Build relationships with your customers

There are really only two types of customers: those who know and love you, and those who never heard of you. All businesses spend virtual fortunes trying to get new clients and that will constantly stay important. But don't spend the total fortune on just attracting new clients Spend some of those dollars keeping in touch with existing consumers because you want to keep them.

One of the goals in growing your business should be that the same person you sold to today will still be spending money with you ten years from now. So don't celebrate the close of a sale. Celebrate the beginning of a long relationship. People want to do business with people who appreciate them and look out for them. Which brings me to yet another salient point.

In your part as an unrelenting self-promoter, start off in your own backyard. How many people in your office building know you and what your business is all about? Introduce yourself to people in the hall, in the elevator of your building. Let everyone in the urgent vicinity of your office know who you are and what product or service you offer.
People do business with people they know because they've heard about them from a friend, read about them in a magazine. So your job is to make yourself known to potential customers.

In other words the real sales come after the sale. I have followed his suggestion all these years and became an unabashed, relentless self promoter of my business.
All I ever wanted for my business was an unfair benefit. I'm not talking about lying or cheating. Exactly the opposite. An unfair advantage is doing every tiny little thing better than your competition. In this instance, your competition can be your best teacher.



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Customer Relationship Call Center by Global Response

Technical Call Center and Beyond

Communication technology has been a part of the modern life. From ordinary telephone call up to sophisticated military secured communication system, it is no doubt that this is one of the modern marvels of the 21st century. Together with new technologies that constantly improve our way of life, services like technical support call centers are needed to help customers maximize the usage of the products they purchased. Not to mention a good technical support service can promote recurring sale which is one of the many factors to further develop a certain product.

Technical call center is a good source of data that needs improvement. Even if a company hires a hundred employees to debug a product there will always be errors that will be overlooked. With technical support service, customers can report errors that needs to be fixed immediately especially when security of the customer’s data is concerned. Customer suggestions can also be generated in a call center service. Feedback of the customers is essential in a product, it will help the inventor/developer know what the consumer really needs, by improving the product, it will also improve customer satisfaction.

Now that almost every company either employs or outsources technical call center agents from outsourcing companies, we can expect new technologies will be invented for the technical call center industry and also to feed humanities never ending need for innovations that will make everyone’s life faster and more exciting. With technology continues to advance we can expect new business fields to emerge just like technical call center that generates thousands of opportunities all over the world. And even though we’ve seen too many improvements in the past years, there can never be time to sit back and relax. We are bound to fail, to try again and in the end succeed.

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Technical Call Center by Global Response

Graveyard Not Bad At All

One of the worst things in life is getting stuck with an enduring question that keeps popping in and out of your head while you go out and try to make a living for yourself. A question that goes in and out but you don’t get to answer because you are anxious with an activity called work. What is worst is if that question is directly related to it

We enlisted the help of some alleged "experts" when it comes to doing the graveyard shift and they came up with almost the same answers. Normal answers like hassle free traffic to and from the office stands to be the best reason to do graveyard. Yeah, I think they do have a very good point there. I would rather cross the Avenue knowing that I wouldn’t get to see yuppies, old time employees and newly grads strolling along and making the beeline to the nearest building entrance. Another reason would be the less hassle on your pocket. I can probably say that I can survive one shift with P20.00 in my pocket because I don’t have to worry about any parking fee and other incidentals that come along with doing a morning shift. Yes, it’s less expensive in the evening.

Some of our more trendy "experts" would reason out negligence in dress code as one big factor why graveyard is so cool. Doing the morning shift gives you the feeling of formality. The graveyard shift provides you with an outlet to be whatever you are, just as long as it is within the bounds of the company's rules and regulations. Call Center “owls”, when it comes to fashion, only have one motto, diversity.

Some also consider the non-presence of the sun as one big aspect why they prefer to do graveyard. With all factors considered. I thought long and hard and I came to the conclusion that hey, it’s not all of the above mentioned factors that made me understand that I made a good decision with sticking to graveyard. It’s the vibe, the feel that you are doing something out of the ordinary; something that feels different from the norm. Sure, I'll graduate eventually into a morning shift that comes with a shift in priorities. But as of now, I will enjoy the fact that some time within my so called life, I came to do something different and I enjoyed it, made some money out of it and made some lasting relationships along the way.



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The world’s most prestigious brands trust Global Response Call Center with their single most important asset: their customers. Find Out Why.

Follow up calls to the client? Ineffective

The most normal system of consumer’s fulfillment measurement is the follow-up phone survey, where a person often a survey specialist at a third-party firm calls the customer anywhere from one hour to several days after dealing with the call center and asks the client quite a few questions concerning his or her experience. This method is straightforward trendy and, according to experts… ineffective.
“While issues exist with all customer satisfaction measurement methods,” says Dr. Jodie Monger, president of Customer Relationship Metrics, “this method is the least money-spinning, has many biases allied with the compilation method and results, and provides the largest challenge to reliably linking results to a CSR.”
Some call centers still use mail surveys, which, says Monger, are also not very cost-effective and have even more biases associated with them. Even more awkward is the issue of timeliness when using such surveys; consumers normally don’t receive the survey in the mail until three to five days after the interaction with the call center took place making it nearly impossible for the customer to clearly remember the details of the experience. Consequently, consumers either ignore the assessment or respond as best they can despite the time that has lapsed, which can lead to watered-down ratings or comment that doesn’t perfectly reflect what transpired during the operation.
Timing is the whole thing in consumer’s satisfaction capacity according to analysts at Gartner Group.
Real-time consumer feedback is the pulse by which an enterprise can regulate and modified its designed consumer experience to guarantee that it meets and exceeds, where necessary customers’ expectations. …The most significant aspect of response is timing. Gartner has determined that feedback composed instantly after an event is 40 percent more accurate than response collected 24 hours after the even the affair.

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The world’s most prestigious brands trust Global Response Call Center with their single most important asset: their customers. Find Out Why.

An overview of Chat support

There are different kinds of support a company can provide for their customers. Commonly used is Phone support, wherein the customers call-in and have their concerns, request be processed through phone. Today, with the availability of the Internet to almost everyone in the world, more and more companies are resorting to Live chat as an alternative way to provide support for their customers.

Any company can use Live chat as a form of support to their consumers or customers, having an online support such as Live chat can increase sales and improve customer satisfaction. Through this online support the agent can provide product knowledge, technical support, can process order fulfillment request and billing inquires. One of the great benefits of having an online chat support is that your customers around the world can access it freely and have support in real time, it does not have any barriers and wait time is reduced therefore makes both the client and customers happy. One advantage of having an online support is that agents can provide helpful links to the customers, by doing that they are providing support and educating the customer at the same time. Compared to Phone support, Live chat is less expensive. In addition, online chat support can handle more than one chat request at a time, therefore reducing the wait time for the customers and providing more business to the call center.

Three Advantages of having a Call Center.

One of the new and exciting trend is the call and contact center market. This trend is affecting and helping many service-oriented industries. Major businesses mostly use call centers to interact with their customers. Example in Global Response they are handling Toyota, Puma, National Geographic Magazine, Norwegian Cruise Line and World TV. Even small businesses uses service internal functions through call centers.

1. Cut Costs

Operating a call center is, in many cases, less expensive and more cost-effective. This is because, once the system is in place, the coordination between the company and the customer is much easier. One example is customer issues can be easily addressed.

2. Increase Efficiency

Quality call center agents have one thing in mind each day: help customers. Empowering agents, through training, can provide instant and efficient solution to customers. This means agents can, in a nutshell, be more efficient and give the company they work for more value.

3. Improve Customer Satisfaction and Loyalty

Customers, quite simply, want to talk to a call center agent if they are having difficulties with something. Agents should always be customer friendly, helpful and knowledgeable. They also want to have their questions addressed in a timely manner, preferably through first call resolution. By providing them call center support are helping them to get the answer when it is needed.

As is evidenced here, call centers offer many advantages. To learn more, you may visit Global Response.