Magellan Inbound Call Center

Customer service and sales are among the fastest growing industries this year, according to the recent statistics from CareerBuilder’s 2011 Job Forecast.

Reports from the survey revealed that 25% of hiring managers plan to hire more customer service representatives or those who can work in a customer service call center. Twenty-seven percent of these surveyed respondents plan hiring more professionals with sales backgrounds.

In all, 24% of employers are planning to hire full-time employees this year, up 20% from 2010. More than half of employers surveyed said they were in a better financial standing in 2011 than they were at the beginning of 2010. Only 13% percent of surveyed employers plan to hire part-time employees this year, up 11% percent from 2010.

Improving levels of customer satisfaction

Customer service does not merely function as an after-sales department for the organization. It is designed to improve levels of customer satisfaction, making more customers feel that the product or service they have considered to buy exceeds their expectation.

Now more than ever, companies have been focusing on stronger customer relationships. This confirms the job market’s strong demand for highly skilled workers that can thrive and succeed in this dynamic industry. The effects of the global economic meltdown have made organizations more attuned to the needs of their customers, resulting in increased retention and healthy revenues.

Other growing occupations ready to be filled this year are for skilled trade (heating and air-conditioning, plumbers, pipe-fitters, and electricians); engineering; transportation, warehousing and utilities; education; health care; and automotive industries.

Reference: CareerBuilder 2011 Job Forecast

SEVEN in ten (70%) customers say they are more than willing to spend 13% more with a company they believe provides excellent customer service, and has established that history. Over seven in ten customers (73%) in 2011 believe they have spent more with a business because of a track record in good customer service experiences.

These findings were gathered in the 2011 American Express Global Customer Service Barometer, a survey conducted in the United States and nine other countries to explore attitudes and preferences toward customer service. A total of 1,018 random online interviews were conducted among US-based consumers aged 18+ between February 2 and February 10, 2011.

Meeting, but not exceeding expectations
A majority of respondents (61%) say that the customer service experiences they receive from companies usually meet their expectations. Three in ten (29%) feel their expectations are not being met. Also same from last year, less than one-tenth (6%) of the consumers in 2011 think that the customer service experiences they received from companies ‘exceed their expectations.’

Speaking with a live person on the phone tops the method for resolving customer issues (90%), followed by face to face (75%). Fewer respondents say they are interested in resolving issues via the web site or e-mail (67%). Half of them are interested in online chat (47%), while one in five are interested in resolving issues via social networking (22%), SMS (22%) or automated voice response on the phone (20%).

Three in five (59%) respondents say they are willing to try a new brand or company to get better customer service. Other customers are willing to go out of their way to get better service by traveling a longer distance (22%), or sacrificing convenience (19%).

Reference: American Express Global Customer Service Barometer, May 2011

Magellan Solutions Outsourcing Inc., one of the growing call centers in the Philippines, is offering premium reservations call center or bookings and accommodations at affordable pricing plans, which can start at $130 per month.

Owners of hotel, inns and motel chains, restaurants, spas, beach resorts and those from the medical tourism and hospitality industries will find a reasonably priced contact center pricing plan as an enviable option for their round-the-clock operations. Not only do they get the best deals by paying only for the number of call minutes every month, they enjoy top 24/7 customer service available in the market today.

According to Fred Chua, chief executive officer of Magellan Solutions Outsourcing Inc., “Businesses will always be on a constant lookout for getting quality service for less. Magellan Solutions’ reservations call center service provides that answer, enabling hotels and restaurant business owners to take advantage of the same level of service that big multinational call center companies give to large organizations globally.”

Bracket Metering Payment System

Magellan Solutions’ top-rate reservation contact center packages are all bracket metered and therefore at flat prices, offered on both prepaid and postpaid depending on the number of calls going through their hotlines every month. If companies go beyond spending from their chosen fixed plan, they only pay the amount of the plan plus the excess in that period.

Chua usually advises prospective customers from the beginning, helping them identify the right package suited for them. “If they are on a strict budget, we can always offer the most appropriate package based on the number of minute calls. In the end, we give them a highly flexible plan that they can always upgrade without sacrificing the quality and delivery they expect from a professional team of call center agents. All it takes is a simple call.”

Aside from reservations call center services, Magellan Solutions offers flat pricing plans to order taking call center services and telephone answering services. These services have been the most in-demand outsourced customer service because businesses are looking for a partner that can effectively engage and manage customers anytime of the day. Organizations realize to increase their bottom-line they should always be available responding to calls even after office hours, during weekends and holidays.

Interested travel operators, hotel chains and other service-oriented businesses can find out more what they can get from these plans by calling Magellan Solutions’ toll-free numbers 1-800-371-6224.

While consumers shove the famous phrase The Customer is Always Right in our faces, we cannot help but feel the searing pain every time we deal with “customers from hell.”

Being “bad” as a customer is subjective and could mean a lot of things, depending on how you define it. There are companies that have high tolerance for dealing with difficult people while those who are not easily give in and push back.

Customers are considered “bad” if they insist on what they want or abuse our fellow workers. Ultimately, they require our undivided attention, yet can suck out all our energies. Agents working in a customer call center can quickly tell individuals like this through the tone of their voice and their impossible demands.

Sadly, there are many small and medium businesses that have fallen trap into tough situations, thinking that regardless of how customers treat them, they still contribute to bottom-line growth. This is partially true. But if holding on to this kind of customers is hurting our business, then it is time to assess whether they are worth keeping or not.

So, how do we let go of complicated customers? Here are guidelines to remember:

Identify the problem. We need to know what situations have been the most damaging in the relationship. Get a good understanding of what is really going on before we decide if this would mean giving up these unreasonable customers (at last!).

Present your issue. As growing organizations, we also have the right to voice out our opinions. Be prepared because these customers may or may not be willing to accept our feedback. They will either change for the better or resist us. If they resist and push back, then we should carefully analyze and decide how these customers will benefit us in the long run.

Recommend a new partner. If all else fails and you have done everything to make these customers realize their behavior, then show your kindness by helping them find another supplier.

Losing customers may not be a wise move as this may affect our revenues, but think of the consequences they make in our activities. Let us give ourselves one big favor by keeping customers who are worthy of our time and money. And if you want to effectively manage different types of customers, consider hiring an outsourced customer service or any inbound call center support. These agents are your front liners, the experts in establishing long and healthy vendor-customer relationships.

If you are on the contact center industry side, you would probably think that being sugary nice to customers is the proven formula for increasing order fulfillment (and for pleasing your business client).

The truth is, playing nice is just one part of customer service. When it comes to increasing sales and making profits for clients, a confident and engaging call center agent wins the customer’s trust and makes more order fulfillment for the day.

Confident and proactive

Contact centers around the world are espousing a more innovative approach in dealing with callers. Agents working in an answering service order taking call center are not mere order takers but sellers of products. Top customer service call center agents can put callers in the right mood and set a logical environment to process orders.

As the economy takes an upward turn, small and medium businesses can consider this as an opportune time to focus on closing more orders through customer engagement. It would not even hurt a bit if you can up-sell new offers.

Order taking call centers now play a big role in boosting sales orders. Customer service transcends beyond serving people because every closed sale results in healthy profits. A great workplace drives agents to excel, enabling them to manage every call with a sense of urgency. Instead of hearing a monotonous scripted description on product offers, agents brimming with energy can pitch an offer by saying something like, “Mr./Ms. (name), we can deliver this product within 24 hours if you act now…”

Customers react differently when handled by snappy and engaging call center agents. Not only is it a worthwhile call for them, it is a subtle path to achieving long-term relationships. Forget call centers that cannot fulfill their purpose. It is time to create an exhilarating experience from a high-quality customer-centric organization driven by its inbound call center.

Hiring a help desk call center can be a demanding process for businesses considering an offshore provider. This entails lots of research, in-depth interviews and rigorous screening. It is an uncharted territory so every step should be sure, and every decision informed.

First off, keep in mind that help desk call centers have their own key competencies. There are call centers that have experience in managing some of the world’s technology brands, backed by hundreds of top-level agents and the latest technologies, while others have worked with start-ups or mid-sized companies that are still carving out a niche in the market. There are those that can deliver a full range of services and capabilities while some specialize only in one. You will be either impressed or overwhelmed with many options around you, but the main question remains: “Is it worth the time and effort going offshore?” If you are outsourcing abroad for the first time, here are top three guidelines for selecting the most appropriate vendor:

1.    Consider a site visit. This is a must. If you are exploring an offshore customer service to handle your product or service, you should arrange an ocular inspection to see how technical support agents work. As prospect, you need to observe how these representatives talk to their customers and how they escalate issues. Do not be afraid to ask team leaders or managers in the operations floor because they can give you a strong sense of the actual help desk environment. You are there to ask and learn.

2.    Look at the company’s track record. When in doubt, go for a provider that has experience in your line of business. You do not want to end up in the obsolete and inefficient company.

3.    Ask for references. Call a current or a previous client regarding the call center’s performance. Interviewing referees validates initial impressions and removes apprehensions. More importantly, previous and existing clients can provide you with opinions to help you make the right choice.

The role of technical support has increased in importance around the world. New products and services surge every year, and they are bought by thousands of end-users. There are cases when customers cannot afford to return to the store where they bought the device. They rely on help desk call centers for solving technical problems. Companies that outsource to the right technical support call center have better customer satisfaction and higher success rate in retaining existing customers. Start looking for the right provider today.

There is a common rap among businesses that telephone answering services are for doctors, dentists or anyone who runs a small clinic. You call the office for an appointment and surprisingly, a call center agent sets a schedule for you. No need to wait for the next day to arrange the time and date.

The truth is, any company from any industry – real estate, education, technology, pharmaceuticals, insurance, and many more – can take advantage of a business answering service. This is an inbound call center service that offers a unique business proposition for any sized organization.

The answer to staffing

Because companies are constantly seeking creative ways to reduce costs, a telephone answering service provides them with a strong brand image minus the expensive price tag. It is cost effective because businesses can enjoy sophisticated calling services and administrative support at a fraction of the cost of retaining a full-time employee.

Many inbound call centers like Magellan Solutions (which caters to small and medium businesses) are offering attractive call packages, most of which are on flat pricing. Call minute plans can start from as low as US$130 per month. You can receive appointments even when you are out of the office, on a day off, or traveling to another state.

Business is always connected

Chances are, the orthodontist you are calling for a noon appointment may be using a live answering service call center. Or even the law office you have been planning to visit to fix some legal matters.

Whether the call comes in immediately or during after office hours, an answering service gives you 24/7 customer support coverage. This is in response to the strong demand from customers wanting to get things done as quickly as possible. An outsourced telephone answering service call center is finally here to address this need – and more. Magellan Solutions brings value to business by giving you a dedicated team of agents working round the clock so you will never miss an important call. The business is always in.

The company has been receiving inquiries from businesses wanting to outsource their help desk call center to the Philippines. This is a positive indication that Philippines-based call centers are capable of handling world-class technical support.

These days, business owners can choose from a wide range of call center vendors both on-shore and offshore. Each provider has its much-vaunted expertise, resources, and experience with attractive call packages to boost. This now leaves them with many options to consider and questions begging for straightforward answers. Outsourcing a service, requiring technical expertise from contact centers, can be quite a complex process.

Whether you are considering outsourcing for the first time, or have had experience working with a technical support call center, here are a few important guidelines to remember in choosing the right provider:

1. Know what services you need before meeting with the vendor. Each call center has its own expertise, infrastructure and technology. It may have had experience on a different help desk support in the past. By knowing the vendor’s major strengths, you can get a good deal if you let them handle several services.

2.  Know the expected number of calls. Your business will most likely have a good idea on the number of calls being received by your technical support agents. Your decision should lean on a help desk support that is properly equipped for a high call volume at certain times of the day, week, month, or season.

3. There should be system compatibility. If your company has in-house software program, ask your call center if it is compatible with its help desk service systems so you can quickly exchange data and other important files.

4.  Go for a specialized provider. Remember that not all help desk call centers are the same. Some specialize in a wide range of services while there are a select few that can focus on one area. Consider talking to a specialized provider if you have one service.

It does help any business owner to ask around, talking to vendors offering this service. It is actually a learning experience understanding how these call centers work. More importantly, consider those whose proposition is not limited to very attractive costs but those who have true commitment to service excellence and long-term client–vendor partnership.

Magellan Solutions offers small and medium businesses affordable telephone answering services which start at $130 per month. Prepaid and postpaid call minute plans are now available to help new businesses set up a 24/7 answering service that is backed by a professional team of call center agents.

According to Fred Chua, chief executive officer of Magellan Solutions, businesses have long been intimidated by their notions of an inbound call center as expensive. “A full-time staff answering phone calls will cost you over $1,500 per month. This does not include your standard employee benefits such as health insurance, paid vacation and sick leaves. Magellan Solutions makes telephone answering services reasonably priced for businesses through flexible call plans, which can only be as low as $130 per month. Best of all, Magellan won’t charge you extra for overtime, sick or holiday leaves.”

Magellan’s call plans, according to Chua, are customizable to the needs of each client. Business customers do not have to worry about additional charges as call packages remain best value for money. All service plans include productivity and call log reports, weekly one-hour syncing, four-hour product specific training, and a simple entry form.

Many call centers in the market only care about acquisition and profit. Magellan Solutions ensures clients that they get the best business answering service possible. “With Magellan Solutions’ telephone answering services, you get well-mannered and professional agents, all industry-trained to handle different types of calls for different types of industries. Best of all, they are available for your customers 24/7/365,” Chua said.

Service packages are also offered to order taking services, and call reservations like hotel reservations and booking requests.

To find out more about Magellan Solutions’ affordable call plans for telephone answering services, call our business development manager today at +1 800 371 6224 or Contact Us.

On December 20, 2010, several team members from Magellan Solutions selflessly shared their time and resources to celebrate Christmas with the children at White Cross Children’s Home in San Juan City. This activity is part of the company’s outreach program aimed at encouraging employees to volunteer in community work.

The company for this year chose White Cross Children’s Home as beneficiary. White Cross is a child welfare institution catering to children of parents with tuberculosis.  The center today also provides shelter to children of unwed mothers, physically incapacitated parents, prisoners and victims of rape.

Joining this civic cause were team members from Operations Support, Telenational (Omnitrix) and Human Resources.

Magellan Solutions’ human resources manager Jenice Chua opened the program with an invocation, followed by a short introduction of guests and participants. Parlor games later ensued, bringing delight to the children as they participated in Bring Me, Stop Dance, Stacks of Cups, Heaven and Earth, Pass Around games, and even a singing contest.

And to make the visit more memorable to the children, gifts and other exciting surprises were given and Jollibee meals were served.

The participants came home feeling a sense of satisfaction knowing that this once a year undertaking brought happiness to the children who attended the event. Aside from growing its inbound call center business, Magellan Solutions understands its obligation to the society by sharing its blessings to those who have less.