Experience: A call center unit is as good as its work experience. If the BPO firm has handled similar projects in the past, they will be able to do a good job. I’m not writing off the less experienced ones as incapable, but that is a different parameter. Generally speaking, experience in telemarketing counts. It reduces costs and minimizes risk. With the coming of the new age tools, experience has not lost its zeal and value. Clients still prefer telemarketing services that has been in the sector for some time now. They are more likely to know the industry trends and the demands of the market. All these are like soft skills of the BPO service unit.
Next comes the one-time-offers. The customer is automatically shown up to 5 one-time-offers. 1st product costs $37, 2nd costs $197, 3rd costs $497, 4th costs $1,997, and 5th costs $5,000. Believe it or not, but there are customers who will go all the way through this funnel and buy to the end.
Cost is clearly a factor when it comes to choosing a company to handle your customer service needs. Ask yourself if the amount you will be charged is fair for the services provided. You should also determine whether the company’s metrics are in line with the rate they charge. A company that is cheaper than the rest won’t be cost-effective if they cause you to lose customers due to poor performance.
FCR ratios are a favorite with clients. call center tijuana near Tijuana, Baja California units achieving a high FCR would mean greater faith from the clients. You can bag better telemarketing projects when you have a high FCR. FCR is also important to maintain healthy relationships with your customers. Customers will bend towards brand loyalty and stick to your company when you resolve their issues on the very first instance. FCR builds up brand reputation and that is something that all modern business firms need.
(3)For this to happen, so-called “quality checklists” must contain more than hollow terms. They need definitions. The phone phenomena that are discussed need to be defined objectively and behaviorally. For example, I’ve seen numerous score sheets that use the term, “sincerity.” This is a dumb category to begin with, because the link between someone sounding sincere and getting great customer results is tenuous, but more important how can Bill tell when someone is sincere? Is he omniscient, all-seeing, able to enter others’ hearts and souls at will? If we define sincerity objectively, however, as the rep’s VOICE behaving a certain way, doing certain things while avoiding others; or as a customer’s VOICE doing certain things or saying certain words, in response, we move onto more solid ground.
The average handling time, or AHT, is calculated by averaging the average talk time and the not ready time. Not ready time is the amount of time spent dealing with paperwork or data entry after speaking with a customer. Agents are not available to handle calls when they are completing work after a call. The shorter the AHT, the more customers that will be serviced by the call centers agents.
Once you have been trained, you are assigned a cubicle and told to get to work. If you are lucky, you will work with a buddy for a while, until you get used to the process. If not, oh well, you can always put the caller on hold while you call the help desk. Hopefully someone has explained to you how to access this resource before you actually have to put it to the test (which will probably be your very first call).
The result? The value of each of your subscribers (on your list) skyrockets to possibly over $10 per month. Typically a subscriber is only worth between $1-$3 per month to you.