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.
When it comes to building a cohesive brand for your business, customer service is usually overlooked. And this is where the business can really suffer when not handled properly.
Brand awareness is when a potential customer recognises a brand from specific characteristics. It could be the colour, music (jingle), catch-phrase or image the customer recognises. We all know Apple products simply by the apple image and we are heavily influenced by what that apple represents (technology, quality, price point etc).
You really can’t get away with anything these days.
With much of the world’s population in charge of a phone, camera, video and social media apps at the ready, communication has become easier than ever. And, so has complaining.
We want to help you handle those media complaints with some tried and true steps:
Don’t think that complaint will go away
It won’t. In fact, time is a big part of dealing with a complaint successfully. If an irate customer doesn’t feel listened to, you’re simply just poking an already angry bear. Continue reading
Typically, Christmas is a time when your permanent staff are slowing down and planning their summer holiday. However, Christmas is also infamous for customer care centres to be at their busiest! Last minutes demands or scheduling appointments while retailers dealing with product returns due to the wrong size, wrong colour or wrong delivery.
To retain those loyal customers and stay on top of things here are a few tips to keep your business ticking along nicely so you can think about winding down.
You’d be forgiven for thinking call centres were the fashion back in the 1980’s, or that they’re all based in a far-off land which has no real connection to the company they say they work for.
Corporate Connect is a proud New Zealand contact centre helping thousands of organisations to build strong, profitable relationships with their customers.
Creating a truly useful survey requires upfront planning. Although, theoretically, the results obtained from it should match fairly well customer satisfaction scores, there are too often significant discrepancies, highlighting the important of asking the right questions. Continue reading