Just as there is an inbound call center, there is also an outbound contact center. In an outbound contact center, your agents or telemarketers will be the ones who are going to reach out to your leads or potential customers. There are quite a number of outbound contact centers that are available in different parts of
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Outbound Contact Center
Do you know Timothy Ferriss? His book, The 4-hour Workweek, became no. 1 in both the New York Times and WSJ Bestseller Lists. He has seen in the world and has garnered a lot of titles and awards under his name. For example, he has been a break dancer in MTV in Taiwan. He went
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Enjoy Your Life, Get a Virtual Assistant
When you are managing a business, it is always best to make preparations for a contact center customer service. Nowadays, every business has one, and it is in your best interests to maintain a contact center customer service given the many advantages that you can enjoy from it. First, having a contact center for customer service
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Contact Center Customer Service
Are you still in the process of convincing yourself why you need the help of service call centers? Perhaps you’re one of those who are apprehensive in passing down certain jobs to people you haven’t met yet—or will never be, unless you have some time to visit the facility—or you don’t know anything about
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Top 3 Reasons Why You Need Service Call Center
It’s supposed to be another ordinary night for you until you’ve picked up the phone and heard expletives on the other line. All of a sudden, you’ve got mixed emotions. You didn’t know what to say to stop the other person from talking such way to you. On the other hand, a portion of your mind was getting ready for a rebuttal.
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Top 3 Things to Do in Dealing with an Angry Customer
Several weeks ago, I got an email from a co-worker that stumbled on this blog trying to get a feel for what other Knowledge Managers might be doing at Microsoft. I hadn’t updated this blog in maybe a year or so, but it was the only way that the co-worker would know I existed and cared about KM. I think there is a lesson here – just because your content is stale doesn’t mean it’s not relevant. The trick is to make sure your content continues to exist, even if you don’t care about it anymore.
Usually, when a customer has a problem, our immediate response is to solve the problem and continue with our day. Although this is somewhat the right thing to do but if you want to offer impeccable customer service, you have to make sure that you avoid the problem or issue arising again. If instead of just solving the problem, you make an extra effort to prevent the same problem from arising, your business will become more proficient and your customers become more satisfied and happier.
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Serve Customer Service Like It’s HOT!
Customer service is important in marketing and branding your service and product. If you feel that your business can’t handle such service, you might want to outsource your customer service to a professional customer support call center in the Philippines. A customer support call center can help you deliver a more-than-your -average customer service and
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Customer Support Call Center
Looking for an excellent customer service call center? Customer service call centers provide the needed top-quality customer service that a business can provide for its customers. Customer service should not be confused with customer satisfaction. Customer service is like a brand, customer service is what the customer perceives and recalls of the service they are
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Customer Service Call Center
If you are worried of the never-ending tasks and responsibilities that you have to face every day, why don’t you hire a personal assistant (PA)? A personal assistant can help out by doing tasks and duties that you can’t personally attend to. Several years ago, only top executives or celebrities hire personal assistants. Most people
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Manage Your Needs With A Virtual Assistant
Knowledge management (KM) has enormous potential to improve operational efficiencies and customer satisfaction in a TS setup. But, far too many KM initiatives fail at various stages of implementation. Let us take a closer look at some of the reasons: Lack of organizational leadership to encourage collaborative culture: Effective implementation of KM involves introducing sizeable changes to the way support teams work. Absence of a KM champion, acting as a catalytic change agent, makes it difficult for the KM initiative to take off. You need someone who evangelizes (read: thinks, dreams, breathes) KM passionately. Knowledge has limited shelf-life: Delay in capturing or sharing knowledge base (KB) substantially reduces its utility. You may be losing valuable time in your efforts to review and sanitize the knowledge. In the absence of a published KB article, your support engineers are sharing their solutions with the customers anyway. KB does not capture the customer’s context: KB articles mostly talk about the root cause of a problem and the solution, but leave out the customer context. Customers do not call in saying, “IMAP proxy server crashes when the TCP packet size is XXX.” When you record the customer’s context, your frontline engineers can find the relevant KB article based on how customers describe their problem.
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Why do so Many KM Initiatives Fail in Technical Support (TS) Operations?
In the last blog , I have talked about the two relationships that constitute the eco system of tech support service and the two models that govern these relationships: Operational and engagement maturity models. I have also briefly introduced the operational maturity model
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Engagement Maturity Model: How Do I Manage Relationship With My Partner?
As the world becomes more and more virtual, so does the way of doing business. SME’s and Entrepreneurs are looking to outsourcing more and more to be able to lower costs as well as build their companies faster. As the internet has become an advertising or marketing focus for many companies in business today, so
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Philippines Outsourcing Company, The Live2Sell Group, Launches their Online Marketing Assistant Service, YourWebPA.com!
Technical support is an operationally intensive function and it is easy to get overwhelmed with too many things that need to be addressed urgently. This makes tech support function a fertile ground for breeding crisis situations day in and day out, leading to many ad-hoc decisions. It is not uncommon for a head of tech support function to have the nagging feeling that there should be a better way of doing things, but doesn’t know where to start and how to go about bringing in transformational changes.
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First Step of Transformation: Know the Maturity Level You Are At
In the earlier blog we asked if SMBs can achieve “support nirvana” by retaining focus on its core business and on “shoestring budgets.” As a matter of fact, most of the SMBs do not think about these questions, as they feel they do not need and/or cannot afford a full-time tech support team. The assumption here is that the call volume does not warrant full-time tech support. Engaging a partner is not an easy choice for an SMB, as the partner always wants volume business to provide affordable services. This is not true anymore. Tech-support is not just for the large companies with hundreds of customers, large budgets, and higher call volumes. In fact, it is often more productive for the SMBs to look at partners to offload their support requirements
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Debunking the SMB Myth about Technical Support
Over the years, technical complexity of products and the ecosystem in which they operate have compounded tremendously. Products are increasingly becoming difficult to maintain and complex to support. As part of their evaluation process, customers are taking a critical look at the quality and depth of support provided by product vendors even before making a feature-to-feature comparison between available alternatives. Since these products are deployed in a wide variety of configurations, customers need continuous help and see great value in entering and extending support contracts, often at significant cost. Thus, technical support has truly become a major product differentiator, not just to improve customer satisfaction and retention, but also from the viewpoint of revenue generation. Building and growing a competent technical support team for complex products in the face of ever growing customer base is a daunting task for any product company, more so for Small and Medium Businesses (SMB). At the same time, handing off the customer-facing activity to a partner is a difficult decision fraught with significant potential risks. A few questions SMBs battle with are:
Technical Support needs of Small and Medium Businesses (SMBs) are distinctively different from that of their larger counterparts. Product companies in the SMB segment face multiple challenges linked to the products, technical support, service delivery model, and choice of partners. A little bit of support will help these product companies a great deal in taking the right decision in their technical support strategy. This thought process has given rise to this blog. The objective of this blog is to help SMB product companies leverage the benefits of technical support services. As we start sharing our experiences with you, we also expect to interact with you a lot in the coming weeks and even answer some of your questions and concerns. Even as we talk about some of the common issues, we would like to take up specific queries raised by you to discuss and provide our points of view
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Leveraging Technical Support for Small and Medium Businesses (SMB)
A correction: Thanks to a great discussion with a co-worker (Sacha Arozarena Valladares – http://blogs.msdn.com/sacha/ ) he told me that my analogy doesn’t work well re: the mortgage industry. He’s right. The issue with my analogy is that the wisdom of crowds assumes that all knowledge is agnostic and created by the crowd itself. In the banking case, a small oligarchy of firms were making hugely bad decisions and not showing how they were coming up with “good information.” Thanks for the catch there Sacha. Additionally, he mentioned some interesting work going on in the realm of developer-crowding. Take a look at http://stackoverflow.com when you have time. This site takes questions from developers, and then gets answers from the community. People rank how the answers fit the question, and the higher the ranking for the answer or person, the more trusted that answer or person becomes.
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Why I don’t believe in the wisdom of crowds
I checked out this book from our work library. I really hope that it gives an idea how to actually measure anything. To make sure it was really worth my time, I looked up a reader review I found on the web . This made me slightly concerned, although if you look at the reviewers credential, they are also very concerned about how to measure stuff, so it’s possible that if the reviewer didn’t think of the solution, everyone else’s solution must be crap. I also have a tendency to think this way. 
I can’t find an abstract on this book, so if you feel like writing a couple of paragraphs about what you thought the main themes of the book are, that’d be awesome. Otherwise, I’ll be digging my way through it over the next couple of weeks. Wish me luck. Hunter Donald Program Manager – Knowledge Management Strategy Commercial Technical Support
We are very concerned about the amount of time our engineers spend blogging. In our business, we think it’s absolutely the right thing to do – get engineers to talk to customers directly about the products they support. They can use blogs to talk about things that the knowledge base doesn’t typically cover, or expand on topics covered in other sources. The amount of time they spend on this activity requires that we get some intelligence about the success of the content. As I’ve written in previous posts, analytics can be used to help build a story of the success of your efforts. We get monthly reports from MSDN and TechNet that show us the monthly page views and RSS deliveries of our blogs. When I first started this blog several months ago, I was very curious to see how many people actually cared about what I was writing. The first three months of data was pretty surprising
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Use AdCenter or other analytics to get a "sobering" view of who is reading your blogs
