How you take care of your customers determines the growth and success of your business. Studies show that a consumer’s decision to buy a product or service not only depends on price and product quality but on customer satisfaction as well. It’s not surprising that the biggest companies in the world invest so much in tools and methods that help establish strong and effective customer relationships. Continue reading
No matter how great your product or service is, complaints are bound to come up occasionally. Here’s how to manage and learn from customer complaints. Continue reading
Christmas time can be hectic for even the most competent customer service teams! Retail companies in particular are often dealing with overwhelming call volumes as not-quite-right gifts are returned or exchanged. Here are our expert tips for better customer support experiences over the holiday period in New Zealand. Continue reading
As Covid-19 lockdowns and public health measures in New Zealand (and globally) have pushed millions of people out of their offices to work-from-home setups, several companies are considering a permanent move to remote working. Why? And is it a good idea? Continue reading
Here’s how an outsourced call centre can take your customer experience from average to awesome and foster ongoing loyalty to your business. Continue reading
Call centre outsourcing is becoming an increasingly common strategic business decision for New Zealand companies. It enables businesses to manage their customer service functions through a third-party provider, often called a business process outsourcer (BPO). You can use outsourced contact centres for inbound and outbound contact and call services, lead generation, helpdesk services, sales order fulfilment and product research. Continue reading
Many workplaces have seen major upheaval in the past 18 months, as lockdowns, Zoom calls and economic uncertainty have drastically changed the way we do and view our work. In New Zealand, we have been luckier than most in reverting back to some sense of normalcy, but that doesn’t mean our workplaces haven’t been negatively affected. If you feel that the mood or productivity of your employees has declined, rest assured that it is possible to boost morale in your workplace again! Continue reading
The way you sound when speaking on the phone can make a huge impact on how your callers engage with the conversation, particularly if you are trying to make a successful sales pitch or handle a complaint. While not everyone is blessed with the calming tones of Morgan Freeman or David Attenborough, there are still several techniques you can use to make your ‘phone voice’ more appealing.