No matter the shape or size of your company, your success often depends on how you engage your customers. At no time is this truer than at their time of need?

Research has shown that 74% of customers globally expect genuine human interaction at all stages of their experience with a brand. This means that to succeed, you must ensure that your customer support service offers the human touch.

If you’re wondering how you can improve the customer call center experience to ensure genuinely satisfied customers, check out these essential call center best practices that you can integrate.

Well-Trained Staff Is Crucial

The secret to a positive customer experience is having well-trained agents. At XACT, we ensure that all our agents are well-versed in the customer journey and prepared to answer any question your customers might have effectively.

We also ensure that our agents are fluent in the art of good service so that every call can be a positive customer experience.

When your agents are well-trained, they are confident, comfortable in their role, and better equipped to deliver the service your customers deserve.

Always Know Your Customer

Keeping customers happy requires your agents to know who they are and why they are calling.

In fact, one study from Microsoft showed that most customers now expect call center staff to know who they are when they pick up the phone.

While it might not be possible for agents to know everything at the start of a conversation, simply making sure they take the time to get to know the person on the other end of the line can make a huge difference.

Knowing your customer means better service. It also means a speedier resolution and high satisfaction levels.

Keep Hold Times to a Minimum

This one might seem obvious, but it bears repeating. No one likes to be left on hold. The longer a customer is left on hold, the higher the chance of a negative customer experience.

You should always invest in your call center resources to keep hold times low.

Find out exactly what call volumes you can expect and when. Use this information to ensure that someone will be able to pick up the phone when they are needed.

Offer a Live Chat Service

While the human touch is important, it doesn’t always have to be over the phone. Most customer service inquiries can be solved in a very short span of time.

They may relate to routine questions about billing or how to use a service you offer. For these low-level inquiries, it might be worth investing in an online live chat service.

This can act as a filter, ensuring that only those with more complex questions actually pick up the phone. This frees up more resources and ensures better customer service.

Choose a Trusted Partner for Your Customer Call Center

Getting your customer call center right is no easy task. Nobody wants to be on the phone with customer service, so it’s your job to make this routine chore a pleasant experience that improves your company’s relationship with the customer.

For this, we are here to help.

At XACT, we offer tailor-made solutions to your customer service needs, and highly skilled agents that can solve your customer’s problems, whatever they are. Don’t hesitate to get in touch to find out how we can help.

If you don’t think answering phone calls at your business with proper phone call etiquette is important, then look at this statistic. 89% of consumers are more likely to make another purchase after a positive customer service experience.

Answering phone calls is one of the most important ways customers interact with your brand, and it’s a great opportunity to ensure they have a positive experience. With that in mind, basic etiquette can go a long way when answering phone calls.

Not only will this help ensure your customers are well taken care of, but it will also help create an overall professional atmosphere for your company. Read on for some tips about answering phone calls and the importance of proper etiquette.

Tips for Answering Phone Calls

The last thing you want to do as a business is let calls go to voicemail. This is particularly true if your customers or clients need assistance with time-sensitive issues. Aside from answering quickly when receiving a call, here are other phone etiquette tips to improve customer service efficiency.

Three Rings

How quickly should you be answering phone calls at your business? Answering a business call within three rings is important because it shows that you care about your customers. When you pick up the phone quickly, your customers will know you value their time and are ready to help them.

Answering the phone also prevents your customers from getting frustrated or feeling ignored. Remember, you represent your company when you answer the phone, so answer it promptly and with a friendly voice! How can you do that? You can remember to…

Introduce Yourself

Introducing yourself creates a friendly and welcoming environment for customers to ask questions or make requests comfortably. It also makes the conversation more personal, which can help build a better relationship between you and your customers.

By identifying yourself, you are showing respect to the caller and acknowledging their importance to your business. Depending on the types of calls you answer, this also provides them with the name of an employee or point of contact in case they need further assistance.

Actively Listen

Ensure you’re actively listening as they speak to you about their questions or concerns. Give them space to clearly explain the issue without interrupting. Don’t assume you know what they’re talking about simply because you’ve received a similar call.

Speak Clearly

Being articulate is key as you start to respond to the customer’s complaints or questions. Speaking clearly is vital because it helps ensure that your message is understood. This is particularly important if your conversation involves important information or details about:

• Products
• Services
• Payment

Clear communication also prevents misunderstandings or confusion, which can result in costly mistakes.

Be Professional

Finally, always ensure you have professional calls. Speak with a professional tone and offer professional suggestions to issues. Avoid getting emotional, even if the caller is emotional or upset. Stay calm and speak respectfully to the person on the call.

Professional Call Center Services

Need help to answer phone calls? We understand. Many businesses can’t train employees on phone etiquette. Or, they can’t hire in-house customer service support teams to manage incoming calls.

That’s what we’re here for. At XACT, we offer telephone answering services with 24/7 coverage to support your business. Let our team of customer service and phone specialists answer your calls for you in a professional, respectful manner.

Contact us today to learn more about our services and how we can help.

Recent studies show that 88% of people prefer speaking to a live agent rather than navigating a phone menu. However, when answering incoming customer calls, businesses face a tricky decision.

On the one hand, they need staff on the line quickly and ready to answer customers’ queries and concerns as efficiently as possible. But on the other hand, hiring people for this role requires extra time and money, making it often difficult to find a balance.

This is where automated answering services come in: allowing businesses access to the advantages of both worlds. But what are the pros and cons associated with using an automated service? Let’s look at the key points of using an automated system.

What Is an Automated Answering Service?

An automated answering service is a service that helps businesses answer phone calls even when they are busy or unavailable. This service is provided to help customers, clients, or patients get the information they need by talking to a real person.

At XACT, our automated answering services are available 24/7, 365 days a year. We are staffed by professionally trained call center agents who provide prompt, professional service.

When you sign up for this service, you will be given a personalized, local, or nationwide toll-free number to route your calls to. The agents answering your calls will also answer in your company name or personalized answer phrase. This provides a seamless experience for your callers.

Pros of Automated Answering Services

Automated answering services offer many benefits to businesses of all sizes. Here are some of the main benefits any small business can enjoy.

24/7 Availability

One of the biggest advantages of an automated answering service is that it is available around the clock. This means your customers, clients, or patients can get the information they need, even if you’re closed for the day or after hours.

Professional Image

An automated answering service can help create a more professional image for your business. Our call center agents greet your callers with a prompt and courteous message.

Increased Efficiency

With an automated answering service, you can manage your time more efficiently. We answer every call promptly and direct it to the right person or department. This can help reduce the number of voicemails, callbacks, and missed calls.

Cost Savings

An automated answering service saves you money on staffing, training, and phone-related expenses such as equipment, maintenance, and long-distance charges.

Cons of Automated Answering Services

While automated answering services have many benefits, there are also some potential drawbacks that businesses should consider. Here are two main cons of hiring a business or third-party provider for answering phone calls.

Technical Glitches

It happens to everybody. Automated answering services rely on technology. This means that there is always a risk of technical failures or glitches. If the system goes down, it could result in frustrated customers.

Inconsistent Quality

The quality of service provided by automated answering services can be inconsistent, depending on your chosen provider. Some services may have a higher error rate or lower customer satisfaction levels than others, so choosing a reliable service provider is important.

Hiring an Answering Service

Interested in enjoying the benefits of an automated answering service? We can help.

XACT’s cost-effective answering service plan provides 24/7 coverage. Our trained agents professionally handle interactions. This leaves you free to focus on other areas of your business.

Contact us today to learn more about our services. We look forward to helping your business succeed.

When you have around-the-clock support for your customers, it’ll improve the way you do business. A telephone answering service is one of the best forms of support, which is why it’s a growing industry.

Answering services are growing by nearly 7% and will soon become a $2.7 billion market. Using these services effectively can help your company more than you know.

These tips will help you when you require a telephone answering service and want to get the most out of it.

Understand the Importance of a Telephone Answering Service

First, get to know answering services and why you’re using it in your business. There are a variety of reasons that people might look into an answering service for their business.

For one, it helps you to provide support 24/7. You can cut costs in your business, give your company a more professional presence, and scale this phone service as needed. Knowing how this service works will help you better provide for your customers.

Choose the Right Answering Service

Next, do your due diligence and find the best-answering service for your company. There are many different types of answering services you can hire, including:

• Live chat services
• Virtual receptionist services
• Automated answering services
• Digital response services with e-mail, chat, and SMS
• Customer support call centers

Figure out what you need for your business so that you get the most from your service and implement it into your company in a way that suits you. Make sure to vet some companies to get the best in professionalism, support, and scaling.

Provide Personality and a Human Touch

The last thing you want is for your call center to appear robotic and impersonal. Work with a company that can help you create personable and helpful scripts. Giving your answering service a personal touch will allow you to serve them admirably and engage customers with every call.

Make sure that calls are answered in a way specific to your company so that you build your brand personality. Record calls and always strive to correct mistakes and better serve people. Improving your customer service should always be a priority for your company, and you should include surveys at the end of calls to improve your small business customer support and communication.

Look into the different answering service packages available and scale up to include different services as your company grows. This way, you’ll be better able to serve your public and meet their demands.

Find the Right Answering Service

Choosing a telephone answering service will help you communicate with your customers and improve your brand. When you need solutions that will make a difference, we’re the company to turn to.

XACT can serve you when trying to improve your business to the fullest. In addition to answering services, we offer chat and web services, customer help desk service, and outbound survey responses. Use our site to get in touch or call us at +1-800-670-XACT.

For many people, working as a travel agent seems like a dream come true. After all, where else do you get to make money traveling the world? Dig a little deeper, though, and you’ll see many barriers to establishing a travel agent career. Other than industry knowledge, you need interpersonal skills, research skills, and the ability to sell a service.

Still, want to work as a travel agent? If so, here are four time-proven tips that will help you kickstart your career!

1. Expand Your Knowledge

When a potential client comes to you, the first thing they’ll ask is: “Have you been there?” If you can answer “yes,” your value will go up.

In general, you should travel as much as you can without neglecting your clients. Think of yourself as a student of the world. Visit the main markets, spend time with locals, and gather as many experiences as possible.

Whenever possible, travel as part of a FAM trip. Travel operators sponsor these trips to get travel agents more valuable experience. They represent a great opportunity to build long-term relationships in the industry.

2. Stay in Touch With Clients

Client communication is a huge part of managing a travel agency. After all, keeping in touch with clients is the best way to meet their needs.

During the planning phase, be consultative and available at all times. A fast response will make your client feel valued and appreciated. Stay in touch with them during the trip, after the trip—and even between trips!

Base your form of communication around the client. If they prefer to talk over the phone rather than send texts, oblige them. Consider investing in phone answering services for more efficient customer support.

3. Maintain Supplier Relations

For a travel agency manager, finding suppliers is as important as finding clients. Having the right partners makes your business look better.

Look at it this way: even if you travel 24/7, you can’t know everything. You can, however, know the right suppliers in each destination. And if you do, it will be much easier to offer a personalized service to your clients.

Also, the more you work with a supplier, the more likely you are to become friends. Not only is working with a friend more fun, but it allows you to use that relationship to fix any issues that may come up.

4. Offer a Tailor-Made Experience

These days, booking a trip online has never been easier. If a client comes to you, they’re likely looking for a more curated experience.

Oftentimes, it’s enough to listen to the client’s needs. Then, try to make their trip unique by offering things they haven’t thought of. Think of each trip as a chance to tailor accommodations in line with the client’s interests.

Of course, nothing’s stopping you from getting a bit more creative! Offer a themed lunch, room upgrade, or guided city tour. These are the things that can separate you from websites and other travel agencies.

Make Your Travel Agent Career Work For You

A travel agent career comes with many benefits, but it’s not for everyone. It requires effort, knowledge, connections, and experience. If you’re ready to take on the challenge, the above tips will help you get started!

Want to ensure your clients can reach you at all times? Consider investing in a specialized customer support solution! Contact us here to learn more.