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There are many benefits to outsourced customer service, from taking the weight off the shoulders of in-house operations, to leaving the telephone answering service function in the hands of the experts. But how can you tell the pros from the amateurs? What are the hallmarks of customer service experts, based on the performance of their agents? Here we look at some ways of spotting the best-outsourced customer service agents. Keep… Read More »

Working in a first line IT support position and dealing with high volumes of calls or unsatisfied customers can be mentally and physically demanding. Top tricks to avoid call fatigue Here are some top tips to help you give the best service possible even if you’re feeling at your worst: Try drinking fruit juice A number one tip from many voice-actors is to drink some fizzy fruit juice when your throat… Read More »

The statistics indicate that retaining customers can be up to 7 times cheaper than attracting new ones. A key way to retain customers is by ensuring you provide an expert level of service to your customers’ needs and requests. Outsourcing your customer service function to an efficient call centre can help to satisfy your customers, keeping them happy and ensuring they remain committed to your business. Below we’ve highlighted some… Read More »

Many medical practices are turning to live answering services to improve their client support and boost business growth. Whether you run a small, local clinic or a large healthcare practice, you could reap the benefits provided by using a live messaging service. A personalised service, 24 hours, 7 days a week, 365 days a year A live answering service can provide your patients with a continuous call handling facility, no… Read More »

Great communication is a contact centre agent’s most useful tool and the best agents have the knack of quickly establishing a good relationship with their customer. If you struggle to build a quick rapport, the outcome of any conversation is not likely to be the one you are hoping for. Building rapport over the telephone. We have all been in a situation where we just ‘click’ with the other person and… Read More »

When someone dies, it’s a difficult and upsetting time for family members, and sorting out funeral arrangements is at the top of the grieving relatives to-do list. This can cause problems if the death occurs during the holiday season, outside of office hours, or if you are abroad in a different time zone at the time. That’s why it’s vital that your funeral home is able to provide a rapid… Read More »

Any job that involves taking and making customer calls requires excellent customer service agents on the phones, but within a care industry such as support for funeral businesses, it is critical. Customer acquisition and retention rely on the contact the customer has directly with your team as this is the first real idea they have of how the company sees and values customers during difficult times. Here are some of… Read More »

When a loved one dies, everything becomes emotional and challenging. That’s why it’s important when providing a funeral call service that you say the right things. When you’re providing a service, it is imperative that you are both sympathetic and supportive. Unfortunately, saying the wrong thing could be seen as insensitive and could not only do harm to your business but could cause more grief for the bereaved as well…. Read More »

In order to be able to build strong relationships with your customers, you need to be able to communicate with them. If you want to build a global brand, you should be able to understand the needs of your clients, in order to deliver an exceptional service. These are some reasons why translation services could prove beneficial to your business. Understand goals In order to build a successful relationship with… Read More »

Funeral call handling When you’re handling calls relating to funerals, being ‘human’ can go a very long way. It might seem obvious, especially when calls are sensitive in nature. However, sometimes the stress of the situation, the volume of calls taken and the need to get the call right means it can at times start to feel robotic. It’s important to remember that every call you take is a new… Read More »