Have you ever contacted your own or somebody else's customer call center and waited for somebody -- anybody -- to answer? Customer call centers are about responding to customer needs in real-time. 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 (or web chat or email) in an urgent, timely and efficient manner.
Often people who lead customer call centers were promoted into managing the call center from other areas of the company. They come to the customer call center with a limited understanding of call center operations. At GroAccess Communications, our management staff has years of experience in customer service field, working in several different 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 environment 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 well 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.
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 ever-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.
GroAccess Communications offers our clients an unparalleled commitment to success, dedicating extensive human and technological resources to each client we serve. Our senior management team maintains a daily focus on results and enhancing your customer’s experience. GroAccess understands that one-to-one relationships are the foundation of your business. Our powerful solutions deliver exceptional results, one partner at a time.
When choosing an outsourced customer call center solution, it's important to make sure you find a partner to form an alliance with. 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. A customer should always think they are reaching your company directly, instead of an outsource 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 • Higher number of qualified leads
• Reduced costs per sale • Higher number of closed sales
• Maximum phone productivity • Better customer retention
• Increased appointments • More immediate feedback
• Increased customer base • Better results through test marketing
• Increased lead generation • Increased market share
EXCERPTED FROM THE JULY 2011 "CONSUMER REPORTS" magazine article, "What's wrong with customer service?"
In a recent issue of "Consumer Reports" magazine (July 2011), readers revealer 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 GroAccess, 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!
Click here to read the entire customer service article in the July 2011 issue of "Consumer Reports."
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