Technology to help you build your business

Technology to help you build your business

Technology is moving so quickly these days it can be hard to keep track. That’s especially true in a field like communications where it can seem as if there’s a new development every time you turn around. So what do you have to do you keep up? How can you be sure that your business is using the best technology that’s available, without jumping on every single flavour of the month tech bandwagon that comes along?  This blog post will answer those questions and more. 

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FAQ: What is my account number and why is it important?

Each of our clients has a unique account number which is also the number they can call us directly and/or use as their call forward.  This number allows our staff immediate access your account information.

If you still need further assistance or have questions, please contact our Client Care team by calling toll free 1-866-605-2558 or emailing them.

Stay tuned for more answers to frequently asked questions from Intercon Messaging!

 

Five Signs Your Company Could Use A Call Centre

Good quality customer service important to many people when they are looking to do business with a company. This means timely responses and quick results. Business can be lost when callers are turned away from a company if they are placed on hold, ignored or experience poor phone communication. This is where a call centre can come in to fix or avoid those problems! Here are five signs that your company could use a call centre:

1. Your Staff Encounter Frequent Interruptions

    Many companies have employees with overlapping roles. This could mean that the person in charge of filling orders is also taking customer calls during the day. If you find that their work is being delayed because their time is spent answering phone calls instead of helping your company grow, it may be time to get help from a call centre. This can help your company grow by giving your employees more time to handle their other responsibilities.

2. You Have Too Many Calls to Handle

    Does your company scramble during to answer all incoming calls or have a hard time keeping on top of customer calls? If so a call centre could be the answer by being able to give each customer their individual attention and handle any unexpected spikes in the number of calls.

3. You Require After Hours Service Support

    Your staff may not be in the office 24/7, but that doesn’t mean your customers aren’t trying to reach you. A call centre is available 24/7/365 allowing  your business to have a real person answering your phones, ready to assist your callers 24/7/365!

4. You Rely on a Machine to Direct Calls

    No one likes their calls to be answered by a machine. It can make your company feel cold and distant, turning customers off before they’ve even had a chance to get through to you. Having a call centre means that whenever they call, current and potential customers get through to a real person.

5. Your Customer Service is Lacking

    Sure your nephew needs a job, but he doesn’t make the best receptionist. A call centre has highly educated employees who know how to represent your company and give the best customer service possible.


If any of these statements ring true to you, then you should consider utilizing a call centre for your business. With a call centre, you can deliver great customer service while helping improve your bottom line. Let Intercon Messaging help you move your business forward. Contact us now to find out how we can help your business.

 

FAQ: What are your hours of operation?

We are fully staffed to serve your needs 24 hours a day, 365 days a year; we never close!

Our schedules are made according to the amount of traffic to ensure efficient operator coverage at all times. In the event we experience higher than normal call volumes, we do have staff on call that can log in and assist.

 

Stay tuned for more answers to frequently asked questions from Intercon Messaging!

Excellent Customer Service

Being in the call center industry for several years now, I have people telling me that my job is really easy.  “You just take the call, ask for the information needed and relay the message”. I would say YES it is easy but there is more to it than just taking the information from the customer and relaying the message.

Callers do not just hear you talk over the phone; they expect excellent customer service for an item they bought or a service you have initially provided them prior to their call. How you handle calls says a lot about how your company can provide them with good service that they are expecting.

I have listed below a few important points that for me are vital in delivering excellent customer service. They may sound familiar already but I believe that these are some of the keys in giving customers the service they deserve.

PROFESSIONALISM - In every call, transaction or dealing with the callers, I believe that being polite is very important. It makes us sound professional and makes them feel that they made the right decision in choosing your company. Taking ownership of the call is another form of professionalism. No matter how rude the customer maybe, disconnecting the call will just trigger a more unpleasant situation.

ACTIVE LISTENING – Listening is different from just hearing. When you listen, you try and understand what the concern is, rather than just taking note of every word that the customer is saying. 

EMPATHY – Not every customer who calls in is a happy customer. There are times when we will encounter customers that are having a bad day. Either because of poor service your company has provided them or just personal issues.  Sympathy and empathy are different. When you sympathize you share the same feelings with them and that is it. When you empathize, you not only apologize but you also give them assurance that their issue will be dealt with in the timeliest manner possible.

RAPPORT – This is something that I believe not everybody has. It is more of an ice breaker if you will ask me. You do not necessarily have to be too chatty as it may annoy your customers. A few lines like “How’s the weather there?”, “How is your day doing so far?”, or for frequent callers, remembering the details of your last conversation with them. Ex: “How was your holiday?” or “Did you win your tournament?” etc. Just make sure that you do not open conversations that can be sensitive like sexual issues, religion etc.

CONSISTENCY – We need to try as much as we can on every call to apply all the above-mentioned points to maintain excellent customer service.