As technology continues to advance, it is understandable that many people think the main forms of communication are now digital (like emails, text messages and online chat) and that voice communication (like phone calls) are a thing of the past. To some extent this is true as the communications mix is evolving, however despite this, phone calls are as relevant as ever.
Connect with your customers
Phone calls are one of the most beneficial communication channels when it comes to customer service and especially charitable campaigns. Phone calls connect people in real-time and when there is a tough decision to make, people tend to prefer voice communication to any other. Often, customers find it easier to talk with someone over the phone, rather than put their issue in writing. As phone calls are quite personal in nature, customers feel a level of comfort with the agent that they are speaking with, which presents an excellent opportunity to strengthen your relationship with your customers.
For NFPs and charitable organisations, phone calls are crucial as the customer service representative on the phone is a direct reflection of your organisation and their portrayal effects yours. If the phone call operative is friendly, informative and understanding, your donors are more likely to give. Likewise for businesses, if the customer gets along well with the phone agent, this is a good reflection of your business and the customer is more likely to make a sale.
Learn from your conversations
One important reason why phone calls are an important part of your customer service is that, when reporting, they provide insights that go further than just numbers. Phone calls can be recorded, listened to and learned from, helping to enhance your other business activities. Recorded phone calls are also an excellent training tool as new staff can learn from previous phone agents.
Hire the best team
In order to have an effective phone call campaign to strengthen your customer service, you need to have the right team. Instead of managing your calls in-house and incurring the related staffing expenses, consider outsourcing your inbound and outbound calls. We can seamlessly handle your inbound enquiries and outbound sales for you, 24 hours a day, 7 days a week. Acting as an extension of your own team, we’re always extremely mindful our role is to reflect your reputation and ethos and to meet your callers’ expectations of a prompt, courteous, responsive service.
We pride ourselves on the high calibre and skills of our call centre teams and the services that they provide. At the heart of it, it’s the people who deliver your inbound and outbound call campaigns who make the difference to your customer’s experience. We recruit only candidates with the right fit for our business – those with excellent communication skills and a strong customer service and work ethic. Plus, we keep virtually all services in-house, including our call centre agents, rather than outsourcing. This maintains superior quality control and allows us to stay focused on the details that make the difference for you.
As with anything, you need to choose what is right for you. When planning out your next campaign, have a think about which communication channels are right for your business and will best achieve your objectives.
For more information on our services, or for assistance in selecting the best communications mix for you, get in touch!Introducing our new reporting platform
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!6 reasons why charities benefit from outbound telemarketing
It is challenging to pick the best channels to invest your outbound fundraising effort in. Here are 6 reasons why outbound telemarketing is a great option for not-for-profit organisations.
1) Offer a personal touch
By having an outbound team on the phone, you give a voice to your organisation and you are able to create a personal relationship with your donors and potential donors. Talking to someone will make your donors feel special and give them the opportunity to ask questions so they feel at ease contributing to your organisation.
2) Qualify your prospects
Through outbound telemarketing you can qualify your prospects quickly and easily. Having qualified leads will save you time and money and make your fundraising effort more productive. Don’t waste your resources following bad leads! Early lead qualification is essential to make sure you follow the right target group and maximise your budget.
3) Overcome objections
When talking to a potential donor, you have the opportunity to identify what is important to them and what their objections might be. That way, you can easily build trust and you will be able to remove any obstacles. Further, while on the phone, your message can be adjusted to the donor’s responses, which is something that direct mail or emails can’t do.
4) Clean your Database
Outbound telemarketing is an excellent way to clean your records and update your database of donors. This will dramatically increase your productivity, as no time will be wasted on incorrect details. It will increase your contact rate and as a result it will maximise your donations.
5) Promote all your activities
An outbound telemarketing team can support your fundraising efforts in many ways. They can promote your raffles, sell your merchandise or engage people in regular giving. It is a versatile channel that is driven by results.
6) Increase efficiency
Using a professional telemarketing team, you can speak to hundreds of potential donors in a very short amount of time. The speed at which you can reach people is one of the key success factors of outbound telemarketing.
Overall, you’ll find that having a professional outbound telemarketing team will increase your productivity; it will help build your credibility and will increase your chances of donations.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!