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Have you ever contacted a customer call center and after going through all the phone prompts, spent time listening to elevator music, and then after 15 minutes of all this had to leave a message or a call back number? Have you ever tried to contact a company by email or a contact form and waited several days for a reply? Customer contact centers are all about responding to customer needs rapidly and in real-time, eliminating unnecessary delays that can annoy your customer and damage your reputation. GroAccess Communications operates on a principle of urgency we call the Principle of Now. There is always an urgent and pressing need at GroAccess to answer the phone, web chat, email or contact form in an urgent, timely and efficient manner in order to keep your customer satisfied.
Often people who lead customer call centers were promoted into managing the call center from other unrelated areas of the company. They come to the customer call center with a limited understanding of fundamental call center operations. At GroAccess Communications, our management staff has years of experience in customer service field, working in several different business environments, and our representatives have chosen customer service as their careers.
It requires a substantial amount of dedicated effort to understand the customer call center environment because it is a completely different atmosphere than anywhere else in the company (and that’s not always obvious). It is just plain hard work to run a customer call center consistently and efficiently over the long term. There are significant variables to keep in balance, and when the balance starts to go it takes a real effort to re-establish the balance.
A Strategic Alliance
Companies just like yours have turned many business functions, more specifically customer call center operations, over to GroAccess Communications. The following are just a few ways a strategic alliance with us can help grow your business and increase your customer access:
- Provides you and your management team more time to focus on and foster your core competency and strengths in an increasingly competitive marketplace.
- Eliminates your continual and expensive investments in a rapidly changing technology.
- Maintains a high level of service for your customers.
- Relieves the stress of hiring, training, and providing benefits for new employees.
- Places a professional staff in charge of your outsourced functions.
- Reduces your overhead costs.
- Our U.S. Based Call Center eliminates international time zone issues – we’re there when you need us, during YOUR business hours.
GroAccess Communications offers our clients a commitment to success, dedicating extensive human and technological resources to each client we serve. Our senior management team maintains a daily focus on positive results and enhancing your customer’s experience. GroAccess understands that one-to-one relationships are the foundation of every business. Our powerful interaction solutions deliver exceptional results, one partner at a time.
When choosing a U.S. based outsourced customer call center solution, it’s important to make sure you find a partner to form an alliance with. You need a company that will handle customer calls exactly the way you’d expect them to be handled; someone who’ll work with you to devise marketing strategies and build sales campaigns. You should expect to receive daily call reports that show you how they are meeting your goals. Your customers should always think they are reaching your company directly, not an outsourced solution.
By focusing on the relationship between your company and your customer, GroAccess Communications provides a level of customer service unparalleled in the customer care industry. Our Customer Interaction Solutions enhance your ability to build meaningful relationships with your customers, that without our alliance would not be financially obtainable. Here are a few of the benefits you can expect by employing the GroAccess advantage:
- Increased sales and profits
- Reduced costs per sale
- Maximum phone productivity
- Increased appointments
- Increased customer base
- Increased lead generation
- Higher number of qualified leads
- Higher number of closed sales
- Better customer retention
- More immediate feedback
- Better results through test marketing
- Increased market share
EXCERPTED FROM THE JULY 2011 “CONSUMER REPORTS” magazine article, “What’s wrong with customer service?”
In an issue of “Consumer Reports” magazine (July 2011), readers revealed their biggest gripes and worst companies when it comes to customer service. The main reason why customer service is getting so poor:
“It’s all about saving money – theirs, not yours. Although recorded messages insist “your call is very important to us,” many companies are driving a wedge between themselves and their patrons through poor use of technology and inadequate training of staff. The Better Business Bureau logged 1.1 million complaints against North American businesses last year, up 10 percent over 2009.
The biggest complaints according to “Consumer Reports”? Callers want to reach a person [Seventy-one percent of survey respondents were “tremendously annoyed” when they couldn’t reach a human on the phone; 65 percent felt that way about rude sales-people. And 56 percent felt that way about having to take multiple phone steps to reach the right place]. Other gripes listed? Too many phone steps needed; long wait on hold; unhelpful solution; no apology for unsolved problem and boring hold music and messages.
At the GroAccess U.S. based Inbound Customer Call Center, we answer the customer’s call live (in your name) and limit the number of phone steps involved. There are no long wait times (due to our advanced phone switch technology). We always provide a courteous and helpful solution, apologize when necessary and our hold music is very good (but also not an issue due to our short hold times).
GroAccess increases the access and focuses on the relationship between your company and your customer, as a result we provide a level of customer service unparalleled in the customer care industry. Our Customer Interaction Solutions enhance your ability to build meaningful relationships with your customers, that without our alliance would not be financially obtainable.
Don’t be the next company to be labeled “worst” in “Consumers Reports” (or anywhere else for that matter)…
Make GroAccess a part of your customer service strategy today!
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For a customer service/call center audit, additional information on the GroAccess Advantage, or a proposal, contact us here.