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
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
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.
Research confirms when we meet someone for the first time we subconsciously form an opinion of them in 4 seconds. Tough crowd, right? Well, there’s more – you then have 30 seconds before that impression is cemented, and cement is tough to move.
First things first. What is customer service technology?
It’s making sure your systems, technology (eg: apps, shopping cart etc) and strategies are all working seamlessly together to deliver the very best in customer service.
With online shopping and online support not just commonplace today, but preferred by many, customer service technology is a fundamental part of any successful business. Here’s what you’ll see a lot more of (and should include in your business strategy) in 2021.
Based in Wellington, we’re proud to be New Zealand owned and operated. Since 1998 we’ve handled millions of phone calls, texts, emails and social media responses from every organisation imaginable throughout New Zealand.
Our diverse range of services means whoever your customer is, we can help them with their questions and concerns, so you can get on with the business of business.
We can house up to 150 customer service representatives, and each and every one of them is professionally trained in all areas of customer service.
Non-for-profit organisations and fundraisers have a hard time getting the script right when it comes to asking for donations. Especially when you’re doing it over the phone. There’s one face to gauge or body language you instinctively trust.
However, if you get the wording right and demonstrate how they can personally make a real difference, you will see greater results.
As a business you aren’t just looking for feedback, you are looking for quality feedback. Feedback which is honest, constructive and give your business genuine insight into how customers see your brand.
Unless their experience has been really bad, customers usually don’t volunteer feedback. They are more likely to take their business elsewhere in future. Unfortunately, his not only means a lost sale or three, but you lose customer loyalty as well. Continue reading