Outsourced Call Center Services – Supporting Customers Post-Sale

Call Center

There is no better validation of your brand than when a customer purchases your business’s products and services and repeats that transaction again and again. Brands that achieve this sales success know that their work does not end with each purchase. They routinely ensure customers’ satisfaction with their purchases by providing a complete end to end experience of these sales transactions to enhance customer loyalty and retention.

While having an effective customer post-sale strategy is the key to business growth, it can be difficult to execute. Internal sales and customer service teams may have less time for sales if they are also handling post-sale support. Processing product returns can be time-consuming and expensive for your staff.

Outsourcing your customer post-sale support can be critical to your business’s short- and long-term success. With an outsourced customer post-sale support call center, your business has the benefit of professionals handling the process just as your employees would do without the added expense of hiring more staff, paying more salaries and benefits, purchasing more equipment, or providing more office space. When you outsource, you can also offer customer post-sale support 24/7 and during holidays without having to schedule your employees to handle this comprehensive task and scale this service up or down as needed without impacting your staffing.

Having outsourced customer post-sale support means you and your employees can focus on growing your business while at the same time have peace of mind knowing that customers are being well taken care of and primed to make the next purchase from your company. The right professional post-sale support center will be able to handle numerous functions for your business, including:

  • • Support many post-sale scenarios by deploying troubleshooting protocols pre-determined and scripted as you specify
  • • Operate as a seamless extension of your business – greeting customers in your company’s brand name
  • • Perform certain tests in conversation with customers to determine if potentially returned merchandise is actually defective and/or eligible for return
  • • Talk customers through the proper assembly and operation of your products
  • • Dispatch technicians to repair products onsite or retrieve the item for repair
  • • Arrange for the product to be replaced or money refunded, if necessary
  • • Follow up with satisfied customers to get their exact feedback on their experience
  • • Retrieve information from customers that supports your Customer Relationship Management (CRM) system – allowing you to pinpoint critical issues that went well or could be improved and investigate individual cases further

The right professional post-sale support center must have all the robust software, hardware, representative training, skill, and track record of success needed to perform these tasks for you. Responsive Call Center has all of these features plus 40 years of experience in providing exceptional and professional post-sale support to help businesses in many industries grow. Learn more about our post-sale support call center services and how Responsive Call Center can become an affordable asset to the future of your company.

Customer Service Post-COVID-19: How Call Centers Can Play a Role in Your New 2020 Strategy

Customer Service Post-COVID-19

As we move into the business reopening stage of the COVID-19 pandemic, companies in virtually every industry are facing new challenges in how they manage customer and prospective customer calls. Although many companies were able to function throughout the COVID-19 crisis, rules permeated by states and cities sending their populations into lockdown are experiencing different challenges.

Some may have an overflow of calls due to pent-up demand and the fact that it may not be possible to bring all of their operator staff back to work due to social distancing requirements. Many will need to reduce their costs for staff but need call overflow support more than ever to sustain their business.

One thing that all business leaders know for sure is that each call their companies receive is vital to their future. They are mindful that, in today’s environment, their staff’s ability to ensure a top-quality customer experience may suffer for many reasons, and that creating new processes to address this may take longer than expected to implement with an internal staff but are still desperately needed – and quickly.

When you work with a professional call center, you never miss an opportunity to please customers and grow your business.

A call center operates as a seamless extension of your customer service staff, providing all of what your call answering staff does – but adds significantly more value. Your costs are considerably less than hiring staff to take calls and call center operators can serve your customers and prospects 24 hours a day, 7 days a week. The right call center understands your needs in each area and creates a customized program to meet them, train their staff in your business’s policies and procedures, and optimize inbound customer service call management.

There are a variety of customer service call functions a professional call center can expertly handle for you, including:

In addition, call centers can help you better understand how to serve your customers in a challenging environment in which your needs may have changed. Important outbound customer service-related solutions include:

Responsive Call Center is Your Trusted Solution to Manage Customer Contact

For more than 40 years, Responsive Call Center has created and managed customer call flow for many industries, and now in a world with a new normal post-COVID-19, we are here to offer our expertise and assistance. Our experienced live operators are available all day, every day to handle your business calls the same way you would, so you do not have to rely on answering machines or automated systems as you try to keep up with the increased call flow. Our state-of-the-art equipment and highly trained staff allow us to make sure you never again miss your customers’ calls. Contact us to find out more about how we can help you best manage the calls that are most important to you – especially as businesses start to reopen after COVID-19.

Political Campaign Call Center

Political Campaign Call Center

With the 2020 election season well underway, political campaign strategists who want to make certain that their important calls to voters are being made and answered work with Responsive Call Center to create their Political Campaign Call Centers. Our operators serve as effective representatives of campaigns and are fully trained in and dedicated to respecting all privacy laws and nondisclosure agreements.

For years, we have supported the call center efforts of local candidates’ campaigns and others – including presidential campaigns. Our live operators and sophisticated call center technology put your campaign ahead of the competition in several important ways.

  • • Call Answering and Redirection – When having live, professional operators field calls can make the difference between getting or losing a vote, Responsive Call Center delivers. Trained to answer and route calls as a member of your staff would do and just as you specify, they are invaluable members of your team.
  • • Calling Outbound Leads – Because we know that political campaigns need to conduct significant outreach and often within compressed periods, Responsive Call Center has professional operators available to call all of the potential voters that are important to you. They are trained to treat every contact as an opportunity to influence.
  • • Automated Call Service – This comprises the delivery of your campaign’s pre-recorded audio message delivered to those you specify precisely at the time that is right for your voters.
  • • Press 1 Campaign – When you would like your calls to have the option to transfer to a live operator who can collect data and feedback, Responsive Call Center offers the Press 1 service option.
  • • Local Calling Numbers – Responsive provides these numbers that match your contacts’ locations to help you increase potential voter engagement.
  • • Voicemail Messages – Make sure your message is delivered when your calls go to voicemail. Responsive Call Center’s technology deploys your specially pre-recorded message designed for this purpose.
  • • Comprehensive Campaign Call Reports and Analytics – You have access to completely transparent call analytics in real-time and the ability to shift strategy quickly using information such as how many contacts were reached, their responses and the days and times the calls were most successful.
  • • Responsive Call Center Syncs with Your CRM to Provide Seamless Service – This allows your service to be up and running quickly and makes importing voter information easy.

Responsive Call Center is Your Political Call Center Resource

Responsive Call Center’s operators are well-versed in providing call center services for political campaigns both locally and nationally. We have live operators available 24/7/365 to handle all of the calling services that are vital to a winning political effort. Contact us to learn more about how we can help you create your Campaign Call Center.

Pay Per Call Campaigns

Pay Per Call Campaigns

Popular and effective, pay per call campaigns are a favorite of expert marketers who want to track their success. They use them to drive online sales and leads through digital channels in the most cost-effective way. Due to the increased volume of calls that accompany pay per call campaigns, businesses that deploy them often partner with a professional call center to handle the heightened call volume and manage its flow.

In a pay per call campaign, a company creates its call-based marketing campaign for an online publisher to launch. After launching, the publisher receives credit for all of the calls the campaign generates, at differing levels of compensation based on factors such as length of the call and whether the call yields a sale.

While pay per call campaigns, by definition, drive customers to connect with a company by phone, most businesses don’t have a call center to effectively handle this increase in phone calls. The result can be a loss of sales and even the company’s reputation if these calls are not professionally handled. The customer experience in making a call through a pay-per-call program should be very much the same as their calling a business directly. When these calls are professionally handled, they represent your brand just as you and your employees do.

Professional call center operators typically run the calls they take for pay per call campaigns through a single call center line. Equipped with scripts and protocols for maximizing each call, they can handle a surprisingly large call volume on your behalf. This operator staff can scale up or down as needed – a benefit most companies can’t leverage unless they outsource to a call answering service. Operators are also are equipped with the latest technology so that you have complete visibility and control over call traffic and customer experience. Calls can be filtered by time, region and other factors, and their flow is carefully managed.

Responsive Call Center has partnered with many companies to deliver effective call center solutions for customized pay per call campaigns. Our experienced team of operators has managed call flow for companies in many industries; they are available all day, every day to handle your calls as an extension of your team so you never miss your customers’ calls again. Contact Responsive Call Center to find out more about how we can help your pay per call campaign deliver sales for your business.

Snowed In? A Call Center Can Help You

All it takes is one bad snowstorm to disrupt your company’s telephone service. And when extreme weather conditions hit, your staff may not be able to get into the office to take your customers’ calls even if your telephone system is working. The solution to these problems is to have a contingency back-up plan with a professional call center based in a different location that can cover your customers’ calls when your staff is snowed in or your telephone service is down.

Professional Call Center Partnership

A professional call center partners with you to take your business’ calls whenever you and your staff are unavailable. If you are snowed in, they provide a full range of communication services based on your preferences and protocols.

Call center professionals work with you before a crisis to create scripts and protocols for agents answering your calls to follow. Protocols also include how you would like your calls routed and how you would like to receive your messages. With all these arrangements made prior to you getting snowed in, your call center agents are ready to take your business’ calls precisely as you have specified and can begin doing so at a moment’s notice. At Responsive Call Center, we can handle all of your communication needs 24 hours a day, 7 days a week on an as-needed basis.

  • Call Answering – Whenever you need call answering and message delivery back-up, Responsive Call Center’s experienced agents are available.
  • Message Notification – You decide how you would like your messages delivered – to your cell phone by text, by pager or via landlines, email, or fax.
  • Email – Responsive Call Center’s agents can answer both inbound and outbound emails as you specify.
  • Appointment Scheduling – Responsive Call Center makes sure this function continues so you never miss the opportunity to serve your customers.
  • Emergency Dispatch Scheduling – If your staff needs to be dispatched on an emergency basis, our professional agents can handle the task according to your company’s protocols.

For over 40 years, Responsive Call Center has been there for companies needing call management services during emergencies including staff being snowed in. We have trained live operators available all day, every day so there is no reason to worry about how your calls will be handled. You’ll never rely on answering machines or automated systems again, and your customers will sing your praises for it.

Contact us to find out how we can help you best manage the calls that are most important to you when your team is snowed in or unavailable for any reason.