app, click a few buttons, and the system handles the rest.

4. Chewy

Chewy is the #1 choice for pet parents everywhere. When I first adopted my dog, I of course turned to Chewy to order all of the necessary supplies. When one of my items came in damaged, I called Chewy’s customer service and had a genuinely fantastic experience. Not only was my rep friendly and helpful, she seemed actually interested to hear about my new family member. After our interaction, I immediately completed a survey to applaud my rep’s attention to detail and friendliness.

Chewy is known to go the extra mile for their customers in meaningful ways. Whether they’re sending free, hand-painted pictures of pets to customers at random, sending hand-written and addressed birthday cards for your faithful companion, or sending flowers and condolences after a beloved pet passes, Chewy is a name that stands out among pet owners.

5. Specialty Answering Service

Not to toot our own horn, but as the leading call center service provider in the industry, we prides ourselves on our excellent customer service. With over 500 5-star Google Reviews, customers are apt to agree, one such customer quoted as saying, “Exceptional team! A company’s essence lies in its people, and this group is outstanding, ensuring top-notch quality in every product they deliver.” While our Support staff is small, they are mighty in their abilities to assess customer issues and come up with effective solutions. Not only do we excel in solving problems, we take a proactive approach and reach out to customers periodically to check in, provide demos to show off new features, and ultimately provide an excellent customer experience.

In addition to providing top-tier support, our service comes with a state-of-the-art online portal that offers a ton of free features to sweeten the deal. Clients can securely text or call their customers right from their portal, configure numerous callback features to ensure we’re capturing every lead possible, and create completely customizable scripting solutions. In other words, toot toot.

6. Help Scout

As a help desk ticketing platform, helping customers is the name of the game for Help Scout. As a customer of Help Scout, I have never had a bad experience with their support team. Any time I have an issue or questions, their team has always been reliable, friendly, down to earth and most of all, helpful! Help Scout’s online knowledge base offers user-friendly tutorials, step-by-step instructions, and great tips and tricks when working with their software.

Help Scout is always improving their platform, keeping up with the latest technology to provide their customers with the tools they need to succeed. Recently, they’ve introduced different AI tools, like AI Summarize, which can be used to quickly summarize conversations in Help Scout, and AI Assist, which can be used to help enhance responses. Both of these features have been designed with the user in mind to ensure customers are getting the most out of their product.

7. Trader Joe’s

Trader Joe’s is a supermarket chain that is known for its diverse and unique array of products, and many customers appreciate the high-quality and healthy selection of food. On top of that, the employees at Trader Joe’s are friendly and approachable. Often found wearing fun Hawaiian shirts, Trader Joe’s has succeeded in creating a casual and welcoming atmosphere for shoppers.

While the atmosphere and grocery options at Trader Joe’s are the main reasons that customers love to shop there, their employees steal the show. They excel at remembering frequent shoppers and creating relationships. And let’s not forget how superbly they handle unhappy guests, like when employees put on a whole song and dance for a toddler who was less than thrilled to be there. Where most other employees would turn the other way or even remark negatively, Trader Joe’s employees strive to make everyone’s experience a memorable one.

8. Duolingo

Duolingo is the leading language learning app that provides personalized bite-sized instructions based on users preferences. Users have total control over their own education, and not only can they choose which language they want to learn, but Duolingo offers multiple avenues to learn that language. For example, users can choose to focus on travel-based language, food-based language, or a mix of a little bit of everything! Duolingo also offers courses for different age ranges, so the whole family can get involved and learn at the level that best suits them.

Learning a new language can be daunting, so Duolingo makes it fun by incorporating gamification elements to keep users engaged. Users earn points, achievements, and virtual rewards as they progress through lessons, which helps motivate their interest in language learning.

9. Publix

Like Trader Joe’s, Publix is a grocery store chain that has perfected its approach to establishing a relationship with the community. They provide excellent customer service by taking input from shoppers and stocking items that they request. Publix also prides itself on selling quality products and offering Buy One Get One deals to help shoppers get the most bang for their buck.

In addition, some Publix locations extend services via their Aprons Cooking Schools, where customers can attend cooking classes and learn new recipes. This adds an educational and interactive element to the shopping experience, which sets Publix apart from other grocery chains.

10. Subaru

Growing up, my family always had Ford cars. When it was time for me to buy my own car, I knew I didn’t want to continue the Ford legacy because on more than one occasion, I felt unsafe driving in wet conditions. After a lot of research, I kept coming back to the Subaru brand, with countless reviews boasting about their safety and reliability. After purchasing my own Subaru, I was able to put the car to the test when I had to drive home from work in a snowstorm. My car did not fail me once, and soon after, my whole family converted from Ford to Subaru.

Not only do they offer a safe and reliable product, but every interaction I have had with their customer service team has been entirely uncomplicated. Any time I’ve needed to take my car in for service, they’ve always been warm, welcoming and efficient. Also, their dog commercials are super cute.

11. The Ritz-Carlton

The Ritz-Carlton is a luxury hotel that is known for providing elite service and an unforgettable experience for guests. No matter what location they choose, guests of the Ritz-Carlton can expect a luxurious stay with premium amenities. The brand consistently invests in upgrading its properties to meet the highest standards of luxury.

Additionally, the Ritz-Carlton offers a user-friendly mobile app that remembers guests’ preferences and allows users to chat with staff seamlessly. From the app, guests can call room service, view concierge tips, find local dining options, and track special offers.

12. Apple

The Apple brand is famous for producing products such as the iPhone, iMac, Apple Watch, and other widely-used services like iTunes and Apple TV. While the Apple brand is known around the world for its products, many people stick with Apple for their customer service. Whether users are chatting with a customer service rep in-store at the Apple Genius Bar or communicating online via Live Chat, they are sure to be met with reps who know the product they are servicing, inside and out.

Not only can customers seek help with servicing their products in need of repair or tune-ups, but they can also meet with Apple employees and attend special classes to learn how to get the most out of their products. The more customers can get out of the products they use, the more inclined they are to stick with a certain brand.

13. Zappos

Zappos is an online shoe and clothing retailer best known for their free shipping (always!) and their 365 return policy. Zappos prides itself on being a “customer obsessed” company and strives to maintain the “Four C’s: Commerce, Customer Service, Company Culture, Community.”

Another great aspect of Zappos and one that adheres to the community aspect of their “Four C’s” vision is their Zappos for Good program, which is a “collective effort to give back and protect the planet by providing prepaid shipping labels to support donation and recycling initiatives and donating everyday essentials to local schools.” From encouraging customers to donate unwanted shoes and apparel to hosting various giveback events, Zappos is a company that puts their customers and community first.

14. Warby Parker

Warby Parker is a predominantly online eyewear retailer that focuses on an effortless selection process. Most widely known for their Home Try-On program, users can choose up to 5 pairs of glasses to try on at home, for free. Not happy with the choices? Customers can continue to send pairs back and substitute other options until they settle on a pair (or two) that they love. For customers who don’t want to deal with the back and forth of sending and receiving packages, the retailer offers a virtual try on feature via their mobile app.

Since its inception, Warby Parker instituted a Buy a Pair, Give a Pair initiative in which the company donates a pair of glasses to someone in need for every pair of glasses sold. To date, over 15 million pairs of glasses have been donated worldwide.

15. Starbucks

Starbucks is the world’s leading coffeehouse chain, with more than 36,000 locations worldwide. In addition to offering a wide variety of menu selections including seasonal, vegan and low-calorie options, Starbucks consumers continue to go back for the exceptional customer service they experience. For customers who are new to the coffee game, ordering at Starbucks can be overwhelming. One confused customer noted that a barista “made my day and finally helped me figure out the way to make my drink so I’d love it. She took time out to talk to me for 2 minutes to make my experience better than what I’m used to.” This is what we call distinguished customer service!

Another aspect that Starbucks excels at is the consistent quality of their products. Starbucks customers know that no matter what location they visit, their pistachio cream cold brew will always hit the spot.

16. Google

Google is a multinational technology company that has many claims to fame, including computer software, artificial intelligence, search engine technology, and consumer electronics. There’s no doubt about it – Google is a brand that everyone knows. Their search engine makes it a breeze to find answers to questions, tutorials, recommendations, and really anything else you’re  looking for information on. Their products are easy to use, streamlined, and offer comparative features to other similar name-brand products.

While Google may not have a singular customer service department, their search engine tool allows users to take matters into their own hands. The Google server can be accessed at any day or time, and with 40,000 searches happening every second, Google has made a name for itself in any household that has access to the internet. The ability to search pretty much any piece of information has led to a generation that has taken “DIY” to a whole new stratosphere fostering a sense of self sufficiency and empowerment.

17. CVS

When you think of CVS, you probably think of your standard convenience store where you can pick up prescriptions and buy household necessities. However, CVS is reimagining the health care experience with their Healthy 2030 Campaign, which is their initiative to increase the health of people, businesses, the community and ultimately the planet. With this program, CVS is striving to make healthcare more accessible and affordable to more communities. In 2021 over 159 million meals were provided to people who are food insecure and $185 million was invested in affordable housing.

CVS has also joined forces with the World Wildlife Fund (WWF) to help cut down on the plastic packaging used in their store brand products with the goal of reducing plastic products by 50% by 2030. Additionally, CVS has placed an importance on animal welfare by eliminating store brand products tested on animals and will plan to sell 100% cage free eggs by 2025. CVS’s initiative to better the lives of the community and environment as a whole makes them a commendable leader in corporate social responsibility and sustainability efforts.

18. IKEA

Ikea is the modern Swedish furniture store that thousands of customers across the world have come to know and love. Not only is Ikea famous for their vast selection of affordable and sustainable Swedish-style furniture, decor and housewares, but their unique in-store experience makes them stand out among other furniture retailers.

Customers can explore room displays, try out furniture, and find inspiration for their own homes. The layout of the store encourages a hands-on and interactive approach to shopping, which is unlike what other competitors currently offer. Ikea also welcomes shoppers to eat their famous Swedish meatballs right in the store and buy a bag for the family! Who doesn’t love a good meatball?

19. Virgin Atlantic

Virgin Atlantic is a British airline that has been in business since 1984. Known for its fun and charismatic approach to flying, its chairman, Richard Branson, took part in some wild stunts to garner attention – including hot air balloon rides and rappelling down Manhattan highrises, and advertised using somewhat off-color, humorous language to get noticed. The airline has always prided itself on exceptional service and ensuring passengers’ enjoyment. To that end, in 2009, a disgruntled passenger wrote a letter to co-founder Richard Branson over the quality of the food provided on his flight. Virgin Atlantic could have responded with a run of the mill apology and offered some travel credits; instead, Branson took measures into his own hands and invited the passenger to join Virgin Atlantic’s food advisory board to help improve their menu across different flight routes.

20. USAA

The United States Automobile Association, more widely known as USAA, is a company that provides insurance and banking products exclusively to members of the military, veterans, and their families. Consistently outranking competitors, customers love USAA for their empathetic and personalized customer support, affordable insurance options and their tailored services to meet the unique needs of military members. Users who bank with USAA tend to also combine other financial products offered by the company including credit cards, checking and savings accounts and auto and mortgage loans, making USAA a one-stop shop for a majority of customers.

Oftentimes, the needs of veterans can be overlooked, so companies that pay special attention to those needs help create and foster a loyal customer base.  In addition to providing unique services, USAA also offers discounts to military members which reinforces its support for the military community.

21. Nordstrom

Nordstrom is a luxury department store that has built and upheld a strong reputation among its customer base over its 123 years in business. Not only does Nordstrom offer high-quality products and a flexible return policy, but customers can rely on receiving five-star care from employees who offer personalized recommendations and display a core knowledge of the products they are selling.

Nordstrom’s customer-centric approach allows employees to understand and anticipate the unique preferences and needs of the individual. Helping customers “feel good and look their best” fortifies confidence in both the brand and the store-level team. In Nordstrom’s own words, “Fashion changes. Shopping changes. Our commitment to happy customers doesn’t.”

22. Costco

Costco is a wholesale retailer that sells everything from bulk groceries and clothing to car parts and home improvement items. Costco has become a “one stop shop” for thousands of consumers who are able to get most, if not all, of their shopping done without having to travel to multiple stores. The retailer is also famous for their free samples, which enhance the customer shopping experience.

In addition to their wide range of available products and top tier Kirkland Signature brand, Costco puts an emphasis on savings. Bulk purchasing models typically lead to lower per-unit pricing, which results in significant savings for customers. Consumers who subscribe to Costco memberships also gain access to exclusive deals, discounts, travel, and several in-store services.

23. Hilton

Like the Ritz-Carlton, Hilton hotels are known all over the world for their consistent quality, modern amenities, comfortable accommodations and excellent customer service. Hilton’s mix of 19 different hotel brands is always on target, providing a luxury experience at an affordable rate with transparent pricing. That means no hidden fees or surprise charges. This accessibility appeals to a wider customer base who may otherwise look for different accommodations when booking for personal travel or business related needs.

Another fabulous aspect of the Hilton collection is that 80% of their hotels are pet friendly, which means that guests can travel comfortably knowing their four-legged family members will receive the same great care they have come to know and love.

24. Lexus

When you think of luxury vehicles, over-the-top experiences are sure to come to mind, and Lexus drives home (pun intended) the importance of preserving said experiences. From their concierge services, where customers can schedule pick-ups and drop-offs for their service appointments, to the attention to detail customers receive at dealerships, Lexus maintains a level of quality assurance that other car companies can’t attest to.

Lexus believes that those who purchase their brand are intent on living life to the fullest. To help customers achieve that, Lexus created an avenue where owners can explore how the world looks outside of the driver’s seat. Lexus owners enjoy exclusive experience benefits under the umbrella LexusCare. In the company’s own words, “From discounts at luxury spas, hotels and resorts to premier culinary events and wine tastings, Lexus owners can indulge in a variety of experiential activities that are sure to delight and invigorate their senses.” These perks ensure that Lexus customers are well cared for, both on and off the road.

25. Target

Target is an American retail corporation with stores chock full of clothing, accessories, tech products, groceries, and everything in between. Target shoppers often agree that they don’t go into Target with a list or a plan. When they enter a Target, it’s almost as if the store instantly syncs with shoppers’ unspoken needs and magically guides them through a maze of aisles, uncovering all the things they never knew they always wanted. And just like their unforgettable logo, the store is remarkably good at hitting a bullseye.

As someone who loves Target, I can attest that going there is always an experience. Target has developed and partnered with several brands that offer quality products at prices that are affordable. Target also offers rewards programs and discounts, customer-friendly return policies, and let’s not forget that many stores partner with Starbucks! In-store shoppers can sip on their favorite beverages while browsing their favorite brands.

26. Freshworks

Freshworks is a cloud-based customer relationship management platform that specializes in providing software as a service (SaaS) to small and medium sized businesses around the world. Their robust software roster includes products such as Freshdesk, Freshchat, Freshservice, Freshsales, and more. It is truly an all-in-one answer to an assortment of needs.

The Freshworks development team is known for creating personalized solutions for based on the specific needs of their customers, and they adhere to a customer first approach where multiple team members may jump in and work together to resolve a customer’s issues. There are also a ton of customer stories detailing how Freshworks helped keep operations afloat via their software in a number of amazing ways.

27. Best Buy

Similar to Apple’s Genius Bar, Best Buy has a “Geek Squad” service that can assist customers with technical issues they may be having. Customers can meet with the Geek Squad in-store, or they can call their mobile unit to make house calls to help repair bigger items like TVs and major appliances.

Best Buy also offers trade-in programs and recycling services that make it easy for customers to get rid of old products like computers, cell phones, cameras, vacuums and more, and receive discounts on certain items just for recycling! At most Best Buy locations, customers can recycle up to three items per household per day. If a customer doesn’t have a Best Buy nearby, they can take advantage of their Mail-In Recycling Service and still reap the benefits.

28. Walmart

Like Target, Walmart is an American multinational retail corporation with stores that can be found all over the world. Walmart offers many types of products at discounted rates, which appeal to a wide audience of shoppers. Famous for their rollback discounts, which are temporary price reductions on a wide range of items, Walmart also has a price matching policy, which guarantees shoppers the chance to bring in competitor advertisements to receive the same price in-store.

Many Walmart stores are also open 24/7 which provides flexibility for customers to shop at various times, including late nights or early mornings.

29. T-Mobile

T-Mobile is a popular mobile telephone company and is the second largest wireless  network in the United States. People love T-Mobile for their features such as unlimited data plans, no contracts, and various incentives and promotions including their “T-Mobile Tuesday” promotion which offers T-Mobile customers freebies and discounts every Tuesday.

Alongside their innovative features, customers have grown accustomed to the reliable and efficient sales and support teams at T-Mobile. Whether setting up a new phone or looking for assistance with a tech issue, working with staff who are friendly, receptive and knowledgeable is an asset to any business, and the best way to solidify your reputation.

30. Kohl’s

Kohl’s is an American retail chain with over a thousand locations nationwide offering clothing and accessories at an affordable rate. Kohl’s is most widely known for their “Kohl’s Cash” – a loyalty program where customers earn cash back in the form of coupons for future purchases based on their spending.

Customers of Kohl’s can rely on the fact that no matter what store location they’re shopping at, they will be met with consistent inventory, great prices, friendly faces and employees that are always happy to assist shoppers with whatever they need.

Conclusion

Customer service plays a significant role in shaping the success and longevity of any sized business. It serves as the cornerstone of building strong relationships with customers, fostering brand loyalty, and ultimately driving revenue growth. By prioritizing exceptional customer service, businesses can stand out among competitors, enhance their reputation, and create positive experiences that extend beyond everyday transactions.

Join the worlds best customer service companies and try SAS for free!

The post 30 Companies With the Best Customer Service (With Key Takeaways) appeared first on SAS Call Center.

Is there a difference between telecommuting and working remotely?

While telecommuting and working remotely are very similar in nature, there is a slight difference. Working remotely implies that the employee is in a separate geographic location than the business itself. For example, an employee living in Pennsylvania but working for a company located in California would be working remotely. On the other hand, if an employee is mainly working from home in the same geographic location as the business and can perform on-site tasks, as needed, they would be considered a telecommuter.

For business owners, bringing telecommuting to the table is not as easy as you might think. There is a mixture of elements to take into consideration, and the correct setup requires time. But who has time when half the planet is on lockdown and your customers need you yesterday?

If you already have a well-established remote workforce, then your organization is equipped to handle anything that the COVID crisis can throw at you. However, for businesses that are suddenly switching gears to try and adapt, keep reading. It’s a mind-bending task to immediately move your customer support team to work-from-home during a global pandemic. Power through these lessons to be learned, and your staff will be on their way to teleworking success.

Internet Access

The first caveat of an impromptu remote workforce is Internet connectivity. Not everyone has the financial means to afford home Internet. And while people may be connected to the web on their smartphones, it doesn’t mean that those devices are designed to accommodate any number of activities that are required for your business. What are your options?

Wi-Fi Hotspots

Many cell phone providers offer tethering, turning smartphones into Wi-Fi hotspots that can be shared by other devices within range. Some of your employees may have this as a part of their monthly plan. If they do not currently subscribe to a hotspot service and it is an option via their provider, it could be added. However, whether it is already set up or an add-on, bear in mind a couple of things:

1. This is an expense that your employees will incur to do their job. Expect to reimburse them in full.
2. Depending on the service, there may be data caps and slower speeds, and connectivity is also impacted by spotty cell service. That being said, it may not be ideal for your business’ needs.

Free Home Internet

In response to the coronavirus crisis, Comcast is offering two free months of service for new customers who sign up by May 13, 2020. A mountain of other cell phone and Internet Service Providers (ISP), including giants AT&T and Verizon, also agreed not to terminate service for 60 days and waive late fees for existing customers who are unable to pay their bill as a result of this situation. You can see a list of participating providers in this press release from the FCC. If the COVID crisis stretches beyond the free service window and employees still need home Internet, regular rates will apply. Still, take advantage of the offer while it’s on the table.

Hardware & Software

Once you have the Internet piece squared away, it’s time to talk about hardware and software. We’ve already established that not everything can be handled from a smartphone. So, do you actually have the hardware to do the job away from your brick-and-mortar establishment? And if you do, can staff access business applications via a Virtual Desktop Infrastructure (VDI) or by logging in to individual websites? Ask yourself these questions:

Does your staff operate from laptops that they can take home with them?

• If they are taking equipment home with them, is their home setup compatible with their work equipment?
• If office equipment is not mobile, can they use their own PCs, Macs or tablets?
• Laptop Setup: If a work laptop will be used, provide, at a minimum, a power cord and USB mouse. If separate monitors are available to take home, provide the proper cords and docking station, as well as a separate keyboard. If a personal laptop will be used, whenever possible, provide a USB mouse, separate monitor, cords, docking station and separate keyboard, if these are not already a part of the employee’s at-home workstation.

Do you have a cloud-based CRM and ticketing system, such as Zendesk, NetSuite or HubSpot, so that everyone can access data simultaneously?

• If you do not have a cloud-based CRM and ticketing system, and strictly rely on a shared email inbox, how will you determine who handles what?
• Do you have a triaging procedure to label or flag messages that require an immediate response? Or a system to label requests as pending, and file them away once they have been addressed?

Will your staff be able to take VoIP phones home from the office?

• If the home Internet connection bandwidth is fast enough for VoIP, contact the ISP to ensure that the office VoIP phone is compatible with service. Then, provide the phone and handset or headset, power cord, and an Ethernet cable that is long enough to reach the workstation.
• If the employee will be converting their home phone to a VoIP line, they will need an Analog Telephone Adapter, which can be purchased separately or may be available via the ISP.

If employees will not have a physical VoIP phone, are you using a cloud-based phone system (aka softphone), such as RingCentral or Grasshopper, that enables you to make VoIP calls from your computer?

• If you are not using a cloud-based phone system, are you prepared to foot the bill for employees making and taking calls from their cell phones?
• Can you provide headsets so that background noise can be easily muted?

Both hardware and software availability are clearly deal breakers. After all, it doesn’t much matter if you have the Internet if you have nothing to connect to it.

Data Security

One of the most obvious and pressing concerns about instituting a work-from-home protocol is data security. When it comes to hardware, even if your business can operate via a secure VDI, malware is a potential issue. And that does not speak to the hackers and other security breaches that are lurking in the background on personal gadgets that are not adequately protected, just waiting to siphon the next bit of useful data. So, some things to consider:

• If employees will be borrowing company laptops, be sure that they are all firewall-protected and include updated antivirus software.
• If employees will be using personal devices, your IT team will need to remote into those devices to check their security controls, install firewalls and antivirus software, and install any other applications that will make working from home feasible. Depending on the size of your remote workforce vs. the size of your IT department, this may take up a considerable amount of time and resources. Plan accordingly.
• For cloud-based applications, switch all platforms to two-step verification, if possible. This ensures that even if usernames and passwords fall into the wrong hands, sites are not accessible without a security code provided via a secondary process, such as sending an SMS to a cell phone or a verification message to an alternate email address.
• Employees will need to safeguard their home office Wi-Fi connection by changing the password and adding security questions or two-step verification as a log-in requirement. It also goes without saying that employees must avoid working from public places with free, unsecure Wi-Fi.
• Data visibility concerns while telecommuting must also be brought to light, and common sense practices can help mitigate any such intrusion. For example, remind employees to: not leave computers unattended; log out of all systems when stepping away; and use monitor privacy screens if there are others in close proximity to the workstation.

If your business uses a PCI-compliant call center, or if your staff processes orders and takes payments over the phone, information security must be addressed at every level of the organization, especially if employees will be doing the same work remotely. The Payment Card Industry Security Standards Council has put together a list of best practices for maintaining the safety of payment card data. Though geared towards PCI-compliance, the evaluation procedures outlined are a worthwhile read for every business owner. And if you are working with a call center, check with your account manager to confirm that the appropriate protocols are in place for their remote agents.

Insurance & Liability

Every workplace has certain liabilities. Business owners maintain insurance coverage, such as General Liability, Property, and Workers’ Compensation, to protect themselves from a number of issues. Potential liabilities at the primary office, such as adequate ventilation, lighting, and ergonomics, are managed. A home office may not specifically be in the business owner’s control – but ultimately, the employer is responsible for ensuring that the employee’s at-home working conditions meet the same standards as the primary office.

In the throes of the current global pandemic and trying to cobble together telecommuting for your organization, chances are that researching whether an employee could file a workers’ comp claim for falling down the steps to their home office is not on the to-do list. Well, it is now. Specific guidelines for work-from-home staff must be developed, and all remote workers need to sign the agreement. This might include information such as how and where to properly set up a workstation, when and how long to take breaks, requiring working smoke alarms, checking for any potential electrical hazard, and more. If initial and continued inspection of the home office premises is not possible, a self-certification checklist should be completed by the employee and maintained with your HR department.

Work-from-Home Policy Resources

Telecommuters are no longer bound to the confines of their desk, cubicle, or office. Ah, sweet freedom! But what if all that extra freedom becomes a giant distraction that sharply reduces productivity? Designing a system that creates a seamless home office experience for your staff will encourage success, growth and stability in an otherwise uncertain time. We’ve compiled a few resources below that will help you develop your own WFH policy:

• Need to Create The Perfect Work From Home Policy? These 3 Sentences Are All You Need: Simple and straight to the point, this policy highlights the 3 main talking points of any successful work from home policy.
• 11 Essential Tips to Managing Remote Employees: This guide will give you complete insight into working remotely and managing teams from afar, including how to make the best out of challenging situations.
• 6 Ways to Keep Your Team Productive While Working from Home: Productivity is key in maintaining a successful operation.  Make sure your WFH policy encompasses these features to ensure team members are staying productive.
• How to Create an Effective Work-From-Home Policy: Allowing your employees to work from home doesn’t automatically mean success. First, you must create a policy that works.
• A Guide to Managing Your (Newly) Remote Workers: If this is your first time managing remote employees for an extended period of time, make sure you’re following these tips for success.
• Top 15 Tips to Effectively Manage Remote Employees: Another great resource to help manage your work from home employees.
• 5 Ways to Make Work From Home Successful: Adapting to a work from home business model can be challenging. Set your team up for success by following these guidelines.

So, what have we learned? To sum up, anything that is a concern at the primary office is a concern at a home office, which is essentially an extension of your business. When you have a cohort of people working for you, launching a work-from-home program is way more involved than simply flipping open your laptop. If you haven’t set up your remote workforce yet, the above lessons will give you a clear path to follow to ensure a successful run. On the other hand, if you already have employees addressing customer support concerns in their pajamas and these lessons have alerted you to some loose ends, it’s time to cinch things up. During the days of COVID-19, enabling telecommuting is a tremendous benefit, if you run the type of business that allows for it. Just be sure to protect your business and your staff in the process.

The post 4 Essential Considerations for Work-from-Home Staffing appeared first on SAS Call Center.

If you’re a 2 person small business or a 2,000 employee behemoth, your customer is your most important asset. The secret to growing your company is being able to maintain a high customer service level despite how small (or how large) your operation may be. If you do things right, the first customer you acquired could still be using you 10, 20, or even 50 years later! Want to know how businesses do it? It’s easy – call center services.

Call centers help businesses maintain a high level of customer service without the businesses themselves having to hire their own in-house staff for customer service. And, with that power at your disposal, your customer service can be reactive, proactive, and educated. Here’s how call centers can help your customer service success:

1. Inbound customer service without business hours

Most call centers are available and staffed 24 hours a day, which means your customer service doesn’t need to be limited by traditional business hours. Your customers will always have someone to talk to even when your business has closed for the night.

Being available 24/7 means you are catering to every customer type – those that will call during business hours and the ones that will reach out to your business once they’re done with their own. And yes, you’ll even be available for those middle of the night 3 am type emergencies. 24 hour coverage shows you care about every customer.

2. Make your customer service employees more productive

While your call center agents are answering the phones, your in-house staff will have more time to work on more important tasks – making your staff much more productive. Call centers can reduce the burden on your in-house staff by:

• Answering questions on your behalf: Questions like what type of services do you offer, what is your pricing structure, when are you available, etc. are easy questions your call center can answer without having to take a message for a return call.
• Troubleshooting basic issues: When call center agents are given the opportunity to assist with basic troubleshooting requests, customers are able to be helped on the first call.
• Decreasing call backs: Call center agents will help cut down on the amount of calls you and your team will have to return and handle, which means you can really focus on the big stuff.

3. Centralize all of your customer communication

In order to stay organized, businesses need to compartmentalize different tasks and create departments that handle those tasks, like billing, customer service, etc. Where this can be a maze for customers is when each of those departments has independent contact data.

Instead of making your customers memorize a bunch of different numbers, create a single point of contact for your customers no matter the issue. For example, setting up a front end IVR to direct calls based off the caller’s response or input will help centralize all points of contact and streamline calls.

4. Easily sift through call data to find weak spots

Call centers are chock full of reporting data which can be used to your advantage. For example, you can look for trends based on call disposition to see how new processes may be implemented to improve the customer experience. Here is some other important data you should be paying attention to:

• Call Result: This may go by different names depending on your service provider, but the objective is the same; to capture and categorize what customers are calling for. For example, this month, an HVAC company may have had 65% of calls result in a scheduled appointment, 25% result in messages taken, and the last 10% were questions that operators were able to handle via programmed FAQs.  For a business that wants to decrease the amount of messages taken, they need to train operators to handle more tasks. They should look to their current call result stats and decide what needs to be added, like some basic troubleshooting capabilities.
• Call Traffic: Being aware of trends in peak call traffic to your business is a great tool to use to help yourself plan ahead. When you know that your business is receiving the most amount of calls during 10am-2pm Monday through Friday, you can schedule your in-house employees accordingly. That way you’re never over or understaffed at ill-opportune times.
• Call Length: If your call center charges by the minute, you should be able to access information that shows just how long your calls are taking, especially when taking your customers into consideration. While it may be helpful to have your call center agents gather a lot of information, it may be frustrating for your customers if they’re not up to answering a bunch of questions.

5. Periodic outreach to take your clients temperature

If you want customers to stay loyal to your business, you need to reciprocate the loyalty. Whenever you need, call center agents can make outreach calls to your customers to check in to see how things are going. They can gather feedback from customers, engage in customer satisfaction surveys and ultimately keep the line of communication open between your customers and business.

If customers are having issues, have questions the operator’s can’t answer or want to talk to someone about their account, call center agents can transfer the call over to the correct person. This proactive approach to customer service will certainly keep your customers around.

SAS Call Center helps businesses like yours keep customers happy with live customer service. Learn more about our call center services and explore how SAS can help your business.

The post How Call Centers Help You Focus on Every Customer appeared first on SAS Call Center.

While many companies will recover from this current pandemic, hundreds of small businesses are feeling overwhelmed. Customer service teams are dealing with spikes in customer service requests for information and service changes – and even cancellations and refund requests from customers who are just unsure of what to expect in the future and planning for the worst. Maintaining communications with your customers is essential, and not easy. While business can’t control what happens in the world, they can control how they respond to it — which is why emergency call center services are an essential part to any business continuity plan.

If you are looking for a call center to handle your crisis communication, here are 5 characteristics you should be looking for to reduce the impact of the situation, any situation, on your customers.

#1. Emergency dispatching experience

People need communication during emergencies. When selecting a call center, you’ll want a center with experience handling emergency communication. Call centers can help alleviate your communication bottleneck by fielding and screening phone calls which can be funneled efficiently through your pipeline. While emergencies will vary from business to business, here are some questions to start with:

• What experience do you have dispatching during emergencies? Check what type of industries the call center is familiar with and what type of dispatching experience do they have within those industries. Not only is this helpful when assessing if the call center can work for you, but it’s also helpful to see how other businesses in your industry are handling their dispatching needs.
• What dispatching methods do you have? Many call centers offer multiple types of dispatching methods, like transferring while the caller is still on the line, hanging up with the caller and reaching out to your on-call staff, and sending messages via text, email or page.
• Do you have protocols in place to determine what is an actual emergency? If a caller is not having an emergency, the call center operator can help diffuse the situation, answer questions, create support tickets, etc. You’ll want to see what types of flexibility they have in their scripting to help determine what is an emergency and what can wait.

Once you’ve gathered information about how the call center handles emergency dispatching, you’ll be more confident in your crisis communication planning. The next step is to make sure the service has protocols in place to handle spikes in volume.

#2. High volume ready

In the initial days of any crisis, it can be an all out scramble for customers trying to find out as much information as they can. Are you still open? Can I get a refund? What models are involved in the recall? Whatever the request, you’ll need to make sure the call center has enough agents to handle the traffic. You’ll want to ask questions like:

• What happens when there is a spike in volume? When there is a spike in volume at the call center, your callers may experience a queue, or hold time while the floor supervisors work on moving agents around and changing distributions. Your callers could hear music during this time, or you may be able to insert your own custom hold greeting to play.
• Are there limitations on how many calls you can accept on my line? To protect their other clients, call centers may place caps on a line so they can only accept a certain amount of calls at a time. Any calls in excess of this number may ring busy or just be queued. You’ll want to find out what this number is, how easily can it be changed, and if there is a chance your callers will hear a busy signal when they call.
• Do you have work at home agents that can step in if necessary? Most call centers employ at least some remote agents that are able to handle your calls from home. In a situation like the current pandemic, work at home agents are necessary to provide continuity at the call center.
• How much notice would we need to provide to ramp up to handle calls? While call centers would typically ask that you provide them with a 2 week notice if you are expecting a higher call volume, emergencies don’t give notice. You’ll want to check with the call center on how quickly they can scale their workforce and adapt to the volume.
• If there is a wait time, do you offer a queue call back system? Not all call centers offer this feature, but many, including SAS, do. A queue call back system allows the caller to wait for a call back without having to actually wait on the line. They can disconnect and continue on with their business, and then once an operator becomes available, they can call the customer back.
• Are you staffed 24/7 or just during business hours? Most call centers are available to answer your calls 24 hours a day, 7 days a week. However, the heaviest staffing periods are only during high traffic periods. This model works well for US based companies, but if you are an international company, you may want to discuss the possibility of staffing during off peak hours.

With staffing models and emergency dispatching out of the way, you’ll want to see if the call center can speak your language.

#3. Multilingual support

Your customers count on you during a crisis even more than usual. There can be a lot of confusion and panic, and depending on what line of work you’re in, you may tend to see more of it than others. In order to help minimize stress and offer a sense of structure, including multilingual support for your customers is a must. If you anticipate multilingual communication, don’t leave customers without a shoulder to lean on during a crisis. Speak with your call center to see if multilingual call center support is something they offer.

• What languages do you offer customer service in? Most call centers offer both English and Spanish speaking customer service agents, but some may offer support in other languages as well like French, Mandarin, German, etc.
• Is there any additional cost for bilingual or multilingual agents? Just because a call center offers bilingual or multilingual support, doesn’t mean it’s free. While bilingual operators are easier to come by, multilingual operators are not. So, your call center may charge a premium to utilize those agents.
• Do you use a translation service for anything outside of the languages you are able to handle in house? If a call center is not able to provide multilingual support, they might be able to use a translation service to help during times of need. However, this service may also come at a premium.

With the ability to service customers in any language, you’ll need to make sure your call center is able to be there when you can’t.

#4. A solid call center crisis communication plan

Delivering constant support in a crisis is a must. That is especially true for call center companies who must maintain a high-quality level of customer service in any crisis without compromising their standards. Here are some questions you should be asking.

• Are your systems premise based or cloud based? A premise based call center system is installed locally on a business’s computer or server, whereas a cloud based system can be accessed via web browser. The difference is that customer data through a cloud based system can be accessed anywhere, but an on-premise system can only be accessed on the actual premise of the business. It’s important that most call center systems are not premise based in the event of a fire or other natural disaster that may result in a catastrophic failure.
• Do you use work at home agents? Call centers often utilize remote work from home operators, which means you don’t have to worry about employees getting sick or having to call out, which means your phones can still be answered and your customers can still be helped.
• Is it possible for you to lose power? A call center’s main job is to maintain contact and communication with its customers, so having a solid back up plan in the event of a power outage is a must. A solid call center will rely on multiple back up generators to help keep power flowing in the event of an emergency.

Now that you’ve discovered how equipped your call center is to handle a crisis, the solution needs to fit into a monthly budget.

#5. Price that fits your budget

Call center pricing varies greatly. While some centers require contracts, others can be setup quickly and operate on a month to month basis. You’ll want to ask the following questions pertaining to call center cost:

• Do you require a contract? Contracts can be good or bad, depending on your view. If your call center does require a contract and a call center service is something that you foresee needing for sometime, make sure you negotiate a low price for a long term contract. If you don’t anticipate needing a call center for a length of time, inquire if they offer something like a temporary call center with no contracts so you can provide communication continuity in a crisis, and then cancel once things go back to normal.
• If we need a quick setup, what are your options? If you’re in a pinch and need help answering calls or handling customer communication, call centers may be able to get you up and running in about 15 minutes or less – depending on your needs. Additionally, most call centers offer a base package to start with so you won’t have to worry about spending too much. If you are worried about adding extra expenses during a time of crisis, think about it like this; The more accessible you are to your customers, the less likely they are to abandon ship, which means you won’t have to kiss valuable income goodbye.
• Do you have a low package so we can keep the service active in case of emergency? If you don’t need the service every day but want to have something set up in case of emergency, see if your call center can put you on the lowest possible package to help you save money. Low packages typically don’t include a set allowance of minutes or calls, but if you’re only keeping it active for emergencies, then you most likely won’t incur many charges.

Although a crisis may drag on and seem like it will never end, eventually the world resets back to normal. Whatever customer service call volume you’re experiencing now will inevitably go back to normal. With preparation beforehand in selecting the best call center service, you can help your team cope with the unexpected.

The post 5 Characteristics Of A Crisis Communication Call Center appeared first on SAS Call Center.

Technical support and desk call center services make it easy for any small or medium sized business (SMB) to build strong customer relationships without an enterprise class investment in customer service. Using call center agents to manage your voice or chat channels gives small businesses the opportunity to provide better customer service at the lowest price point – all while improving the overall customer experience.

So what characteristics should a technical support or help desk call center have to make sure you’re developing the best customer experience? What should you look for when comparing vendors? We’ve listed the top 6 characteristics you should be looking for below:

1. Multi-channel

Offering multiple channels of communication for your customers is no longer just an option for businesses, but a necessity. In a 2017 Customer Service report, 66% of surveyors say they actively use 3 or more channels to correspond with a business and 52% responded that their interaction with a business starts online. These types of data trends prove just how important it is for businesses to change gears and adjust how they interact with customers.

For businesses that look to call center outsourcing, it’s equally important that those service centers can also provide omni-channel communication options to both their customers and their customer’s customers. Here are some channels call centers use to optimize customer communication:

• Phone: While it seems like offering phone support is a no-brainer, more and more companies are actually ditching telephone support and focusing on channels like email and live chat instead. This may seem like a step in the right direction for customer support, but is actually a huge disservice. Many people express themselves better verbally or just don’t have the resources to communicate with your business online. If you don’t have the budget to include phone support in your office, call centers offer a cost effective alternative to give your business a live voice for customers to talk to 24/7.
• Email Response: Monitoring and responding to emails is a time-consuming task that many professionals tend to put on the back burner or deal with twice – at the beginning and the end of the day. However, failing to respond to customer requests quickly is a great way to lose opportunities. If you and your employees are struggling to respond to emails in a timely manner, your call center can help. Simply route your emails to the call center and they’ll follow the specific protocols you’ve set up. For example, some emails may just need a general response to a question, while others may require an in-house employee to step in and take the lead. A help desk call center can help you and your team weed through and prioritize your inbox!
• Live Chat: Live chat is one of the most accessible channels of customer service and often  the preferred method of communication. Live chat makes it easy for customers to multi-task and get instant answers they may not have been able to find online, and is a great way for businesses to bridge the gap between customers who would rather call for support, and those who would rather fill out a support ticket and communicate via email. Live chat outsourcing helps build better customer relationships and allows your brand to become more accessible.
• Text response: Similar to live chat, offering text response as a means of communication for your customers is a great way for your call center to help answer simple questions that may not warrant an email or a call back. Additionally, many people, especially Millennials, are more prone to texting than they are to picking up the phone and calling someone. For this reason, offering text response as an option may be the reason a customer decides to stay with your company instead of moving on.

2. Integrated

One of the ways help desk call centers actually help your business is to eliminate data entry work. Call centers do this by offering integrations into the software you’re already using in your business. An app integration system allows you, the user, to connect whatever in-house software you’re using with your call center. Once your system is linked up and your settings are configured accordingly, all data gathered by your call center agents can push through the integration and populate on your side.

Implementing integrations with your call center allows the operators to take on more responsibility while handling your calls, and minimizes the amount of time-consuming work your in-house team have to worry about. That means no unnecessary data entry, which means more time focused on closing leads and providing undivided customer attention.

3. Scripting

Your call center script is the glue that holds everything together, as it’s what the operators use to effectively handle your calls. So, it’s important to understand your call center’s capabilities and limitations in terms of what they can and can’t do in order for you to provide the best possible care to your customers. Here are some great talking points to discuss with your call center:

• Once I create a script, can it be changed? Since nothing ever stays the same for long, you’ll want to make sure your call center can effectively update your script in a timely manner. For example, if your pricing or services changed, is it possible to update your account with new information? If so, how quickly can changes go into effect?
• Are you able to handle calls the way my staff does? Customization is key in providing specialized care to your customers. For example, a medical practice may want to screen callers based off their insurance provider, whereas an HVAC company may want to screen callers based off residential or commercial requests. While your call center may not be able to handle calls exactly the same way your in-house staff would, they should be able to replicate the most important aspects of your protocol.
• Can I include an emergency protocol?: In the event of an all out catastrophe, you’ll want to make sure your help desk call center can include an emergency protocol within your script. If a caller checks off all the necessary boxes, allowing your call center agents to transfer the call to your in-house team could be the action that saves that customer from quitting. Having that immediate connection can help diffuse a situation a lot quicker than making an upset customer wait for a call back.

4. Escalations

Call centers are equipped to handle calls for many different types of industries, including those whose customers may require tier 1 help desk troubleshooting. For example, a computer software company may want their call center to screen callers based off the severity of their issue, and walk the customer through a simple troubleshooting process before escalating.

Depending on your specific needs, your help desk call center should be able to implement a call handling protocol that will make sense for the agents and also help cut down on the amount of call backs your in-house team have to make. As long as your call center agents have a scripted workflow they can follow, they should have no problem helping callers with password resets, troubleshooting known error codes or assisting customers with logging in, while more complex issues can generate a support request to a more experienced team member.

5. Location

When many people think of outsourcing, they immediately think about businesses delegating jobs to workers overseas. However, there are many outsourcing opportunities in the U.S. as well. We’ve broken down a few pros and cons for each below, but it’s up to you to decide what will work best for your business.

Overseas Outsourcing: Pros

• Lower labor costs and upkeep: A huge benefit to outsourcing overseas is the money you’ll save in labor costs. Generally speaking, overhead and employee costs overseas are much cheaper than they are in the U.S, which means your business could turn a much larger profit due to the savings.
• Access to larger pool of workers: Typically, businesses outsource jobs to underdeveloped countries, which means there is a large pool of potential employers in the market. Because of this, the more job opportunities a business is able to provide to underdeveloped or lower income communities, the more resources become available which can help bridge the gap between the poor and the wealthy.

Overseas Outsourcing: Cons

• Quality control oversights: While outsourcing overseas has it’s ups, it’s also got it’s down, one of them being quality control. When a business outsources work to another country, they relinquish a great deal of control over operations. This change in the system can sometimes be a detriment to the overall quality of service that is provided, and may have a negative effect on business.
• Communication barriers: Another downside  of outsourcing overseas are the communication barriers and the effect that has on your customer service. Typically, when customers call your customer service line, they’re reaching out about an issue or concern they’re having. If they’re having trouble communicating with your agents, chances are they’re going to become more frustrated which could increase their chances of cancelling.

US Based Outsourcing: Pros

• Keep a local presence: Just because your business is outsourcing doesn’t mean you need to give up a local presence. Outsourcing to a US based company is a great way to minimize the cultural divide and is typically better received by customers.
• Affordable pricing options: While outsourcing overseas may be cheaper than outsourcing in the United States, it’s still a more affordable option than hiring more in-house employees. When working with a call center, you won’t have to worry about paying for overtime or other employee costs like benefits, insurance, etc. In addition, US based call centers offer competitive pricing and can typically size up or down with your business accordingly.

US Based Outsourcing: Cons

• Less control over quality assurance: Similar to outsourcing overseas, business owners may experience a shift in quality control. However, the shift seems to be less noticeable when outsourcing within the same country as opposed to overseas. This could be because technology in the US is more advanced, allowing businesses the opportunity to listen to calls themselves and rate operator performance.

6. Language

The United States is a melting pot of different cultures, and many people living here speak multiple different languages. As a business owner, you’d be foolish not to try and cater to such a large potential audience. While many businesses may not have the resources or funds to offer bilingual or multilingual services in house, call centers are able to step in and help without breaking the bank.

Bilingual  call center operators are able to handle all of the same tasks as any other operator, and service providers don’t typically charge that much to include a bilingual option in your plan. If you’re looking for a way to reach a wider customer base without spending an arm and a leg, utilizing a bilingual call center service is a great place to start! Finding a call center that offers multilingual services like French or Mandarin may be a bit harder to find, and may come at a premium cost due to availability or accessibility.

If you find the best help desk call center for your business, you’ll be able to grow naturally with them without having to worry about seeking new providers when you don’t have the bandwidth to make a change. SAS Call Center offers help desk call center services that can be your stand alone help desk, or your Tier 1 front lines.

The post 6 Characteristics Your Help Desk Call Center Needs For The Best Customer Experience appeared first on SAS Call Center.

Customers are always going to contact you with issues or questions. They’re calling you, they’re texting you, they’re live chatting you, or they’re emailing you. If they need you, they’re going to get you one way or another. So how can you make your company immediately available to your customers without sacrificing profits or management resources? Call centers!

Talk to any large company and ask how they manage their customer service. You’ll probably hear stories about how these businesses initially struggled with launching their customer service until they discovered call center outsourcing.

Working in the call center industry, I’ve seen a lot of efforts to make outsourcing work, sometimes with poor results. Understanding more about call centers can help ensure a successful outsourcing experience.

Call centers will positively impact your customer service

If you’ve talked to anyone in the call center industry, you’ve heard the pitch about how call centers can improve your business processes. Better customer service. More closed sales. But what is the reality for using a call center as part of your business strategy?

At some point in your life, you’ve interacted with a call center. If you’ve ever called a business asking about the status of a recent order or called your healthcare provider about a bill, you’ve probably dealt with a call center.

Large and small businesses alike use call centers for activities outside of customer service, like sales, dispatching, scheduling – almost any business process can be outsourced.

3 tips to transition to call centers

Any change is difficult. In a small business, sometimes changing the toner in your printer can be a chore. But, once you see how call centers can lower costs and improve customer service, the conversation of deployment starts to change from if to when. Here are some tips I feel will help your business get started using call centers.

1. Make time to train your employees on the call center system

Call centers make your business life easier. However, if you don’t put the time into training your own employees on how to properly work with and understand your call center, outsourcing can quickly turn chaotic. While your employees may not need to know everything about how the call center works, here are some things that everyone should be familiar with:

• Know who to call: Every now and then an issue or question may come up that requires a team member to get in touch with the call center support team. If the primary person typically in charge of this task is out, the rest of your team should have a protocol in place. They should know the phone number or email address to reach out to, who to ask for (if they have an account manager), the hours of operation, and typical response times for mission critical issues. Make sure this information is accessible and up to date.
• Know what to do when lines aren’t connecting: If your phones are not connecting to the center, your team should know some basic information like how your lines connect to the center (i.e. are you manually forwarding to the call center each day before you leave the office, or is it set up on an automatic schedule through your phone provider) and your forwarding number in case the lines become disconnected. If you are manually forwarding to the call center, your team should know how to do this. The forwarding procedure varies depending on phone providers, but typically you enter in *72 on the keypad followed by the forwarding number.
• Log into your portal to check messages: If your call center offers online access, create users and train those users how to access the system. Having portal access is great for allowing your employees to log in to check their own messages, make notes for each other, and prioritize call backs as necessary.
• Log into your portal to make updates:  Understand the technology the call center offers and how to navigate it. For example, if it’s after hours and the on-call person can no longer cover their shift, your employees should know how to log in and make the update themselves instead of waiting around for customer service to handle the changes.

2. Start by outsourcing your easiest task, then increment from there

Training a new employee is like getting into a cold pool – a little at a time is always better than jumping in. The key to successful new hire on boarding is to start training them with the basics, and then gradually increase their responsibilities as they learn the ins and outs of your company. The same concept is true with your call center.

For example, you may want to start with outsourcing basic message taking. With this, call center agents are just gathering general information from your callers and sending the message to your team to handle. Then, as you become more familiar with the strengths and weaknesses of your call center, you may want to add in some specific departmental protocols. These can include transferring hot leads to an in-house sales member, handling tier 1 troubleshooting for support issues, outsourcing order taking or returns processing, and more.

3. Consult with your call center to develop a strategy for complex deployments

The project manager at your call center knows their stuff. They’ve seen everything, and chances are, they’ll know how to handle whatever complex programming you decide to throw their way. While there may be some inflexibility in what can be outsourced well, they can certainly come up with a solution that will work for both you and the call center agents.

For example, maybe you want your call center to log into your CRM software and update customer records accordingly. Unless you’re utilizing dedicated agents, or agents that are assigned to handle  your calls only, a shared call center may not be able to handle this request. However, they may offer an online portal that allows you to integrate your CRM software so that agents can update customer records indirectly through the integration instead of logging in directly.

Moving forward with outsourcing

Call center outsourcing continues to increase with how important customer service is becoming as a differentiation factor. Call centers make it easier for customer service teams to grow rapidly and for sales teams to have better communication with their prospects. SAS Call Center makes outsourcing easy. Read more about our inbound call center services to see what we can do and to decide what you want to outsource.

The post How Any Business Can Get Started With Call Center Outsourcing appeared first on SAS Call Center.

If you’ve ever used a call center before with limited preparation, you know what we’re talking about. Without proper planning, outsourcing can feel limiting and uninspired.

Fortunately, there’s a formula the best call center kickoffs use to guarantee a successful experience. If planned correctly, the call center can continue to drive meaningful change to your business. In this post, we’ll define the term call center kickoff, and explore the 4 things businesses need to get right to make sure their kickoff is successful.

What is a call center kickoff?

We define call center kickoff as a pre-launch checklist you need to verify before you start sending call traffic to your inbound call center to manage. This isn’t a pre-planning meeting, i.e. which call center should we choose for our business. The kickoff means you’ve already secured a call center. For the kickoff, the intention is to get your business on the same page as the call center for how the two entities will work together to grow your business, create a better customer experience, or just ease your communication bottleneck. Kickoff is the perfect chance to:

• Discuss what prompted you to seek a call center provider in the first place
• Have a renewed discussion about what you expect from the call center
• Re-align your goals with what the call center is capable of delivering

Whether you have a small call volume or are using a call center to handle thousands of inbound inquiries, kicking off on the right foot is essential. Now, let’s talk about the 4 parts of a successful kickoff.

Review your outsourcing goals and know how you plan on measuring them

Goals are important, but without having a solid road map to follow to achieve them, they’ll just sit on the shelves and collect dust. When working with a call center, a good idea is to create goals that everyone on the team is clear with, and then devise a plan on how to achieve those goals.

For example, if your goal is to increase customer service, a plan to put into action might be to route calls to your call center 24/7, or implement additional communication channels such as live chat or email response. On the other hand, if your goal is to increase lead capture, you might want to focus on some outbound call center services like telemarketing or market research. No matter what your outsourcing goals are, a call center can help you achieve them so long as you have a plan!

Assign employees on your team to manage the performance on the call center side

As a business owner, you can’t feasibly manage everything on your own without losing your marbles every now and then. That’s where your staff comes into play. While outsourcing to a call center might mean that some tasks are being delegated to others outside of your business establishment, it doesn’t mean that your employees are totally off the hook.

A good way to make sure your call center agents are firing at the same capacity that your in-house team is by assigning one of your own employees to oversee all things call center related. Having one or two points of contact on your side will help streamline requests and correspondence with your call center. The designated employee(s) tasked with this responsibility can help keep all requests, questions and overall communication between your business and your call center organized and easily understandable. Here are some tasks your employees can handle that will help manage call center performance:

• Listening to calls: While your call center is responsible for handling quality assurance, your business also has a responsibility to ensure your customers are always receiving the best possible care. Having a designated team member spot-check random calls each day or week will help you and your team get a better idea of what your customers are experiencing, and if there are any issues that need to be addressed.
• Gather feedback from customers: Aside from you and your team, the people most interacting with your call center is your customers! So, asking for their feedback is a great way to gather valuable information. With this information, you can make adjustments that will help create a better call center experience for both your customers, and the agents handling your calls.
• Schedule script reviews: Every successful business follows some sort of “meeting schedule.” Whether it be once a day, once a week, or once a month, scheduled team meetings provided a great opportunity to address questions or concerns, pitch new ideas, and ultimately get everyone on the same page. The same should be done with your call center as well. Setting aside some time for periodic script or account reviews is a great way to refresh protocols and make adjustments as needed.

Review your script as your business processes may have changed

Much like in every day life, nothing ever stays the same in the business world. Business owners and managers need to constantly review data and make adjustments to help better improve the services and/or products they offer. Without improvement, there’s a good chance competitors can swoop in and steal valuable customers. For example, if a business owner finds that many calls are resulting in customer questions or requested call backs, they may want to adjust their call center protocols to provide the agents the resources they need to be able to help answer questions or schedule appointments accordingly.

For a business that is outsourcing to a call center, it can be easy to let some things fall by the wayside. However, in order to create a successful business relationship, regularly reviewing your call center script should be made a priority. This ensures that customer communication is as seamless and efficient as possible, no matter who is on the other end of the line.

Create a plan for updates, changes, and ongoing maintenance

When outsourcing to a call center, you never want to “set it and forget it.” With that mindset, you’ll undoubtedly cause unnecessary chaos for you, your team, and most likely your customers as well. For example, picture this scenario: You’ve recently increased your prices, but you forgot to let your call center know of the change. Customers are calling to schedule service and are being told the wrong information. Then, when they get their first bill, they’re totally dismayed that the price is different than what they were originally told. They’re so upset they cancel service and flock to the internet to write bad reviews. Doesn’t sound great, right?

While the example above may seem a little over-dramatic, the underlying point is the same; when you and your team are planning to make changes within your company, it’s equally important to create a plan of action when working with your call center so that both sides can be aware of what the other is doing at any given time. After all, team work makes the dream work!

The post Planning a Call Center Kickoff: 4 Parts to A Successful Launch appeared first on SAS Call Center.

So with all eyes on customer service, it can be daunting to know how to develop the best call center solution. Where do you start tapping into the power of hundreds of agents waiting to represent your business?

I’d start with 3 critical points that should be a priority for small business outsourcing their calls to an inbound call center: don’t have the call center do too much (unless you’re using dedicated agents), use the call center as your tier 1 group with tier 2 escalations to your in-house call center, and monitor customer feedback to forever improve the experience.

1. Know the limits of your call center agents

Call center operators are great, but they probably can’t do all of the same stuff your in-house employees can. Knowing the limits of what your agents can and can’t do is the first step in setting up your call center for success.

For example, if your in-house employees are currently logging into a software platform to manage customer data, the chances of the call center agents having knowledge or training on that specific platform is slim. Instead, see if your call center can integrate with your CRM platform so that way operators don’t need to worry about logging in or learning a new system. They can just gather the caller’s information, and then push the data through the integration which will update the records on your side automatically.

Another way to set up your call center agents for success is by not expecting them to know everything about your business, but arming them with the most important details which will allow them to help answer customer questions. For example, including a list of the most frequently asked questions is a great way to familiarize agents with your brand, and allows them to handle the small stuff while you and your team can focus on bigger tasks.

2. Use the outsourced call center as a front end to your own in-house agents

Call centers can be used in many different ways, and how you choose to use your call center depends on your specific business needs. Many businesses may find that they don’t necessarily need a call center to help callers place orders or troubleshoot issues, but rather to help route calls to the appropriate person on their team.

Some other alternatives would be to hire a receptionist or set up an automated system that allows callers to route themselves. However, hiring more staff is expensive, and automated systems can be more frustrating than not talking to anyone at all. Using a call center as a front end to your own in-house agents is both affordable and effective. Operators can provide a live voice to callers while making sure calls are always being routed to the appropriate person based off specific protocols you’ve set up.

3. Find improvements through monitoring and surveying

When we’re talking about customers, we want them to have the best experience possible. That’s why it’s so important to monitor your processes, gather feedback and make improvements as needed. One way to see how your call center is performing is by placing test calls to your service. This will give you insight as to what your customers are experiencing and may give you some ideas on how to better improve and streamline interactions.

Another way to gather feedback is to go directly to the source – your customers! Customers appreciate when their opinions are taken into consideration, and asking for their feedback will go a long way. Not only will you receive valuable information that will help improve your call center experience, but your customers will be grateful to be included and may even refer your business to a friend!

Are you already using a call center? The 3 points above aren’t just useful for customers looking to hire a call center, they are also great if you’re looking to revive and revitalize your current call center experience.

The post 3 Ways To Use Call Centers To Focus On The Customer appeared first on SAS Call Center.

Why can’t customers get the same level of service after hours like they do when they talk to one of your in-house staff? Customers are more often loyal to a company or brand because of the customer service they provide. Customer service is just as important as your product or service. So, if you’re outsourcing to a call center, great first step! If you’re not using the call center efficiently, shame on you.

In this article, you’ll learn about what a call center can do efficiently to help you establish the best outsourcing model for the best customer service. We’ve laid this out as a four-part action plan:

1. Discover all call center services available to you from your call center provider
2. Decide which of those services you should implement into your call center blueprint
3. Monitor customer satisfaction by tracking essential metrics
4. Engage with your call center to iron out issues

1. Give your sales rep a buzz and discuss what call center services are available that you may not be using

Believe it or not, call centers can do more than just answer your phones! They are great for handling all types of customer communication throughout many different channels, while giving your customers the same level of support they are used to receiving from your own employees. Here are some popular call center services that you might be missing out on:

• Emergency dispatching: If you run a small business, you may not have the budget or resources to be available to your customers 24/7. However, when your customers are having an emergency, you need to be there when they call. Call centers that offer emergency dispatching allow you to be there for your customers around the clock without breaking the bank. Integrating your on-call schedule with your call center is an easy way to make sure everyone is on the same page, and the right people are always being contacted.
• Automated support: As a call center service provider, we think that live support is the bee’s knees. However, automated support can be beneficial as it helps cut down operator talk time and lets customers help themselves. This is great for simple Q&A like checking their account status or checking business hours or your company address.
• Outbound calling: Cold calling leads can be tough. Instead, outsource those tasks to a call center while your in-house team focuses on closing hot leads and creating customer relationships. Whether you need B2B telemarketing, lead generation services or need some extra help with market research, call centers are great at handling your outbound communications.
• Bilingual support: Is your company international? Do you have a lot of Spanish speaking customers? Are you just trying to broaden your customer audience? Utilizing bilingual agents might just be the feature that sets your company apart from your competition. Bilingual agents can handle all of the same tasks English speaking agents can, and utilizing them generally won’t incur too many extra charges.
• CRM integration: If you’re entering customer data into your CRM after your call center gathers caller information, you’re not using your time wisely. Call centers that can integrate with the CRM platform you are already using want to help your business maximize productivity. Once you integrate your app, whatever information the call center agents gather can push directly to  your platform and update customer details in real time.

2. Decide what to implement and come up with a deployment timeline

After you’ve learned all of the features your call center offers, the next step is to decide what features to implement and how. While it may be tempting to implement multiple features at once, it’s a better idea to take it step by step. That way, you can address specific issues as they arise instead of having to deal with multiple issues all at once.

For example, adding an on-call schedule might be a feature you want to implement first so that your call center operators can dispatch urgent message after hours as soon as possible. Once you get your dispatching protocol squared away, then you might want to focus on integrating with your CRM platform. Having an idea of what features you want to use and when you want to use them will help you and your team stay organized, which will allow you to maximize productivity.

3. Listen to calls and get feedback from your customers to see if your new process is improving customer service

Once you implement your new features, don’t just “set it and forget it.” Keeping a hands on approach with your call center will allow you to pick up on problems as they happen and nip them in the bud. Here are some great ways to stay involved with your call center:

• Listen to calls: If listening to your own calls is not a feasible task, designate a team member to spot check calls every few days to see how agents are performing. Weekly meetings can then be held for everyone to listen to the feedback and input their own ideas if updates are needed.
• Survey your customers: Whether it’s by phone, email, or in person when you see them, asking your customers their opinions will not only give you valuable feedback, but will also make your customers feel like their opinion matters. When customers know they matter, they are more likely to commit to brand loyalty. If you don’t have time to send out surveys, see if your call center can send them out on your behalf after each call.

4. Close the loop by taking that feedback and working with your call center to patch holes

After you’ve gathered feedback from both your team and your customers, the final step in maximizing call center success and increasing customer satisfaction is to implement the necessary changes that will help resolve any hiccups. For example, if you notice that operators are stumbling over your company name in the greeting, you may want to add a customized recorded greeting that announces your company name first, and then have the operators greet the callers without saying your company name.

If customers feel that the call center operators are not answering their questions, arm your agents with the resources they need to best help your customers. This could include adding more FAQs or updating the script to better match your in-house procedures.

Are you ready to really start using your call center to improve customer service? See what call center services we offer and learn how your customer service can go from ho-hum to fireworks diamond disco party by implementing the right features.

The post 4 Ways to Drive Better Customer Experiences with Call Centers appeared first on SAS Call Center.

We’re living in the age of outsourcing where any sized business, big or small, can get setup and start outsourcing to a call center in a manner of minutes. What separates smart outsourcing from outsourcing that’s destined to fail is taking the time to create a great customer experience. Customers want more, and they expect that when they contact your business, you’ll know them and know exactly what they want to get out of the call. But, making sure you’re developing your call center experience so it’s focused on the needs of the customer can be complicated.

The news isn’t all bad, though. In this post, we’ll share a few tips on how to deliver a customer focused call center experience. Regardless of your businesses size, we’ll guide you on how to build the best call center interaction for your customers.

Design The Best Call Center Script

Putting the time and effort into designing the best call center script to achieve your goals is essential. Before you get started on setting up your account, you’ll want to sit down and map out your ideas and goals, as well as the most common types of calls and questions your in-house staff handle most frequently. While many people who are new to outsourcing may want to arm their call center with every possible scenario, doing that is a recipe for disaster.

Setting up  your call center to use the same protocols in situations your business handles most often will be the best way to ensure outsourcing success, as well as making sure your customers are receiving the greatest service possible. For less frequent requests, we recommend having the call center agents take a simple message or transferring that call to a member on your team.

It can be tempting to build out a call center flow that includes every possible scenario under the sun. After all, if your goal is to create the best possible customer experience, your first thought is to make sure that every customer who calls has their needs met 100% of the time. However, by stuffing your call script with every possible option, you’re increasing the odds that your operators will get confused and wind up giving out the wrong information, gathering the wrong data, or just plain not know what to do. Complicated scripts lead to lengthy calls, frustrated customers, and a potential loss of business.

Let Customers Know Live Help Is Available Through All of Your Touchpoints

As technology continues to evolve and social channels are becoming increasingly popular, your customers will have different needs and will want to be able to reach out to your business in a way that is most comfortable for them. If your support staff is only available via phone during business hours, you may be deterring some customers from reaching out simply because they don’t want to make the phone call.

When your customers know that there are multiple ways to reach out and receive live help, they are more willing to utilize various channels and ask for assistance when needed. Some ways you can inform customers of your accessibility include:

• Update your email signatures to include your Twitter or Instagram handle or where they can find you on Facebook.
• Include a link in your emails and your social pages where customers can easily access your live chat.
• Include your call center forwarding number that customers can dial directly in case your business lines are down, tied up, or you’ve closed for the day.
• Post your support phone number and email on every page of your website, in your email signature, and on all of your social channels.
• If you offer a knowledgebase that customers can access to try and help themselves, include an article that lists all of the ways customers can contact your business, and when (if you’re not available 24/7).

Give Agents Access to Bring Up Customer Transaction History

The foundation of a customer focused call center experience is knowledge about the customer. When customers reach out to your business with issues, they expect you to know everything about them as your customer. They expect you to know when the last time they contacted you was, what their issue was the last time they called, details about their account, etc. While this is pretty easy to do in house when all of your employees are using your CRM, it’s a bit more difficult to personalize the customer experience when customers interact with your business through your call center.

The best way to empower your call center agents to deliver personal experiences is to give them the ability to access customer data, which would allow them to pull up the transaction history of each customer calling in. Integrating with your CRM or other back end systems is an amazing differentiator in driving the best call center experience. Once you’ve provisioned access, the reps will have some background information on who the customer is, how long they’ve been a customer and if they’ve had any recent issues. When customers don’t have to give the same spiel each time they reach out, they’re less likely to get frustrated with the person handling their case, and more likely to remain loyal to your brand.

Analyze Call Data to Drive Growth and Identify Issues

Using a call center makes it simple to quickly dive into your call data and use that data to create more engaging and personal call center experiences for your customers.  With data, you will be able to determine why customers are reaching out and how often, which may help to illustrate some weaker points within your call handling system. From this data, you have the opportunity to address issues, make adjustments, and continue providing the best service possible to your customers.

We believe that the best call center interactions start with the customer, and that it’s essential for businesses to deliver call center experiences that are centered around the customer.

The post How to Ensure Your Call Center Experience is Customer Focused appeared first on SAS Call Center.