Customer Service Outsourcing: Retail Industry Guide

Amidst the existential challenges currently facing the retail industry, many businesses are seeking new solutions to deliver more sales and greater customer satisfaction. One trend that retailers have begun to leverage in their search for greater audience engagement is deploying an omnichannel-based sales strategy.

Omnichannel is a cross-channel, content-based strategy that businesses are using to enhance communications and boost sales with their audiences. It involves businesses engaging with their audiences via numerous channels, such as in physical company locations and other environments including phone, chat, e-commerce, mobile applications (including text), social media, personalized video, and augmented and mixed reality. The driving force behind these activities is to provide exemplary customer service and brand awareness in all of the media and other spaces that audiences use when and where they use them. This means that if customers and others start their experience with a business on one channel and shift to another, they know the business knows who they are (because it is everywhere they are) and can answer their needs.

The tactic has already worked well for several industries in which businesses are communicating frequently with audiences simultaneously on most, or all, of these channels. These include telecommunications, healthcare, and financial services. Retailers are relative newcomers to the trend.

Challenges for Retailers

The challenge for retail business owners is to provide constant customer contact that omnichannel requires while trying to focus on their core business. The effort can be burdensome as they try to deliver on their core product and service offerings at the same time as they engage in omnichannel’s constant contact.

What’s the best solution?

To answer this need to allow businesses to focus on their core expertise while still frequently communicating with their audiences, many retailers are choosing to outsource their customer service and omnichannel contact functions. This involves partnering with a trusted call center service that takes care of all of your customer contacts so you can focus on your business. The right call center understands your needs in each area of customer contact, creates a customized program to meet them, and trains its staff in your business’s policies and procedures.

In the process, you save time and money because you don’t need to hire, train, and provide benefits for more staff. You can scale the services the call center provides for you up or down depending on the season and your needs, easily add new sales territories, and add diverse languages to serve more customers.

Basic call center services that help retail businesses optimize inbound call management include:

Outbound call management services that call centers provide include:

The right call center trains their qualified staff to satisfy your company’s specific requirements in each of these functions, caring for your customers with the same commitment as your staff.

This same expertise extends to providing your retail business with specific new omnichannel services that support:

  • Live chat
  • Email
  • SMS
  • Mobile apps
  • Social media

Many retailers find that call centers are particularly adept with omnichannel as they have experience across all digital channels and stay current with emerging technologies, such as voice-activated shopping and augmented reality. Ultimately the right call center for your retail business will be your biggest brand advocate, providing exceptional customer service, contact, and satisfaction that delivers a boost in brand awareness and an increase in sales.

Responsive Call Center is the Right Choice for Retail Customer Omnichannel Communications

For more than 40 years, Responsive Call Center has served retailers and many other industries by providing live operators available all day, every day to handle virtually any kind of communication that provides customer service and satisfaction. Our state-of-the-art equipment and highly trained staff allow us to make sure you never miss an opportunity to positively engage with customers and potential customers.

Contact us to find out more about how we can help your retail business.

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.