The Economics of Customer Experience

Call center agents are trained in the use of behavioral economics to mitigate negative customer experience (CX). Common practices include:


  • Refraining from using negative language (e.g. can’t, won’t)
  • Customizing responses for each customer as much as possible
  • Giving customers the choice to choose without being too “salesy”

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Training: Top Priority for Healthcare Call Centers

With information being freely offered and highly accessible, consumers are being more educated and sometimes more confused. When it comes to the health products they purchase or the wellness-related services they pay for, the first place they go to for research would be the Internet, instead of their doctor or any healthcare professional. The information they get can be conflicting or complicated at times, enough for them to become hesitant or even discouraged with purchases. Continue reading

A Strong Call to Action: Key to Capturing Leads

How does your lead generation strategy look like? Does it start strong and maintain momentum as it reaches the call to action (CTA)? No matter what the pattern and processes are, the CTA must always be clearly stated. It must be the highlight, the main draw, and the big finale. It should be an effective lure to capture your leads.

What a Call to Action Contains

Typically, a CTA asks for customer information in exchange for something the customer would be interested in. You might ask for their contact details, so they can subscribe to your newsletter or so you can reach them. Oftentimes, you use various images or texts that mainly say, “Sign up now!” or “Contact us!” In a lead generation call center, your agents may probe the prospect for his/her preferences and lifestyle and eventually promote your product or service. The question is: are these tools effective? Continue reading

Make a Call Center Service Work for You

Enlisting a call center service to handle your company’s customer service or lead generation campaign is an ideal business solution. Unfortunately, when things don’t work out, businesses are all too quick to blame the call center. As the saying goes, it takes two to tango, and for this option to work, you also need to do things from your end. Here are tips to keep in mind: Continue reading

Telemarketing to Past or Existing Clients

Telemarketing calls may not always be welcome when the prospect doesn’t know your company. Since the person you’re calling doesn’t know who you are or how you got their contact information, he/she might be skeptical from the start. More so when you’re a new business or a startup competing against big names in your industry.

The story is much different when your outbound call center is dedicated to reaching past or existing clients. If the customer previously had a satisfying experience with you, he/she wouldn’t mind hearing from you again. The warm lead is also more likely to be open to buying your other products or hiring you again for additional or different services. Exclusive promotions to reward loyalty would help, so prospects would feel valued. Continue reading

Key Roles Call Centers Play

A good product is nothing if the company behind it fails to offer consistently good service. Whether it has to do with fast order processing or efficient issue resolution, a business needs to satisfy and even exceed customers’ expectations in order to stand out from the competition. Such a need best accounts for why call centers exist in the first place.

While it’s true that a growing number of people opt to connect with their preferred retailers and service providers through the Internet, about 80 percent of consumers would still rather talk to a representative over the phone whenever they have pressing concerns or complaints they wish to be heard. Third-party call centers enable companies that lack the manpower and resources to pull off non-core yet critical components of their operations, whether these involve account sign-ups, site walk-throughs, order fulfillments, follow-ups, or escalations. Continue reading

How to Improve Your Telemarketing Tactics

Are you failing to achieve your goals in telemarketing? You may be employing the wrong tactics for lead generation and outbound marketing calls. If you are experiencing these issues, you have to reform your plan into one that will more likely increase your sales.

Base Your Strategies on Research

You have to be prepared to reach out to your customers and back up your sales pitch with accurate information, especially during cold calls. Embrace technology and innovative trends such as software to collect and analyze data on prospects. That way, you can better understand your target market.

Align Your Techniques to Your Other Marketing Campaigns

As other marketing methods are still integral to your business growth, you have to make sure that they’re made with unified principles. Your brand has to be consistent wherever your customers see or interact with you, including print advertisements and digital marketing materials. Your telemarketers (and other marketing providers) should have one voice: yours.

Engage Your Customers

Your prospects should never feel that you are wasting their time. Instead of rapid-fire sales pitches, your representative should be able to converse naturally with potential customers, assess their needs, and present them with solutions. It would be advisable to outsource these tasks to an established outbound call center, so you won’t waste your resources on personnel that lack the proper training in telemarketing.