Should smaller firms use telemarketing?
October 14, 2009
There is a debate whether smaller firms can benefit from telemarketing campaigns. The small to medium size enterprise can easily spend too much time doing the ‘job’ whilst not paying enough attention to the marketing of the business. This is all right when you have steady contracts but in business you always have to look at the big picture. This is where telemarketing campaigns come in. These campaigns can be a very economical way of ‘getting your company noticed’ and you have full control of the amount you spend as most good telemarketing agencies tell you up front exactly how much the cost will be.
Work-at-Home programme to hit the UK!
October 7, 2009
Convergys, who have Work-at-Home employees in the US, have begun seeking UK clients to support the roll-out strategy utilising a specialised UK platform. The wide varieties of targeted clients are those that need UK-based agents or support in multiple languages.
Employees will be able to work straight from their homes, no matter the city or area they live in; as long as they have a suitable internet connection they could be a candidate. Plus, by staying at home will cut carbon emissions – so this programme will get the green thumbs up! Even the application for the roles can be done from the home desktop!
Interested candidates can begin the application process by logging onto the Convergys Home Agent Web site at www.convergysworkathome.com
Why e-mail anywhere else?
October 1, 2009
Upon handling in excess of a million quotations per month, GoCompare.com have implemented a new e-mail management system to provide a higher quality customer service.
The new system uses powerful natural language semantic search technology, which analyses the text of inbound e-mail enquiries and provides customer service agents with the best answer from a vast knowledgebase of responses to previous customer questions.
The new system also provides and audit trail of all customers queries giving agents a bigger picture of how to handle questions and problems that arise and enables them to deal with customers in a fast and efficient manner, making GoCompare’s customer service the one to beat in the comparison battle.
The call centre invades Facebook!
September 30, 2009
Consumers interacting with their chosen business on Facebook will now be able to have a call back option thanks to technology from CallMedia.
By linking together the call back option to the contact software of the chosen company, consumers will now be placed in the universal queue that handles all inbound calls and will then be called back in real time.
This is designed for an easier way of contacting companies, but also combines the best of both worlds – the ease of internet usage but also the added human touch of a phone-call from the company in question.
With this, CallMedia are enabling customers to talk to businesses quickly, but also giving brands the ability to turn that human touch and interaction into a sale. This will help the consumer but also businesses worldwide.
Colin Shaw’s golden rules for customer loyalty!
September 30, 2009
The best way for survival during a recession is to galvanise your established customer base and create a strong loyalty to keep them onboard.
Colin Shaw, the Customer Service author has stated while other companies flounder with their haphazard customer service skills, it is now time for you to improve on yours!
“Do you want loyal customers?” he asked the conference. “Loyalty is an emotional attachment. In business today we fail to see that. To build that attachment you have to do things.” These things included:-
• What is the experience you are trying to deliver?
• What are the emotions you are trying to evoke in your customers?
• What do customers really want?
• What provides the most value?
“If you think like that then you can generate loyalty and you can build great customer experiences the next time recession comes.”
It seems that a great customer service is the difference between a mediocre company and a successful company.