Reporting is incredibly important for all businesses. A key facet of any campaign is the ability to understand what’s working, what could be better, and then responding swiftly to changing client needs. This is why transparent and customised reporting forms a fundamental part of everything we do. To further enhance our current reporting offering, we are pleased to introduce our new Reporting Platform! The best part about our new platform is that it has the capability to show you 100% live data at any time. So, you can see how your campaign is tracking whenever you want.
Thorough reporting and transparency are crucial to the success of all campaigns, which is something that we strongly believe in. Because of this, our new reporting platform focuses on the metrics that you need to see how your campaign is performing. With a focus on total transparency, we are confident that our new reporting platform will provide businesses with 100% visibility across all campaigns.
It covers 100% live data, so you can see exactly what is happening with your campaign and in real time.
Our new reporting platform covers a number of key areas so you can easily see where your money is going.
These features include:
- Inbound calls
- Enquiry type / disposition codes
- Time of day
- Day of week
- Historic reporting
- Customer search
- Recording downloads
With our reporting platform, you’ll receive reports that give the greatest level of transparency to ensure you always have an accurate understanding of your campaign’s performance. With your own personal login, you can access your business’s reports at the touch of a button. Whether its reviewing the performance of a current campaign or reviewing banking reports from previous campaigns, you can rest assured knowing that all the relevant information is safely saved in the one location.
To help you keep track of your campaigns month-on-month, you can access monthly reports that have an overview of how much was spent, where the dollars went, which days of the week were more active than others and more. These metrics allow you to properly analyse the performance of your campaign and make any tweaks as necessary.
Don’t miss a thing
- Access to all call records including duration of the call, status and call outcome filtered by date.
- Get instant insights about your campaign performance such as number of calls offered, calls answered, average wait time, average talk time and service level.
- Receive accurate and detailed information about your campaign.
- Easily download your personalised reports though the online portal.
- For more information about our reporting platform and our services, get in touch!
To find out more or to book in your free demonstration, visit our website.Top reasons to outsource your customer service
When it comes to customer care, there are many challenges that you can face. As customer satisfaction is integral to the smooth operation of any business, it’s important to make sure your customers are dealt with swiftly and treated with the utmost respect. Often, it can take a lot of time, money and resources to train an internal team to respond to customer concerns and queries. Instead, consider outsourcing your customer care and utilising the existing skills and expertise of these teams.
Since 2002, we’ve been handling customer service for our clients and have come across many benefits that this brings for companies. Read on for our list of top benefits for outsourcing your customer support.
To train and manage an internal customer care team, you are spending a lot more than just money. Outsourcing your customer service instead will actually save you time, money and resources, freeing up your budget and your staff members for other activities.
Focus on your core business
By hiring an external customer support team, your staff members are free to focus on your core business with the peace of mind that your customers are well taken care of. Instead of dealing with the day-to-day queries and concerns of you customers, specially trained customer service officers can handle this process for you.
At OneContact, we work hard to ensure that the calibre and skills of our call centre teams and the services they provide are always exemplary. After all, it’s the people who deliver your inbound and outbound campaigns who make the difference to your customer’s experience. Because we recruit only candidates with the right fit for our business – those with excellent communication skills and a strong customer service and work ethic, there is minimal risk for your business. By having a dedicated team committed to the care of your customers, you can rest easy that your clientele and your business are in safe hands.
Higher efficiency and flexibility
Having an outsourced customer support team who are there for your customers 24 hours, 7 days a week, provides your business with higher efficiency and increases customer satisfaction as your clients know they can contact you whenever they need. Trained professionals who are available at any time guarantees higher customer satisfaction, which in turn leads to a higher ROI.
To find out more about how we can help you with your customer care and what possibilities you have, get in touch!This is why your business needs to implement online chat
Today, there are so many different ways to communicate with your customers. There’s email, social media, phone calls and SMS just to name a few. Of course, the perfect mix of communication mediums depends on your business industry. What suits one business might not necessarily suit another. One communication medium that should be considered by any business that sells products, involves customers filling in their details, or that simply provides customers with information, is online chat.
The popularity of Online Chat between customers and businesses is on the rise, and it’s clear to see why. Unlike email communication, online chat is in real time and is significantly impacting customer satisfaction. In the last year alone, the amount of people who used online chat to communicate with companies increased from 54% to 58%, and of those people, 62% said they are more likely to purchase from the site again. Additionally, 38% of customers said they made a purchase due to the chat session itself!
The key to your business’ long-lasting success is the happiness of your customers and online chat can help you achieve this. With online chat, customers are able to seek help and provide feedback to your company in an easy and hassle free way. For a business, you have the chance to connect with your customers with a more human touch and provide them with real-time assistance. With easy and instant responses, it’s no wonder that online chat, rather than email or telephone, is the preferred channel of communication for customers.
One benefit for your customers with online chat is that they are able to multitask while chatting with a customer support agent. This flexibility gives your customer the opportunity to proceed further with their online task all while obtaining the necessary information. This also means that your customer can ask a customer service agent any additional questions that might come up as they progress through their sale/application. A huge benefit for your customers with online chat is that they don’t need to dial a number, select multiple different options to access the correct phone operator before finally receiving adequate advice. When using online chat, customer satisfaction and retention increases because it’s simple, direct, and there’s minimal, or often no, transferring of operators. Additionally, online chat is instant, whereas email communication can take 24 or more hours for a response.
In today’s day and age where information is everywhere, it is easy for your customers to get lost. By having an online chat feature on your website, your customers are able to instantly connect with you and easily receive the answers that they are looking for, without all the hassle. Through online chat, you are able to ensure customer retention and provide important information to your customers. Additionally, if your customers are happy with the level of service that they receive, they are more likely to refer your company to others!
To ensure that you are providing your customers with the best service possible, you can easily access old online chat logs to read what did and didn’t work, provide staff with any necessary training and swiftly resolve any issues.
With increased customer satisfaction, retention and potential referrals, it’s no wonder that your sales are likely increase. By providing your customers with a customer service operative who can walk them through their sale, you are ensuring customer happiness and also helping to make sure full shopping carts make it to checkout. Not to mention those customer referrals!
Reduced Service Costs
Online chat is quick and easy to set-up and at low cost, especially compared to email and phone support. The cost per interaction is low and online chat has very quick response times. By having multiple chats and pre-written answers you can save time and a single agent can handle up to 10 customers at once. Overall, the use of live chat can, in general, save a lot of money and time. To further your cost savings, consider blending online chat with a range of our other complementary services.
If you’d like to talk to us about how an online chat solution can help your business, get in touch.Why you should consider an inbound bundle for your business
Often when people hear “call centre” or even “contact centre” they think telemarketing, which isn’t unreasonable. A lot of what we do is telemarketing, however it is so much more than just outbound calling.
Have you ever found yourself in a position where you can’t have a full staff meeting in case the phone rings? What about when people call outside of business hours or during really busy periods? What happens to their calls? Often, the answer is nothing.
Instead of missing out on important calls, consider hiring an outsourced company to answer your incoming calls. This way, you can have peace of mind that your phones will be answered by a professional team in your absence, and your customers won’t know the difference.
There are a number of benefits to hiring a company to take your inbound calls.
One of which is that it actually saves you money. If you had to hire someone internally to answer the phones while your regular operator was busy or absent, it could cost you a lot more than hiring an external party to do this for you.
Another benefit is that hiring an external company to take your inbound calls, frees up your staff members for important meetings and other tasks. This means that your staff members won’t miss out on their regular duties and they will still be able to participate in full-staff events.
As every business and every business’s needs are different, we’ve developed three separate inbound service bundles. The best part? We can seamlessly handle your inbound enquiries 24 hours, 7 days a week, ensuring that you never miss an important call.
To ensure that we provide the high level of service possible, our staff go through rigorous training and development to ensure that we know exactly how to communicate to your customers and exactly what they need. So you can rest assured, your customers will be in the best hands possible.
One of the things we take pride in is our customer service, and this extends from our clients right through to their customers.
Each call bundle comes with a range of different options for how we handle the call. For example, you might like the call forwarded to you, or maybe you would like an email with the caller’s details. Whatever your preference, we have a service to suit you.
For more information on our inbound services, get in touch!