Struggling to keep your head above water when it comes to customer support? Outsourcing some, most, or all of your company’s customer support may be the right option. But if you don’t have sole decision-making power at your company, you may need to present the case for outsourcing to your CEO or other C-suite executives.
How can you push past common objections, show the benefits of working with a partner, and convince your executive team that outsourced customer support is a good idea? We listed five ways below.
At the The City Club of Cleveland on October 13, 2023, our CEO, Sam Falletta, delivered a compelling speech on the evolving landscape of the workforce. His insights into the systemic changes reshaping our industries captivated the audience, leaving a lasting impact on everyone present. Here, we summarize the key points from his speech, highlighting how these transformations are influencing businesses and employees alike.
Outsourcing customer experience (CX) is a pivotal decision for any organization. Your chosen partner will become the face of your brand, so it’s critical to ensure they align with your company’s values and goals. At Incept Results, we understand the significance of this decision and want to guide you through the process with five essential questions to ask a potential CX partner.
Providing a great customer experience should always be your top priority. And if your business is starting to outgrow your in-house customer support team, it may be time to work with an outsourced call center partner.
Outsourcing customer experience (CX) is more than just a cost-saving measure; it’s an opportunity to enhance service quality and achieve significant business results. Selecting the right partner requires careful consideration. Here are five essential questions to ask to ensure your partner can deliver the outcomes you need.
The client came to Incept due to their under performing inbound sales team and a high turnover rate. Their high-ticket product is knowledge-intensive and due to the lack of in-house brand support, they needed an outsource CX partner to aid in issue resolution. On top of phone support, the client also required inbound email and website chat support to ensure an omnichannel customer experience.
In the age where companies compete heavily for customers based on customer experience alone, it shouldn’t be surprising that we keep talking about ways to improve customer experience. Customers are getting increasingly more likely to switch brands even after just one poor experience with the brand.
Because of this, your company needs to be on the same CX page no matter the department. Regardless if they call customer support or message via Facebook Messenger, they should be treated the same and receive the same outcome.
Whether you have a customer experience strategy that you would like to improve, or you are in the planning stages of creating one, here are some of our favorite ways to improve customer experience.
The term “customer experience” seems to be thrown around a lot lately, and for good reason! Companies have begun to realize the importance of a customer’s entire experience with them, rather than just when they contact customer service.
Customer experience isn’t something brands should (or can afford to) take lightly. In the past year alone, 49% of people have said that they switched brands due to poor customer experience. 81% of companies also state that they are competing based on CX alone, which means that customer experience is the new brand.
Now more than ever, it’s important for every B2C company to understand that your company’s brand is more than colors and logos. Your brand still encompasses marketing, but customer experience is really the key factor in how potential and current customers feel about your company.
We know that when it comes to your business, success comes down to how your customers view their experience with not only the product/service, but also with the customer support team. Because it's much easier to convert a current customer than someone unfamiliar with your brand, the goal of your business should be to ensure customers to come back monthly or yearly. Therefore, ensuring that churn is minimized is essential for business success.
In the past year, 49% of people have switched from a service provider or business because of poor customer support. Therefore, in order for your customers to remain satisfied and your business to be successful, exceptional customer support is key.
In marketing and business development, it’s always stated that you need to reach out to leads with the right content at the right time. This is the same when they have already agreed to be a subscribing customer! The best customer support comes down to being available to assist when your customer needs it, how they want to be in contact, and with the personalized help they need.
While today’s modern world is centered around technology, our society will always crave human interaction, especially when it comes to customer support.
Quality conversations and interactions never go unnoticed by customers. In fact, 86% of buyers are willing to pay more for a great customer experience.
And what’s correlated to exceptional CX? Adding a human touch to every conversation.
Whether your customer support team is in-house or you’re a company that provides outsourced customer experience solutions, take note of how your team can give a human touch to a customer’s experience through the tips below.
While everyone knows that call centers deal with calls, not everyone is aware of what all a call center is capable of. Incept has over 25 years of experience in the call center industry, and is here to quickly answer the common question of, “what’s the difference between an inbound and outbound call center?”
When your B2C company wants to grow, where is the first place you turn?
Your current customers, right?
This answer seems to be an easy one, but when 54% of customers say that companies need to transform how they engage with them, it’s clear that not every company thinks this way.
We always believe that the customer comes first, which is why we’re so excited about customer engagement trends and how your company can make the experience better for them.
When your customers have been the foundation of your business’ growth, it’s understandable (and even expected!) that there’s a high importance on those relationships. As an expert in conversational marketing, we know what it takes to form and maintain the relationship with your customers.
Whether you have an in-house contact center or you have an outsourced partner, these customer service skills need to be top of mind for all of your call center agents.
Churn is the most important word to your subscription business. A Gartner Group reports that 80 percent of your future revenue will come from 20 percent of your current customers. By investing directly in those relationships, you can ensure you are maximizing the lifetime value of each customer. A study conducted by Bain & Co. cited that increasing customer retention rates by 5 percent increases profits by 25 to 95 percent.
Everyone’s family has a secret recipe for Thanksgiving that’s been passed down over the years. The pie, the stuffing and even the cranberry sauce all have a personal touch that has been tested and perfected lovingly over time.
Many times creating exceptional employee engagement can seem just like that Thanksgiving pumpkin pie – a mysterious recipe that seems just out of grasp, so secret you can’t wait for the day when someone will tell you how to make it perfect. You might test a few techniques here or there, but when the result isn’t perfect, it’s often times blamed on not having that top-secret recipe.
Whether you have an in-house call center, or you have an outsourced telemarketing partner, it is so important to know how to measure performance and success. Answering a call is great, but if the customer isn’t satisfied, what’s the point?
As an experienced telemarketing company, we know how important it is to not only track the following important key performance indicators, but continually work to improve your inbound telemarketing stats. Below are three important KPIs for inbound telemarketing services are essential to not only retain happy customers, but also to help your business continue to grow!
The landscape of communication is rapidly evolving so we strive to keep tabs on latest contact center trends so that we can provide our clients (and their customers) with the best service. Being in a mindset of growth and advancement always proves to be effective in helping our clients achieve their customer service goals as well as improving our own business.
Whether the current call center trends include tactics that we already employ or methods that we see on our horizon, here’s what our team is most excited about in 2019:
Incept’s CEO, Sam Falletta, was recently featured on The Market That Moves America podcast where he talked about Incept’s path from rapid expansion to focused growth. With nearly two out of five middle market businesses lacking a clearly defined strategy to guide business decisions, this podcast is worth a listen for any business interested in learning from one company’s journey towards strategic growth.
Developing a high quality monitoring and coaching system starts with identifying your desired outcome – results. If the Conversational Quality (CQ) system is not designed to be an accurate measurement of performance, then that disconnect will result in a quality system that can actually harm your results rather than help them. The question becomes, how do you know if your quality system is working properly? What metrics do you look at to ensure a good product that will accurately measure results?
March Madness reveals America’s best college basketball team and the super fans that stood behind them from the beginning. From rivalries to upsets, blowouts to buzzer-beaters; we anxiously wait to witness what will unfold between March 14th and April 3rd as the top programs in the country battle for a national championship and the rest of us battle for the best bracket.
