How to improve call center service



⏱️Tiempo de lectura: 4 minutos, 6 segundos

In today’s article, we tell you the secrets to improve the productivity of your call center service and outsource your telemarketing service. Discover how these resources can help you offer a satisfactory service to customers , increase your sales, enjoy the benefits of telemarketing and increase the efficiency of the company. 🤓 Keep reading!

All companies that have a call center want to offer their customers a quality service and with the greatest possible efficiency, thus, in this way, increase productivity and profitability of the business.

To achieve this, it is necessary to have at the disposal of the teleoperators or agents the appropriate technology that allows them to optimize their work while reducing time costs. In addition, at the same time, they allow them to achieve customer satisfaction and/or the closing of a telesale.

Previously, we have talked about customer service and the obligations that must be met to comply with the regulations on data protection in companies that own a call center.

But … what is meant by call center?

Call Center or Call Center.

“It is an area of the company where agents, telemarketers or consultants make or receive calls from or to customers, commercials, …to offer them customer service for and to carry out telemarketing strategies.”

Just as it happens in companies that have a customer service (SAC) or a customer care center (CAU), in this case, it is also the agents who are responsible for interacting with users to provide them with the information and/or services requested from customers.

Therefore, in the same way as in a SAC and in a CAU, it is essential that customer satisfaction is positive.

Undoubtedly, this will lead customers to rate the company very highly, encouraging them to recommend it and to contract services. In short, all this translates into an increase in sales.

Therefore, we are going to provide you with some very useful tips to improve your call center service, but specifically with outgoing calls. And then we will tell you what advantages you can enjoy by optimizing your telesales service.

If you already have a call center and are enjoying the benefits of telemarketing, you may want to improve the training of your telemarketers to make them more productive.

 

What should we improve a Call Center Service?

The first thing we must take into account when making improvements in a call center are the indicators that we are going to improve. In our case they are: customer service, productivity and costs.

Therefore, our main variables are: response time, the resolution of the first call made to the customer and the satisfaction the customer gets after the conversation and the closing of the sale.

Remember that the sale does not end once the contract has been signed, but lasts over time, so the service provided after closing the contract must be even better than when the customer was attended to for the first time.

In short, the improvements must be carried out, above all, in the technological area, in the processes and, of course, in human resources, and they are:

  • Continually carry out evaluations of the agents’ workflow to detect where there is room for improvement in terms of time and/or process.
  • To make available to the agents all the information needed to make a successful sale. This is possible thanks to software that integrates all the business information, databases and resolution information.
  • Integrate your call center with your CRM for better data management to streamline the process.
  • Incorporate a virtual assistant with artificial intelligence, this will allow you to automate and personalize the interactions of simple queries and assign human agents to more complex tasks.
  • Provide customer service protocols in which they have all the information about the product/service they are selling to the customer.
  • Give agents greater autonomy, flexibility and responsibility to avoid transferring calls to other departments, optimize time and resources and improve their motivation.
  • Offer economic incentives for productivity of the work performed. This will increase the motivation of telemarketers and the productivity of the company.

With them, you will achieve that the productivity of your telemarketers is higher, improving the service they provide in telesales and, of course, the success of your company.

 

What are the advantages of telemarketing?

Although many think that having a telesales service in the company is an expense, they are wrong, it is an investment.

Telemarketing is one of the most effective strategies to increase sales of a product and/or service thanks to the professionalism of the agents.

In fact, some of the main advantages of telemarketing are: the optimization of resources, and the analysis and evaluation of each moment of the sale. Although there are other advantages over the competition, such as:

  • You do not need to invest time in staff training if you outsource the service.
  • You get short-term results if you increase the number of calls (higher chances of sales), so you can be receiving a return on investment almost from day one.
  • It offers fast and personalized attention.
  • It allows you to tailor the caller to your needs.
  • Allows you to adapt the product and/or service to the customer’s needs during the conversation.
  • They can make sales regardless of geographic location.
  • They offer a fast and personalized service.
  • It is a service that is available to all customers.
  • It is a service available 365 days a year.
  • It improves sales processes, increases return on investment and reduces costs.
  • They are trained telemarketers for the realization of massive calls with successful results.
  • It does not contain displacement expenses.
  • The agents identify themselves with the name of the company transmitting the brand in a massive way.
  • They convey the objective of the call in a clear and concise way to obtain a high success rate.
  • They can periodically analyze the calls made to improve the service.
  • Improve the company’s profitability and return on investment (ROI).

 

call center service

 

At Gesditel, we have at your disposal everything you need to improve the productivity of your call center and outsource your telemarketing service.

This way, you will be able to offer a satisfactory service to your customers, increase your sales, enjoy the advantages of telemarketing and increase the efficiency of your company.

If you are interested in improving this service of your company and require some advanced feature to improve the customer service provided by your business, count on us, we have what you need.

Optimize it to the maximum and enjoy all its benefits, do not hesitate to contact us, we will assist you without obligation.

We hope this article has been very useful and that you manage to improve the service to the maximum to satisfy the customer, optimize processes and resources, and increase the profitability of the company with a low cost.
Although many think that having a telesales service in the company is an expense, they are wrong, it is an investment.

Telemarketing is one of the most effective strategies to increase sales of a product and/or service thanks to the professionalism of the agents.

In fact, some of the main advantages of telemarketing are: the optimization of resources, and the analysis and evaluation of each moment of the sale. Although there are other advantages over the competition, such as:

You do not need to invest time in staff training if you outsource the service.

You get short-term results if you increase the number of calls (higher chances of sales), so you can be receiving a return on investment almost from day one.
It offers fast and personalized attention.
It allows you to tailor the caller to your needs.
Allows you to adapt the product and/or service to the customer’s needs during the conversation.
They can make sales regardless of geographic location.
They offer a fast and personalized service.
It is a service that is available to all customers.
It is a service available 365 days a year.
It improves sales processes, increases return on investment and reduces costs.
They are trained telemarketers for the realization of massive calls with successful results.
It does not contain displacement expenses.

The agents identify themselves with the name of the company transmitting the brand in a massive way.
They convey the objective of the call in a clear and concise way to obtain a high success rate.

They can periodically analyze the calls made to improve the service.

Improve the company’s profitability and return on investment (ROI).

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