Quality Assurance
The Service Quotient Behind Answering Services
The author of an article in www.callcentre.co.uk states rightfully that perceptions of customer care as a career should be challenged. He explains that the industry attracts “incredibly talented and motivated people.” As a provider of professional inbound call centre services and answering services, we wholehearted agree with the author. It’s our…
Read MoreCareer-minded CSRs Deliver High Levels of Customer Service
At On Call Centre, we hire career-minded customer service representatives (CSRs). What does that mean? As opposed to hiring people who are working at an answering service or call centre until they finish school or find the job of their true calling, we hire people whose career choice is “customer service representative.” I…
Read MoreHow Do You Measure Quality in a Telephone Answering Service?
I recently read an article in Connections Magazine about benchmarking and why it’s important. Inbound customer service is a skill set that requires years of experience to hone. It also requires an entirely different skill set than outbound telemarketing, telesales, and inside sales. When you are looking for a telephone call answering service or inbound…
Read MoreAre You Really Delivering Excellent Customer Service?
I read an article by Paul Cooper entitled The Complacency Gap, which was published by CallCentreHelper.com. He talks about the misconceptions companies have about the level of service they give to their customers. The articles starts with a story about a survey in which 8% of 400 companies received low ratings for…
Read MoreOn Call Earns 15th Consecutive ATSI Award of Excellence
Last month, On Call Centre earned the Diamond Plus Award for 15 consecutive ATSI Awards of Excellence. ATSI (Association of TeleServices International) is one of two third-party organizations that quality-assure our services. “The Award of Excellence allows the participating companies to benchmark their customer focused culture and processes against proven standards of excellence,” says ATSI…
Read MoreHow to Qualify the Best Answering Service for Your Business
There are hundreds of telephone call answering services out there. How do you find the best answering service for your business? Talking with the sales manager, either in person or over the phone, is a great way to get a feel for what a partnership would be like with the telephone call answering service provider.…
Read MoreWhy Red and Blue Is the BEST
Like any other business, we have lost clients. However, unlike most other businesses, we have been able to regain many of our lost clients. But why do clients return to On Call Centre? Top Reasons Why Our Clients Return There are a multiple reasons why clients leave our competitors and return to On Call Centre.…
Read MoreEnsure New Customers Remain Loyal Customers
A new year is a clean slate—a clean slate with 12 months of revenue targets to achieve. You’ve likely identified and established strategies that will help you to achieve your targets. But will your strategies also build a strong and successful operation to ensure new customers remain loyal customers? High-Quality Customer Service Whether you’re a…
Read MoreOn Call Earns 7th Consecutive CAM-X Award of Excellence
It’s easy for us here at On Call Centre to say that our customer service representatives (CSRs) are highly skilled and provide an exceptional customer experience. But any telephone call answering service or call centre service provider can say that! However, we can back up our claims with solid proof. We work with third-party organizations…
Read MoreActions Speak Louder Than Words: Third-Party Quality-Assured Customer Service
Inbound customer service uses a skill set that requires years of experience. It also requires entirely different skills than outbound telemarketing, telesales, and inside sales. When you are looking for a telephone call answering services, you want assurance that the partner you select will provide an exceptional customer experience to your valuable customers and prospects.…
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