Top Industries for Call Centers – What to Expect in 2021

With a challenging 2020 now behind us, many businesses are taking lessons learned about their customer experience programs over the past year and creating more effective ways of communicating in 2021. Industries worldwide that adopted the strategy of using call centers to provide critical support to customers during the COVID-19 pandemic are now making this pivot a permanent part of their business plans.

The combination of the two trends is leading to call centers becoming a global solution for customer service and support in companies of all sizes, operating in all sectors of the economy. This shift in how industries provide the exceptional customer service that is at the heart of their customer experience is due to the way call centers provide precisely what is needed to achieve satisfaction for a relatively low cost to businesses.

Businesses experiencing success using this call center-based strategy include:

Healthcare – To meet the unprecedented challenges facing the industry in 2020, healthcare providers have relied on professional call centers to help them communicate with patients. This includes everything from answering caller questions, advising on new procedures in light of the pandemic, notifying them of their appointments, and much more.

E-commerce – Considered a lifeline to essential products and services over the last year, e-commerce businesses in nearly all sectors have depended on professional call centers to support many of their most important functions, such as sales, returns, questions about billing, issues with shipping delays, and anything else that’s come up.

Telecommunications – Providers of a variety of telecommunications services including cable television and the Internet have chosen call centers to provide their customers with 24/7 access to services including technical service, appointment scheduling and reminders, customized customer messaging, surveys and information gathering, and in-bound call metrics.

Utilities and Energy – Highly dependent on customer support that is offered 24/7, utilities and energy companies also use professional call centers for their sales, surveys and information gathering, appointment scheduling and reminders, customer notification functions, and billing inquiries.

Banking and Financial Services – In an industry where personal contact and accuracy is essential, professional call centers have filled potential customer service gaps throughout the pandemic. They have assisted banks and other financial institutions in reducing customer wait times, information gathering, maintenance and recording, and customer updates regarding accounts, tax rules, and more.

Education – Under extreme pressure to keep students learning in a remote environment, professional call centers helped educators and schools with student admissions, career center and crisis support functions, virtual learning and technology support, and customized student and educator messaging.

Automotive – From assisting in the virtual selling process to handling customer inquiries and service appointments, call centers have ensured that automotive businesses stay on track with customer contact during the pandemic.

Hospitality and Travel – Now more than ever before, the industry depends on call centers to ensure their customer experience is exceptional and encourages repeat business through positive social media reviews, and word of mouth referrals. Our agents are trained to assist with sales, post-sales, reservations, surveys, post-experience follow-up, and brand loyalty programs.

Responsive Call Center provides an exemplary customer experience for businesses in all of these industries – plus many more.

For over 40 years, Responsive Call Center has managed call flow for many industries. We have live operators available all day, every day to handle your business calls the same way you would, so your customers do not have to rely on answering machines or automated systems. Our state-of-the-art equipment and well-trained staff makes sure you never miss your customers’ calls. Contact Responsive Call Center to learn more about how we can help you manage the calls that are most important to your business.

Live Answering – Why it’s a Smart Investment for Financial Industry

Providing your financial institution’s customers with live answering services is both the gold standard in customer service and a way to boost sales. The right Responsive Call Center partner is highly experienced in the financial industry’s complex regulations and detailed information gathering requirements.

Responsive Call Center has provided live answering services to businesses in the financial industry for over 40 years. Our expert operators undergo comprehensive training in the representation of financial institutions and have helped banks and financial institutions transmit their mortgage, loans, refinance information, and more, effectively and efficiently.

Responsive Call Center live operators can work 24/7/365 providing support for you in a competitive business environment via phone, email, and chat. We specialize in such tasks as providing financing options, taking and delivering messages, providing interest rate information, completing full loan applications – and much more.

You decide how you want us to manage and route your calls. Our customer relationship management (CRM) systems help us qualify leads and store the specific information that is important to you. From auto loans and home equity lines of credit to refinancing, loan modification, and commercial lending, we follow your protocols, business terminology, and communicate your offerings to support the sales and business functions that make your financial services company compliant and profitable.

The benefits of Responsive Call Center live answering services for companies in the financial industry are clear:

  • • Your Calls are Answered by Professionals Trained in Financial Regulations– You have peace of mind knowing that your calls are being answered by professionals with a deep understanding of your company and the regulatory rules surrounding finance and financial offers.
  • • You Receive Sales-Ready Leads from Inbound Calls– Our operators engage with your customers and potential customers to understand their needs. Then they transfer calls to the right sales agents who now have the opportunity to sell to interested leads.
  • • You Can Delegate the Client Intake Process– When Responsive Call Center professionals are taking care of this important registration process, your staff has more time to focus on serving customers.
  • • You Have Expert Handling of Billing and Support Inquiries– Nothing falls between the cracks when Responsive Call Center live operators handle these functions and your customers with care.
  • • Your Upselling and Cross-Selling Functions Get a Boost– Our operators can be trained to deliver sales from these critical activities right to your company.
  • • Your Customer Service is the Best in the Industry– Responsive Call Center high standards of training ensure that our financial office answering service agents deliver an exceptional customer service experience you would expect from your own staff. The result is customer satisfaction and retention.
  • • You Receive Important Call Metrics– Responsive provides detailed reports at the time intervals you set regarding call trends.
  • • You Save Money– A live answering service mitigates the need to invest capital in creating answering centers and in hiring fixed cost resources.
  • • You Save Time– With Responsive Call Center live answering services, you and your staff have more time to focus on your business, rather than answering basic phone calls.
  • • You Never Miss a Call– In today’s competitive business landscape, missing even one call can be a critical lost opportunity. With Responsive Call Center customized answering services, you will never miss a call and have the opportunity to maximize each call.

Responsive Call Center is the Trusted Choice for the Financial Industry’s Live Answering Services

For more than 40 years, Responsive Call Center has excelled at creating and managing call flow for companies in the financial industry. We exceed the industry’s most demanding requirements and are always fully compliant with regulations. Our live operators are available all day, every day and will handle your business calls the same way you would. Your customers do not want answering machines or impersonal automated systems, they want a live operator. Our state-of-the-art equipment allows our staff to make sure you never again miss any calls.

Contact us to find out more about how we can help you best manage the calls that are most important to your business in the financial industry.

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.