How to Stay Competitive While Being Cost Efficient

Businesses are constantly trying to find new ways to remain competitive while being cost efficient.  One way to have the competitive edge while optimizing costs is to turn to Business Process Outsourcing.  Business Process Outsourcing (BPO) is a subgroup of outsourcing that turns over management of a specific business function to a third party.  This outsourcing function can also vary from customer-related services to internal services.

    Although the benefits of implementing BPO are endless, here are a few that your company can expect to see immediately with TeleDirect’s BPO solutions:

  ●      Access to highly-skilled and specialized resource agents:  Have access to individuals that can perform tasks more efficiently, which will result in better management of your company’s activities that are less central to operations.  BPO can provide a diverse talent pool that would be otherwise expensive to acquire.
●      Ability to focus on core business: Allow your executives to have more control over their most valuable resource – time.  A successful BPO can result in executives being able to designate more time to projects and their day-to-day responsibilities.
●      Increased capability and quality: This will allow the expansion to deliver new products and/or services.  Advanced call centers such as TeleDirect are established and help grow your company effortlessly.
●      Outdo your competitors: By having BPO, you can increase your competitive edge. Having a successful business outsource strategy will provide efficient services and resources that are beyond your company’s current scope.

  A company large or small call benefit from BPO. Outsource call centers such as TeleDirect aren’t just a basic call center, and can now provide BPO with multiple solutions for your company. Contact us today to see which BPO solution can help transform your existing processes: www.teledirect.com

Four Ways a Call Center Will Satisfy Your Customers

Having a negative experience with a call center can make someone believe all call centers are the same - impersonal, unhelpful responses, and being connected with someone that is not based in the U.S. This can lead to customers feeling less connected to the business. Fortunately, there are call centers that act in the best interest of both the customer and the company.  Effective call centers could be considered as an extension of your company and are not only there to answer complaints, questions, but for customer service support as well. Outsourcing calls will not only satisfy your customer, but can generate great benefits for your own employees.

Four benefits that a company and their employees will receive by hiring a call center:  

●      Relieve workload.  Employees should dedicate their work to core competencies rather than worrying about customer service that can be very hectic and stressful.  When an employee feels overworked, there is a high potential of them being unhappy and not producing high quality work.

●      Call centers personnel are bi-lingual. This allows a customer to feel more comfortable speaking in their preferred language and will fully understand the conversation at hand.  This will increase the possibility of a sale and customer satisfaction.

●      Call centers are open 24 hours, 7 days a week, 365 days.  This will allow skilled call center employees to keep in contact with customers while your own employees are off the clock.  Customers don’t want to be transferred to an impersonal recorded message and would much rather speak to a human.

●      Call centers can reduce costs.  Your company won’t have to worry about investing money into additional phone lines, additional facilities, or employee salaries.

Allow TeleDirect to be your U.S.-based, outsourced call center.  Our TeleDirect team will interact, engage, and connect with your current and future customer base, while not even realizing they are connected with a call center.  TeleDirect will not just process calls, but will serve and act as a voice of your company, while letting your employees focus on their core competencies.

Contact us today to be your extended team and long term asset: www.teledirect.com

How to Have Control Over Your Customer's Experience

Providing high-quality customer service calls to customers should be a priority for all companies. Depending upon the call, there is different information, specific departments, or representatives that will best serve a customer for certain phone calls. Having an IVR solution provides total control over your customer’s experience to ensure that it is positive – every time.

IVR comes with a variety of different attributes that will benefit both you and your customer:

  ●      Speech recognition: Your caller is able to use voice commands to determine where their call should be best directed. Providing additional transfer options by voice facilitates the callers experience and ease of use.

  ●      Cost savings for your company: CSR’s will reduce wrong numbers and allow calls to be directed to your office, but IVRs will handle these tasks for less than half the cost of live CSR. This saves time and reduces the cost for your company.               Our solution works 24 hours a day, 7 days a week, and never needs a vacation.

  ●      No jail time: This will put an end to “voicemail jail” which can be extremely irritating for callers.  This function will always allow you to give the caller an option to speak to a live person at ANY POINT in an IVR script.

  ●      Managing high-volume calls:  Callers can get frustrated when their call is being ignored and their needs aren’t being met. IVR will ease the frustration of calls going to the wrong department or representative.

 Being available to take calls 24 hours a day is impossible for a small staff to handle. Luckily, TeleDirect has a group of excellent customer service representatives that will take your calls when you need the extra staff by using our Direct IVR solution.  This service can spark qualifying questions to identify if the call could be a “hot” lead.  Contact us today to maximize your ROI with Direct IVR: www.teledirect.com

The Key to Lifelong Customer Loyalty

A loyal customer is one that ignores competitor’s promotions and sticks to yours. A loyal customer is going to spend their money with you and is continuously satisfied with their service. Providing your customers with exceptional service that makes them never consider using another firm is how you retain their lifelong loyalty.

Customers typically have high expectations, and as a company, it should be your priority to meet and exceed them. Some common expectations include:
·                 Proactive rather than reactive
·                 High product and/or service knowledge
·                 Flawless user experience
·                 Human conversations
·                 Consistency

A few ways to keep your customers loyal and obtain new loyal customers include:

  ·                 High-quality service and product: Training your employees to give the best customer service possible is a product itself. While providing high-quality service, provide a high-quality product will give the customer no reason to go elsewhere.
  ·                 Give existing and potential customers attention: Reaching out to an existing or potential client shows that you have an interest in them. Going above and beyond expectations should be a task that employees perform when making any kind of interaction.
·                 Continuously be at the forefront of your customers’ minds:  Making personal phone calls and keeping in contact with customers helps you stay in their minds and encourages repeat business.  This will also give your customers a positive perception of your company.
  ·                 Taking feedback and making changes where needed:  Listening to issues that customers have with products or services will make the customer believe your company is genuine.  Making these changes will ensure a better experience for current and future customers.

There are actions that must be done on a regular basis to consistently meet customer’s standards, and many companies don’t have the resources or time to do this.  Fortunately, TeleDirect has a team of highly-skilled customer service employees and inbound and outbound tools to give your customers the service that results in loyal customers.

Let TeleDirect relieve your employees of customer service duties and allow them to do their job. Contact us today: www.teledirect.com

Are Competitors Taking Your Leads?

Statistics have proven that there are “peak” response times when contacting potentials leads.  This includes certain days of the week, as well as certain hours that are best to contact a lead.  Although this is good information, there is never a reason to slack off or fail to respond to clients in a timely fashion just because the time doesn’t fall in a peak time period. Do your employees reach out everyday to clients for qualification, follow up and closing conversation?  In this industry, reaching a lead within 5 minutes is 100 times valuable if the lead is called back within 30 minutes.

According to a recent survey about seller response rate, these astonishing statistics could make you question the way that your company is making contact with leads:

●      70% of buyer requests were IGNORED
●      72% of buyers say that the first seller to respond has the advantage
●      64% of buyers claimed that their purchase decision was dependent on slow seller response
●      More than 40% of buyers said that a 24-hour response window is TOO SLOW After viewing these statistics, is your method of contact with leads too slow and ineffective?

TeleDirect has the inbound and outbound services that will ensure that you get the deal! TeleDirect has an inbound service that immediately contacts leads via email or chat using TeleDirect Messenger and Call my Leads, and a robust outbound predictive dialer that is capable of connecting leads to our professional team quickly and efficiently!   Contact us today to prevent your persistent competitor from sealing the deal: www.teledirect.com

Is Your Management Team Exceeding The Customer Expectation?

Does your company have a sustainable workforce management system?  Workforce management is essential to maintaining a productive workforce and can be a way to suppress unnecessary internal issues that can result in external issues.   Enforcing this performance tool correctly can maximize quality work and customer service performance methods and standards.

Common attributes of a workforce management system:

 ·      Execution management
 ·      Performance management
 ·      Exceeding customer service levels

A few of the bottom-line benefits that will result in a strong workforce management team:

  ·      Improved worker productivity: Having a qualified team on the job will increase results and processes of time.
  ·      Guaranteed performance: Every successful team needs to have coaching and management that implements program service level standards.  Meeting this service and performance level will satisfy everyone in the long run.
  ·      Impressive soft-cost reductions: When productivity, process and use of resources are improved, significant costs are reduced.

At times, enforcing workforce management to its maximum capacity can be difficult for managers to handle. Fortunately, TeleDirect has multiple locations, all fully equipped with an efficient staff.  TeleDirect’s workforce management team ensures high customer service levels and ensures client performance standards are being exceeded all of the time.   To find out what TeleDirect can do to improve your workforce management team, contact us at: www.teledirect.com

Does Your Sales Team Need a Health Check Up?

Driven, confident, and structured are just a few qualities of a great salesperson.  Having a strong, dedicated sales team can lead to positive results for your company. Are you tracking the current health of your sales team? Monitoring the standing of your sales team will help you track progress and improve the way you sell your product or services.

Here are 3 metrics that should be constantly monitored:

1) ROI: Return on investment is a way to determine the profitability of your business.  Having a solid sales team will only help maximize the ROI for your company.

2) Conversion rate: Building relationships with current and potential customers is extremely important.  Forming this relationship is a great way to turn a prospect into a customer.  Having qualified prospects will verify that customers already have an interest in your product or service and will be more apt to purchase.

3) Performance: Is your team meeting and achieving your company’s goals?  Keeping track of your sales team’s performance should be monitored on a regular basis, which can provide sales managers information about areas of room for improvement.

Unfortunately, it isn’t easy to develop a professional and experienced sales team overnight.  Luckily, TeleDirect has a group of dedicated, sales-trained representatives that can work on your account.  Leave it to our Telesales team that has proven knowledge and experience to get the results your company needs: http://www.teledirect.com/