Hired the wrong person before? It’s an expensive error, isn’t it? The wrong skills, unable to get along with others or lack of experience can be a heavy blow to your brand, especially if the wrong person is the initial contact – the call centre.
It’s a demanding task and not a job for everyone. But at Corporate Connect we are leaders in delivering staff who can handle stressful situations and offer versatility to solve problems and make customers feel important.
For marketing to achieve great things the marketing plan must include a mixture of channels.
You would only have a Facebook page in your marketing plan, just as you wouldn’t have only grapes in a fruit salad. Different channels increase the chances of reaching more people while creating a cohesive brand. And branding is big news when it comes to customer loyalty and perception of what your business is all about.
Customer care used to be pretty straight forward. You phoned the business number, spoke to the right department who hopefully resolved the problem over the phone or had someone visit your home or business to settle the issue.
These days, the competition is fierce, customers are wanting (and expecting) an ‘instant’ result. And, instead of waiting for the train or bus and talking to the person next to them, everyone is steering down at their phones, trying to fit in as many tasks as possible.
The modern consumer has multiple channels in which to seek help – this isn’t front-page news. So why are so many businesses stuck with old-world customer care practices? Fear perhaps? Or simply not knowing where to start?
Call centres are known for dealing with and solving customer service problems. Why? So in-house staff aren’t landed with the time, effort and expertise it takes to do it right.
With any business, cost is a driving factor. But like most things in life, the cheapest (or the most expensive for the matter), is not always the best choice. To know if you are getting bang for your buck, here are some key areas to check when employing a call centre for your business.
Two things New Zealanders absolutely love: 1) DIY and 2) shopping. Can’t purchase what you’re looking for? Well, chances are a local business has seen that gap in the market and has turned it into a small business.
Yep, New Zealanders have a strong entrepreneurial spirit which is reflected in the fact that a staggering 97 per cent of New Zealand businesses fall into the small business category. Of this 97 per cent, 70 per cent are sole-traders and the remainder have few employees – between 1-19 in fact.
According to leading economists, it’s a growing trend. Though small businesses employ just a third of New Zealand’s workforce, they accounted for more than two-thirds of the nations’ jobs growth in 2017-2018.
It’s hard to make good business decisions without any evidence. Actually, that goes for all major decisions in life. Imagine buying a home with a dollar amount you simply picked out of thin air. You’re just not going to do it, are you? Instead, you’ll be looking at statistics, trends and talking to the bank manager to determine where and what you can afford.
Business is booming, clients are placing larger orders, and everything points towards expansion on a nearby horizon.
But with those plans to expand you’d need more customers, and that voice on the phone (or keyboard) is the face of your company. And we all know how first impressions last.