Magellan Inbound Call Center

The purpose of an interview is to gather as much information as possible about an applicant. Call centers and BPO companies interview hundreds of applicants in a week on average for different positions. Their job is to ensure they are attracting top candidates.

Any information gathered from an interview can be used to assess if and where the person will fit into the company, whether the person seems to have an affinity for the type of work he/she will be expected to do, and, perhaps most important, how the applicant will perform in the future. It is important to frame questions so that the answers are measurable in terms of the company’s needs. Here are some suggestions:

1. Open-ended Questions. This type of question, intended to allow the applicant to do most of the talking, draws out attitudes and information.

2. Probing Questions. This type of question, which also allows the applicant to do the talking, is intended to clarify facts and attitudes.

3. Close-ended Questions. Questions that are phrased to evoke ‘yes’ or ‘no’ answers should not dominate the interview.

4. Past Performance or Behavioral Questions. One way to learn about a candidate’s abilities or how they will perform in the future is to ask how the candidate has handled various types of situations in the past or how they would handle a hypothetical situation. The position for which candidates are being interviewed will influence the questions that will be asked.

On the other end, high-profile candidates could also turn the tables on potential employers by asking them questions like:

1.) Why should I bring my business/life experience to your company?
2.) Where will your business be 5 years from now, and what role do you see me playing in it?
3.) What can your company offer me for personal and professional growth?

Interviews are a two-way street. If you ask intelligent questions, your potential employer will see a confident and knowledgeable individual that is more than just a “yes” man. And candidates will be able to gauge if the company they are considering will nurture their careers. Customer service call centers are always on a lookout for fresh talent – people who are proactive, responsive to change and flexible.

By Arthur Kevin Rabago

In my career as a Talent Acquisition Consultant, I have had my share of processing numerous job applications for call center/BPO aspirants.

I have to admit, during the screening phase – it is frustrating to weed out the most qualified candidates from the wannabes.

Starting out with over a hundred résumés at the start of the day, I only end up with less that 10 “qualified” people – and that is just for paper screening (trust me, communication skills training can be a nosebleed-inducing experience).

In this regard, I would like to share some of the major turn-offs every time I review résumés. Disclaimer: I am not saying that all call center job hunters commit this, but quite a number do.

1) Embellishment of their “skills” and “achievements”

2) Major spelling and grammatical errors

3) Putting a skills matrix that do not actually reflect their skills

4) Selling themselves as “experts” or “knowledgeable” in a skill where they only have theoretical background in.

One of the most annoying things for me is to see how some candidates are sending out their résumé en-masse to every job vacancy available in career portals without any regard to the required skills and qualifications posted in the ad. Sometimes, I receive a generic résumé addressed to over 50 recruiters in the “to” field of the e-mail – with a generic “Please consider me for any position that fits my skills and qualifications” statement.

Other issues: Some candidates just copy and paste each other’s or another person’s résumé, and add their name to it, or they claim to have the skills and experience but cannot explain or prove them during the interview phase.

I think these issues are not exclusively prevalent in the call center industry alone but in other industries too. To be honest, most call center/BPO aspirants are employable. It is just that some of them can be quite selective on what their first job will be. Most of them aspire to be deployed in well-known companies or be assigned to key roles, so they pass up some offers from lesser-known call centers in hopes that someday, they will get a call from a big-name company offering a plum position.

At the end of the day, diligence on every person will pay big time. Companies like inbound call centers will soon find you. Do take the time and effort to enhance your résumé, and your efforts will be rewarded.

There’s nothing quite like having a web site that does its job so perfectly.

A prospect visits your online store one day, looks at your offers, decides to register and checks out an item. The prospect calls your customer service the next day to clarify some issues, is greeted by a warm and knowledgeable agent answering all questions, and feels satisfied with the service. The next thing you know, this prospect tells a community of friends that there is a “cool” web site that provides excellent offerings.

Web-based retailers have been using their online presence to register strong business growth. Their trade secret: Create an engaging customer experience even with the complexities of the web. There are entrepreneurs who simply wanted nothing but a fancy web site, with some pages and pretty photos, that’s all. Managing an online business is more than just virtual existence. It should be proactive. It should be comprehensive. It is easy to use. It is functional.

With all these premises in mind, it is possible for small and medium enterprises with online presence to gain market share only if they view customer service as a lifeline.

Here are some strategies you can now employ in improving customer service on the web:

Build your credibility with “live” agents. Online presence does not have to be cold, impersonal, and detached from the rest of your marketing. Tell your customers that there are real human beings on the other line waiting for them to take in their questions and answer them. Be creative. Inbound call centers are there to serve.

Provide pertinent information. Your web site operates 24/7/365. This is the place where you need to be more comprehensive by providing your selling policies, shipping, costs, delivery, refund guidelines, contact us forms and many more. They are used as future references by visitors.

Seek more customer feedback. Small businesses have a tendency to turn laidback once they see results in their endeavor. It is advisable to ask comments and feedback from your customers as often as you can. Some web sites ask visitors to fill in their quick survey on their quality of service and site’s usability.

Conduct usability tests to ensure the site’s effectiveness. Doing small changes in the web site may help in the ease of use. However, analyze your proposed changes carefully before implementing them. There are cases when visitors liked the previous position of your navigation bars or your Contact Us link on top of the page not on the sidebar.

The online retailing market has been growing exponentially across the globe. The US Commerce Department says that e-commerce grew 14.3% in the first quarter of the year with the web growing four times faster than stores. That said, working with an inbound call center to handle customer concerns has never become more vital in pushing more sales.

Customer service on the web is possible, if not more geared up because of its 24/7 + 365 capabilities.

However, many small businesses with an e-commerce web site are still floundering whether they are doing it correctly or not.

While your inbound call center is buzzing with calls, the online business must be properly fueled to serve customers who prefer using your web site for product purchases.

If you are selling on the web, here are some of the things you need to remember or refresh:

1.    Telephone numbers (we recommend 1 800 numbers) should be highly visible in the home page and possibly in ALL pages. Customers cannot miss them.

2.    Live chat should be working and be manned by one of your inbound call center agents. If a customer is in middle of a research, it would be good to help him or her through the buying process especially that live chats can be opened as a separate window.

3.    Indicate your office hours. Let the customers know your schedules especially during holidays and vacations. If customers are expecting answers within a specific timeframe, they will have an idea how soon they can expect a feedback.

4.    Great and persuasive call to action statements hyperlinked to your Contact Us page for easy contact. Even if your Contact Us is a mail-to form, it is wise to indicate your e-mail address.

5.    Update your product offers. If your web site is an e-commerce type, make sure that the status of a particular item is updated. If the item is out of stock and sold out, update that part ASAP. This is where complaints occur if the customer finds it and confirms to your call center.

6.    Have a quick and easy check out process. No long and complex steps to follow. Keep it short and simple.

7.    Send notification e-mails. Update your customers through e-mail confirming your receipt of their payment or status of delivery.

8.    Immediate shipment. Deliver in 3 to 5 business days if possible. If delivery has a slight delay, offer something like a free item of the same or lower price.

9.    Clear returns policy. Be explicit about indicating your company’s guidelines on returned items.

10.    Privacy policy. It should be found as one of the footer links in your web site.

It is the ultimate goal of small business owners to adequately serve customers and knowing how positive they are with the product or service offers. There is a renewed sense of energy that drives us to move our enterprise a notch higher and we may need professional assistance to achieve this. To serve your customers powerfully, consider 2 choices: Setting up or outsourcing your online customer service to an inbound call center.

Organizations with online businesses can be at risk of losing thousands of money if they fail to effectively manage their e-mails. Voice-based servicing can be tough but it may be tougher if you miss out on an unanswered inquiry found buried in your inbox.

In a previous marketing study made with some Fortune 500 companies and small businesses, it is found that the reply rates of smaller businesses are much higher than their large counterparts with a failure rate of 69%. Why? It is because out of 1,000 e-mail inquiries sent to these big companies, almost 700 were ignored. Another study made in the past year revealed 75% of online businesses not returning their e-mails.

Without a doubt, poor customer handling particularly on the e-mail department can hurt business and lose a good reason to post growth. You are in luck if the customer would try calling your inbound call center if his or her e-mail has remained unanswered after 48 hours. As much as possible, let us make this a rule of thumb: Leave no room for complaints about our service approach. If we are to manage our communication channels whether through voice or online chat, we do so seriously with all bases covered.

On the other hand, we may be the most proactive enterprise with respect to interaction and admittedly, there may be situations when slight delays in our response time may occur but definitely not too long to the point of oblivion! Customers have the right to know how soon and what manner will they receive written feedback from us.

• As much as possible, inform customers about your “office hours”. Plans for slowdowns like holidays and vacations should be announced too. Advisories like this will somehow give your customer an idea how soon an urgent inquiry will be answered. Businesses have an option to maintain customer service during office hours or 24/7. Regardless, reply time ought to be clear.

• Rely on filter messages to sort out incoming messages. Our inboxes can be littered with different kinds of messages and it is easy to neglect that goldmine mail somewhere. If you do message filtering, use it heavily.

• Always make your replies professional and business-like. No tolerance for grammatical or typographical errors. No procrastination.

Ensuring success in customer communications must be one of your ultimate goals. Help from an outsourced customer call center can reduce the times you delay in e-mail replies. Highly professional call center agents can take care of these e-mails and report them to clients. Business cannot afford missing out on these messages. If your business runs an e-commerce web site, the online channel is your window to the outside world. And the mails you could miss might even be a big contribution to your bottom line.

Establishing relationships with our customers is the heart of what we do as a small business.

We engage people through our brands or services. We create a connection that lasts longer. We deliver an experience worthy of buzz.

Customer service plays a critical role in achieving this. Every time customers deal with our inbound call center agents, they expect resolution to a problem or an answer to a question. They turn to you because they trust you are capable.

Long-term relationships with our clientele is possible, only if we –

Explore the possibility of mutual exchange. Your business is not about a one-time sale or another up-sell offer. It is a place for synergy. When customers start to appreciate the value of a shared relationship, you can expect more referrals or recommendations along the way.

Go the extra mile. We under promise, but over deliver. Always provide something unexpected, something not required but noteworthy. That’s the essence of delighting.

Offer services at a fair price. Consumers choose our product because they know it is worth their money. They do not mind paying a premium if they know they get more than what they pay for. However, so many options are now available. We are not the only business that can fulfill their specific needs. Provide a great inbound customer service while promoting your product or service for a fair fee.

Show resolute integrity. We have to be predictable and reliable in every way. It should be relative to the words we say and the actions we do. Being truthful draws people closer and more loyal.

Customers often perceive businesses as a money-making machine that takes every chance to get more at their expense. By offering outstanding support, we shift their mindsets into something more positive.

This is the reason our inbound call center exists specially for them – it is where you can express gratitude for entrusting their business and at every interaction they know you deserve it.

It is the middle of the year and by now, you should have a good grasp on the performance of your customer service strategies. It is best that you take a quick peek to see if they are going in the right direction. Here are a few questions you can ask yourself:

“Does my product or service stand out?”

A great customer experience differentiates us from the rest and therefore makes us stand above the competition.

Customers can easily name companies that provide impeccable service and those that are downright terrible. Just be sure your business does not get bad press. Check if you move your product or service to the point of satisfaction.

“Am I generating referrals?”

There is a book entitled Customers Tell 3 Friends, Angry Customers Tell 3000. From the title itself, it’s true. Consumers are more empowered than ever with new channels already made available for them to voice out their opinions.

Businesses need to pay more attention to customers’ needs. Treat each one as if it is the last. Satisfied people tell their feedback to others and same goes with the irked ones. Ask yourself: Are we getting good word-of-mouth marketing from friends, families and individuals both offline and online?

“Do customers repeat business?”

Do we see first-time customers returning to make purchases?

“Do I make customers happy?”

Are we treating them well? Customer service transcends far beyond loyalty. Consumers expect us to be on our toes delivering an experience. They do not owe us anything but you need them to spur business growth.

Our business is only as good as our last performance, and leveraging on consistency is key. Reviewing our customer wins and retention can guide our business and how we can make it flourish in a consumer-oriented world. Whether our requirement is order taking or help desk, our customer service should always be top-notch through and through.

A satisfied customer is a pat on the back for an outstanding customer service we all work hard for. Happy clients contribute to our company’s bottom-line and there is no doubt that they will continue buying from us.

Here are a few strategies we can apply in our current environment:

Be consistent. Every time we perform well, customers will obviously come back again and again. Businesses should set a high standard from the beginning and consistently strive to attain it. Same goes with customer service. If the agents are from an outsourced inbound call center, they have to adhere to the same standards set for your internal employees.

Listen and don’t pass around. Customers reach out to us because they have complaints. These may either be valid or trivial. Make your customers feel they are vital to your growth by listening to their issues and solving them as quickly as possible. Do not pass their call from one agent to another. This only aggravates their irritation. If this happens, give the customer an assurance that you are top of the situation and will be looking for the solution immediately.

Avoid making promises. There is nothing more annoying than a promise not fulfilled. Remember this cardinal rule: Do only what you can deliver. You keep the customers happy by providing them what is achievable from your end.

Keep an open communication. Technology should be to your advantage, not a logistical nightmare.

If your business has a web site, make sure you have a Contact Us form that is frequently monitored by one of your staff. As much as possible, you stay away from voicemail. Studies show that 79% of customers will not leave their message on voicemail especially if they are placing an order for a product or service. This is the reason why we have 24/7 call center support.

Our customers are our reason why we are in business. Our policies should encompass every customer touch point. Both our internal staff and the outsourced team should have a clear understanding of our customer service guidelines. We  have to be on the same page in making our customers happy.

The goal of any thriving enterprise is to satisfy the diverse needs of clients. Companies need repeat customers to expand. Customer satisfaction however is not enough to compute how many people are returning to make business with you as compared with your competitors. They may even have the same feedback ratings as yours!

Customer engagement holds the key to a profitable and sustainable growth. Engaged customers –

1.    Establish affinity with your brand
2.    Continue purchasing from you
3.    Generate the right buzz about you

What can call centers do to see your customers engaged every day?

Make your brand trustworthy. Establishing trust with a company or its brand is a complex process. We hear stories from customers being disappointed with a brand and firm not to buy it anymore. That brand fell short of their expectations. The truth of the matter is – there are no hard and fast rules in building that elusive consumer confidence. Customers can always choose from a variety of options! One of them can easily please them.

Here is a quick tip on building trust: Deliver only what can you can do and avoid promises you cannot keep.

Treat everyone fairly. Customers are reasonable in their decision to give you their business and therefore, they expect to be treated the same way with respect to their relationship, time and effort spent with you. For instance, consumers want to know how you have come up with the discount rates. Professional integrity is one corporate value your call center must safeguard.

Make customers feel good. Your customer service’s role is to reassure your customers think positively and feel right about your brand. To do this, your customer service should be consistent, personalized and engaging. Their job is to ensure customers feel good about their decision to choose you among your competitors.

Businesses can no longer survive in the rapidly evolving marketplace simply by satisfying demands after a day’s transaction. Bring customers something new and something meaningful, and we can guarantee that you will keep them coming back for more.

Customer service agents from call centers are either bullied or defensive when dealing with nightmare customers.

Ask phone representatives about a “bad” interaction they have had, and they can recount the situation in which they have been screamed and shouted at in lurid detail. Even when our best customer service skills are not enough to pacify an upset customer, we can still make the right moves to improve the situation.

Identify the issue, resolve the problem. A good customer service is when you have an understanding of the matter that made the customer angry so you can deal with the root of the problem and solve it. Listen carefully. Once we have a clear grasp of the concern, ask the customer what would make it better. Reassure that you will be working together to resolve the issue. It is also nice to give that irate customer an e-mail or a phone call to see if things are doing well. It makes that customer feel he or she has been heard and is important to the business.

Do not take it personally. Customers expressed their anger over the phone because they have valid reasons why. Customers do not really want to be upset. Something has gone wrong that triggered displeasure. Stay positive and be in control. Focus on the problem and do not get embattled. Let the customer speak. Agents in customer service, help desk or technical support are there to help, not to aggravate the problem.

Seek the supervisor’s assistance. When matters are getting worse to the point of becoming unmanageable, it is best to escalate the problem immediately to the manager or supervisor. They are trained to deal with irritated customers.

Handling angry customers is not easy (for an agent, every second of this encounter seems like forever) but we can manage tempers flaring by showing our empathy to them. Customers are likely to be responsive if we allow them to speak out. Use words like “I understand” or “Don’t worry, we can do that”.  Customer service call centers are properly trained to handle these matters, and for them they are nothing but a big part of the job.