7 Proven Call Answering Services Best Practices in 2021

Managing call answering services is no easy job. Effective management requires hard work, strategic vision, employee motivation, and the ability to make hard decisions and several other factors.

Leaders in the call center industry need to be acquainted with all the aspects of call centers and should be able to work within the budget. However, at times, all this can be quite overwhelming. Hence, to help the call center leaders get out of this situation with ease, a list of 7 best practices that every phone answering services company should implement in 2021 to manage call centers effectively.

1.  Always Prioritize Customer Experience

Customer experience was and will always be the most important aspect of any business. Businesses are now focusing on differentiating themselves based on the customer experience they offer. Customers prefer to buy more products/services from businesses providing better customer experience than the competitors. Delivering an exceptional customer experience is the only way to retain your customers and convert customers into a reliable source of revenue year after year.

Inbound call centers play an important role in providing such an experience. Hence, a phone answering services agency should design the whole process keeping the customers in mind. From training the agents to establishing their KPIs, everything should be focused on improving customer experience.

2. Use the Right Technology and Tools

Technological advancements have helped inbound call centers automate the whole process. For example, interactive voice response can automate general processes, eliminating the requirement for customers to communicate with an agent for minute inquiries, such as checking balance, paying bills, checking the order status, and other tasks that IVR systems can handle.

Furthermore, chatbots can help customers with some general questions. If the customer requires the assistance of the customer relationship team, the chatbot can transfer the whole communication to the agent, reducing the time and efforts of the agents. In addition, speech analytics can screen all the calls to recognize issues and queries that require further attention. These self-servicing techniques can be highly beneficial for live phone answering services, as automation can reduce the overall traffic by decreasing labour cost, reducing time, improving accuracy while enhancing customer experience.

3. Establish a Strong Onboarding Process

Hiring is just the first step towards employing an agent in your telephone answering services agency. While it is an important part, companies can eliminate mistakes in hiring by establishing a strong employee onboarding process.

They should emphasize training new employees how to handle complaints and queries of customers. Most inbound calls will be related to various complaints. Hence, new hires must be prepared well to handle these complaints from the beginning. The employees should be motivated to find complaints as an opportunity to deliver exceptional customer service. A strong onboarding process will help your new hires handle all types of calls with ease. The employees who have performed exceptionally well in the past can also help new hires get familiar with the process and policies to provide quality services.  

4. Use Customer Feedback to Improve Performance

Customer feedback is important to analyze the performance of your agents. Therefore, companies should encourage the customers to provide their feedback at the end of every call. This will help the outsourced phone answering agents improve their performance by evaluating their mistakes and implementing important suggestions received from the customers.

Most people don't submit their feedback until they aren't asked for it. According to research, only one out of 26 unsatisfied customers provide their feedback. Hence, the phone answering services agency should not consider the absence of feedback as satisfaction. Moreover, these unsatisfied customers will inform around 15 other people about their experience.

5. Provide Omnichannel Support

Companies should make it easy for customers to connect with you through any device. Allow customers to connect with you using their cellphone, tablet, laptop, or desktop. Evolve your inbound call center to help customers connect through multiple channels. Equip the agents with integrated communication tools to deliver exceptional satisfaction. With omnichannel support, callers can avail themselves of the comfort to connect with the call center agents using their preferred device or platform. This will provide them with a better experience and increased chances of satisfaction.

Do you find yourself at crossroads while implementing omnichannel support for your customers? Our experts can help you out.

6. Use VoIP technology to Scale your Agents

Use a cloud phone system to allow your team of agents to work from anywhere they want. These systems include VoIP that lets the agents communicate with the customers using devices connected to the internet. In addition, cloud phone systems allow agents to work from the comfort of their homes, helping companies save on office space and installing expensive infrastructure.

Using VoIP, inbound call centers can avail the services of high-performing agents even when they cannot commute to the office location. In addition, call answering services agencies using VoIP can hire agents from anywhere globally and would not have to depend only on the local population.

7. Use More Interactive Methods to Provide Better Assistance

Inbound phone answering services companies usually handle the problems and complaints of the customers. Use interactive tools that allow screen sharing and screenshots to assist your customers in resolving their problems. Simply speaking, the instructions on call may add to more confusion. Hence, use screenshots and screen sharing wherever possible to help customers navigate complex tools and problems.

When your agents use screen sharing and screenshots to resolve customer's complaints, they have a better chance of providing satisfactory solutions even to the customers who are less familiar with the technology. This allows call centers to enjoy a better experience in less time.

To Conclude -

These are the 7 best practices that every inbound call center should implement in 2021 to enhance customer experience and provide satisfactory assistance to the customers. Moreover, these practices would help you manage your inbound call center effectively.

Are you looking for a phone answering service company that has implemented all these best practices? 

You are at the right place.

Outsource your call answering services to our reliable team of agents to deliver an exceptional customer experience!

We are sure both you and your customers will be satisfied.

5 Ways to Remove Friction in Your Customer Support Channels in 2021

With a growing customer base looking for instant results in this constantly evolving competitive world, customer experience has become more critical than ever. The most crucial way to improve your customer experience is to remove the friction in your customer support services.

Removing friction in your customer support channels reduces the chances of customers getting disappointed, frustrated, or angry with your business. So what would cause friction in customer service?

Factors that create a hassle in your customer service :

  1. Limited support channels or support not available for preferred channel
  2. Customers have to wait in line to purchase a product or to avail a service
  3. Delayed response to the support email
  4. Hours of waiting on the phone line to connect with an agent
  5. Provide the same information repetitively when transferred from one agent to another
  6. Asking too many irrelevant questions
  7. Complicated processes that confuse customers

Eliminating these factors from your customer support channels would enhance the customer experience and remove friction from your process.

Here are five ways to remove friction in your customer support channels in 2021:

Provide Multi-Channel Support to Customers

In this digital world, every customer has their choice of channel to connect with customer support. Some prefer it through email, some would like to call the agents, and others may like to connect through chat. Multichannel support will provide the customers with an option to choose their preferred customer support channels. With this, they can connect with your support instantly through the device they are using.

With omni-channel support, customers need not run across channels to access customer support. This would allow customers to access your support on the go, reducing their efforts and providing frictionless customer support. Customer service outsourcing to a professional company will allow you to avail this multichannel support.

Multichannel customer support will align your business closer to the needs of your customers. Moreover, channels like social media and chat support are more casual and quicker. The support questions and communication through these channels would be to the point.

Use AI in your Support Process

With rapidly evolving technology, Artificial Intelligence (AI) is completely revolutionizing the customer support process. Artificial intelligence can be used in support services to reduce the customers' efforts, anticipate the customers' needs, automate your organization's approach to customer support, and ultimately provide better customer satisfaction.

Outsource customer service process to a company that implements AI to reduce the customers' efforts by offering self-servicing tools and chatbots that would automatically resolve most customer queries with high-quality issue resolution. The chatbots would collect the information from the customer and provide it to the agents before connecting the customer to the agent, in case the automated tool is unable to resolve the issue.

Big data can provide real-time updates to the customer support agents, helping them resolve the issues instantly. In addition, an AI-powered CRM tool will provide the agents with real-time information that helps them handle customer issues faster.

Offer Personalized Services

With the growing competition in every industry, it is unlikely that the product and services your company offers have a unique selling point. The competitive environment allows customers to choose the company that values a good customer experience over anything else. A personalized support service would play an important part in delivering satisfactory services.

Using artificial intelligence and advanced Customer Relationship Management software, the customer support agents would have access to real-time information, which authorizes them to deliver personalized services to every customer.

Providing a single point of contact to each customer will make them feel special. Allowing them to connect with the same agent every time they have a query will strengthen the relationship between customer and company. The representative would provide efficient support services using the knowledge acquired from past experiences with the customer. A single point of contact removes friction and allows your company to provide seamless and valuable support to every customer.

Getting customer support outsourced to an experienced team would allow you to provide personalized services to your customer.

Consolidate Your Support Teams to Enhance the Communication

The two most important factors that would increase the customer's friction and the company are having customers wait for an infuriating amount of time and transferring the support call between two or more representatives. Usually, transferring the call to different representatives means that the customer would have to explain the issue to them before someone could provide the resolution. The customer would have lost the patience explaining the problem to everyone and would be highly furious when the call is transferred to the final representative.

For instance, if the customer has called the sales representative with a support query and the support team is located in different locations, the call would travel through various levels of representative before reaching the right person, and the customer would have to explain the query to every person before getting transferred to the next person.

Consolidating different teams and establishing an efficient call transfer plan would improve the problem. This will help them resolve the problem quicker and reduce the waiting time for other customers on hold to get their queries resolved.

Train and Empower Your Representatives

Dealing with an inexperienced or inefficient representative may also lead to an increase in customer friction. Customers may get frustrated while dealing with a representative who cannot provide the solution to the problem. The representatives handling your call flow need to be competent and have the required permissions to resolve the queries.

Furthermore, create a knowledge base that would include all the information about your business. Then, store the complete information using artificial intelligence and CRM software. Finally, many companies upload the knowledge base on their website to allow customers to access them whenever required.

The knowledge base would reduce the need for contacting customer support for simple queries. The knowledge base can also be in the form of an in-depth FAQ section on your website.

Conclusion

Eliminating the chances of customer friction will result in a better customer experience and more satisfied customers. Use these five methods to remove friction in your customer support channels and enjoy better customer satisfaction.

Customer support outsourcing to a company that follows the ways to reduce friction will allow your business to access innovative technology and top-notch strategies that improve customer experience and boost sales.

Outsource your 24*7 customer support needs to our highly experienced team of professionals and provide an excellent customer experience. Contact us today for outsourcing!

Live Chat Leads to 48% Increase in Revenue, Here’s How?!

Live chat support is getting crucial to conducting business online. Research shows that 85% of customers are deeply satisfied with websites that offer live chat support services. In addition to customer satisfaction, an ICMI report indicates that live chat increases revenues by 48% per chat hour! So if you're interested in getting higher engagement and greater conversions, you'll need to seek help from live chat service providers.

In this article, we make a case for this stand and show you how live chat increases engagement and revenues. 

What would happen to your website without live chat support?

Before we understand how live chat support services help you, we need to understand how visitor-website interactions would unfold without live chat service providers.

Consider yourself to be a customer who's visiting a website – your website. You start browsing through the site. There's a lot of information to take in, and you're not finding exactly what you're looking for. You want help and directions to the page/content you seek. But there's no one around. Only a contact form or an email address listed on the page. Sure, you can reach out to the brand through these, but who knows how long it'll take to get a response.

You need this information urgently. Oh well, you decide. There's no point wasting your time here anymore, is there? And so, you exit the site and go in search of another one where it's easier to find information. Or at least a customer service agent online who can help you with what you need.

In truth, this scenario is more real and more common than you think. For example,74% of customers are more likely to switch websites and brands if they find the process of buying a product/service too confusing and cumbersome. In addition, 33% of customers give companies just one chance to make a positive impression with good onsite service. If you're able to meet their expectations, they abandon your site permanently. And on average, 95% of customers share their bad brand experiences with others, compared to just 87% who share good brand experiences.

Not having robust live chat support services on your website can lead to a tremendous amount of loss. You'll lose out on valuable lifetime customer patronage just because you did not choose live chat support outsourcing.

These 5 live chat support studies prove why live chat is instrumental to revenue generation.

Here are a few more reasons why you need to consider live chat outsourcing:

ATG Global Consumer Trend Study

This  study by ATG Global directly answers the challenges posed by the example we have given above.

The study revealed that 90% of customers found it significantly easier to find products and services when they had help in live chat support. Live chat service providers offered real-time inputs resolving customer questions and helping them find offerings well suited to their needs.

A study by J. D. Power

The study shows that 42% of customers prefer live chat support to phone and email support because of quick support. Live chat was found to be more human and more personalized compared to other forms of website support. In addition, customers felt more seen and respected through quick and responsive live chat.

Research has shown that efficient live chat service providers can resolve any customer query in under 42 seconds. By choosing live chat support outsourcing, you can ensure you deliver a personalized and fast experience to customers. In addition, it makes for a more memorable experience.

Polling by emarketer.com

The eMarketer survey showed that more talkative customers tended to buy more from websites that had a live chat feature. The survey revealed that, for almost 38% of the responders, the purchase decision was made on the spot thanks to the inputs of the live chat agent.

The survey also showed that 40% of responders who used live chat were more likely to purchase at least once a week from the brand. So, by opting for live chat outsourcing, you can encourage more prospects to visit your site often and convert faster.

A study by E-tailing Group

The study by the E-tailing Group shows that for 20% of the responders, live chat was the most preferred way of communicating with the brand. Compared to the just 54% of customers who regularly used live chat, approximately 59% of people frequently use live chat when visiting websites.

According to the study results, the respondents' customer demographic was mostly male between 31-50 years, college-educated and with high paying white-collar jobs. These were customers who spent significantly higher online compared to the median population. This indicates that live chat is one of the key factors responsible for big-budget spends online.

What's more, is that this survey shows, 62% of the respondents were willing to speak to proactive live chat service providers who reached out to them. When executed promptly, such proactive outreach can help shy or hesitant customers open up and do business with you.

Survey by eDigitalResearch

In a survey organized by eDigitalResearch,  it was found that 73% of customers were tremendously satisfied with live chat and many placed orders while conversing with their live chat service providers.

The reason for this, according to eDigitalResearch Commercial Director Derek Eccleston, is simple. Live chat removes customers' problem of having to wait on hold in telephone queues or automated field questions from bots, increasing the time they spend waiting around for support.

Instead, live chat outsourcing will ensure brands always have a team of customer service executives ready to assist site visitors whenever they need help. In essence, live chat achieves the promise of instant supply of information for an instant demand by customers.

These studies about the effectiveness of live chat support show us why live chat leads to a 48% increase in revenue per chat hour. It is because:

  • Live chat support is quick and responsive.
  • It makes it easier for customers to find the bespoke information, product or service they need.
  • Live chat service providers are personal, friendly and empathetic to the needs of customers.
  • It is an easy and hassle-free solution to prevent customers from sifting through lots of content on the website.
  • Live chat service providers extend a warm welcome and a helpful hand to customers who may be shy or hesitant to contact the brand.

Contact WOW Customer Support for Live chat outsourcing

At WOW Customer Support, we are a reputed live chat service provider with extensive experience helping companies across industries. Our live chat support outsourcing service can help you provide quick and seamless online support to website visitors.

Our team is highly qualified and trained in handling customers from across geographies, and cultures. With our live chat support, you will be able to supercharge your customer service and create a meaningful and enjoyable website experience for your customers. Reach out to us to discuss your live chat support outsourcing requirements.

How Small Businesses Can Gain Fortune 500 Advantage with Virtual Assistant Services in 2021

Virtual assistant services can help your business gain a Fortune 500 advantage. Let’s look further to know how?

What transforms a business from a simple, run-of-the-mill company into a reputed Fortune 500 enterprise? The answer is three-fold – Operational efficiency, Robust service, and Focused core services. Virtual assistant services can help you achieve these three goals. In this article, let's look into how small businesses can gain Fortune 500 advantage when they hire a virtual assistant.

Virtual Assistant for Small Businesses – Why do you need them?

Virtual assistants can give you more freedom to focus on critical tasks

According to The Anatomy of Work Index by Asana, employees spend 60% of their workday on mundane and repetitive tasks such as answering emails, setting up meetings and other appointments, searching for files, filling in forms.

This is such a waste of time when you need to focus on developing products and services that can out-compete other businesses. But not only do mundane and repetitive tasks waste your time, but they also disengage employees. In fact, companies with disengaged employees perform 202% poorer compared to companies that have engaged employees. This is where virtual assistant services can help.

When you hire a virtual assistant, you can outsource these routine and mundane tasks to them and reduce the burden of boring tasks on yourself. Now you can focus on your core business operations and give your key personnel the opportunity to tackle challenging activities that can help you make headway in the market.

Virtual assistants can help you maintain regulatory-compliant books of account

Accounting errors can lead to tremendous problems for both the business and its stakeholders. Who here doesn't remember what happened to automobile giant Hertz? The company's accountants and auditors failed to account for uncollectible fees for vehicle restorations and damaged vehicles. Over the years, this accounting error led to a whopping $46.3 million in losses!

A mistake of this magnitude can be a death sentence to small businesses. This is where a virtual assistant services company can really benefit you. When you hire a virtual assistant to take over your books of accounts, you entrust an expert to be solely responsible for company-wide accounting. This virtual assistant will keep a close eye on your books, use best-in-class accounting software to keep track of everything and ensure your books of accounts are up-to-date and compliant with regulations.

Virtual assistants can reduce your operational costs

Did you know that a virtual assistant services company can reduce your operational expenses by 78%?

Virtual assistants are a great way to manage your finances smartly. Here's how they help you save costs:

  • Virtual assistants can be hired for specific tasks only – this means you pay only for what work they do and that duration.
  • Virtual assistants take care of their internet, technology, and office supplies – you will not have to buy/rent anything for them.
  • Compensation for virtual assistants only includes reimbursement for work done. You don't have to spend on insurance, 401Ks, and other benefits.
  • Many virtual assistant services offer budget-friendly annual packages, which can make their services very cost-efficient.

In fact, this is how Fortune 500 companies spend their money wisely on things that matter by leveraging virtual assistants.

5 Facts About Virtual Support

Virtual assistants can increase your workplace efficiency

Training is important when you set up a new business. But here's the problem. Companies spend on average 55.4 hours and $1,886 each year to train a single employee.

Spending such a tremendous amount of time and money on employee training can create problems when you need these precious resources for core business tasks. Additionally, while your new hires work towards mastering these skills, there is a huge scope for making mistakes on the job. Together, these can reduce your operational efficiency.

A virtual assistant for entrepreneurs can eliminate these challenges.

Virtual assistants come trained on numerous tasks, processes, and technology. Once you hire them, they can immediately get to work, and you won't need to spend time or money on training them. Additionally, they will be less likely to make mistakes or provide poor-quality work that can require reworking.

Overall, a virtual assistant for small businesses can help you maintain your quality of work and ensure your operations run without a hitch.

Virtual assistants can help you build a strong online presence.

Any entrepreneur who wants their business to have customer mindshare must be online these days. Some of the best virtual assistant services providers have social media experts who can help you:

  • Develop compelling online profiles and accounts that attract audience attention.
  • Manage the day-to-day running of social media promotional campaigns.
  • Optimize your lead generation activities by engaging with your social media audiences.
  • Create interesting and accessible content that is share-worthy.
  • Schedule posts so you can effectively target your chosen prospects.
  • Respond to social media messages, tweets, tags, and comments quickly and in a personalized manner.

In addition to these, your virtual assistant services company can also support your backend analytics tasks by:

  • Managing your omni channel campaigns that support your social media campaigns.
  • Building data collection forms for your accounts and websites.
  • Replying to customer messages received through contact forms.
  • Collating and processing social media engagement metrics and site visits by using analytics tools.
  • Creating insights-rich reports that you can use for campaign planning.

Some of the best virtual assistant services also offer 24x7 virtual assistant support. This is helpful if you have a global customer base and need a robust and responsive social media team.

Virtual assistants can help you to provide 24/7 customer service.

Speaking of 24x7 virtual assistant support, your virtual assistant for small businesses will also be able to offer very robust backend support to prospects and existing customers. This is crucial.

Research has proven that about 1 in 3 customers purchases from a brand only after having a positive experience with a friendly and knowledgeable customer service agent. Conversely, if they have a negative experience, 91% of customers will leave the brand without complaining. Therefore, by having a virtual assistant services company take over your customer service activities, you can prevent customer churn by up to 67%!

There are more benefits that you get when you hire a virtual assistant for customer support activities. For example, companies with highly responsive customer service teams drive 4%-8% higher revenue than other companies. Additionally, according to Harvard Business Review, their profits increase by 25% to 95%. Isn't that enough impetus for you to choose 24x7 virtual assistant services?

Hire a qualified virtual assistant for small businesses at VGrow

At VGrow, we are a leading virtual assistant services provider with extensive experience of over 12 years supporting small businesses and entrepreneurs with dedicated virtual assistant support. We are committed to empowering you and helping you bring your strategic vision to life by supporting you wherever you need us.

Our team of highly-trained, qualified, and experienced 24X7 virtual assistants can give you the competitive edge to take your business to new markets. Our virtual assistant services are extremely affordable and highly customizable. Feel free to reach out to us to discuss your business needs. We are here to support you.