How to Handle Negative Customer Feedback Constructively

By |2019-06-28T14:54:55+00:00September 22nd, 2016|Categories: Answering Service, Call Center, Customer Support, General, Quality Assurance|

There are right and wrong ways to respond to negative customer feedback. It is important to develop the proper methods to ensure the success of your business. Today, customer feedback is a vital part of business development. Thanks largely in part to social media and customer feedback sites, people today are better informed about business practices [...]

Five Ways to Earn Trust from Customers

By |2020-06-18T19:07:16+00:00September 15th, 2016|Categories: Answering Service, Business Insight|

Earning the trust from customers can seem challenging for businesses of all sizes. One way to start to develop a customer’s trust and keep it is through consistency. San Antonio answering service Personalized Communications offers the following ways you can help earn trust and keep it. Always Smile – Your customers can tell if you are [...]

Verify Call Center Security Standards

By |2019-07-02T19:43:32+00:00September 8th, 2016|Categories: Business Insight, Call Center, Quality Assurance, Virtual Receptionist|

Protecting the personal information of your customers is something call centers need to take seriously. Many contact centers are often surprised to discover they are not compliant in all areas of security when it comes to protecting both customer and employee data. Whether you outsource your call center services, have your own in-house call center, or [...]

Comparing a Virtual Receptionist to an Actual Receptionist

By |2020-06-18T19:10:09+00:00August 15th, 2016|Categories: Answering Service, General, Quality Assurance|

Receptionists are often the first person your customers, vendors, and clients speak to when calling your business. They set the tone and provide the first impressions callers receive about your operation. It is important to ensure you have the best person answering your phone calls, in order to make good and lasting impressions. Finding the ideal [...]

Offshore vs. Onshore Call Centers

By |2020-06-18T19:12:27+00:00July 22nd, 2016|Categories: Answering Service, Bilingual Agents, Call Center|

When a business is considering outsourcing its call center services, it must decide whether it wants to use offshore or onshore call centers. Offshore call centers are those operated outside the United States in countries like India and the Philippines. Onshore call centers are those operated here in the United States, like San Antonio answering service [...]

Customer Satisfaction Surveys: Qualitative vs. Quantitative Methods

By |2020-06-18T19:13:04+00:00July 15th, 2016|Categories: Survey|

When conducting customer support services surveys, there are two forms of questions you could include, which are qualitative and quantitative questions. Qualitative questions are considered “open-ended” questions, where respondents are free to respond and are not constricted to specific choices or options. Quantitative questions, on the other hand, are “closed-ended” questions and limit how respondents can [...]

Five Secrets of Outstanding Quality Assurance

By |2020-06-18T19:14:26+00:00June 29th, 2016|Categories: Business Insight, Call Center, Quality Assurance|

Quality assurance isn’t a game of “gotcha” that you play with your employees. The very best quality assurance programs for answering services and related businesses are collaborative, coaching programs that provide support to employees when they struggle and encouragement when they succeed. To establish a quality assurance program that elicits buy-in from employees and achieves its [...]

Signs It Is Time to Consider Call Center Services

By |2020-06-18T19:15:43+00:00June 15th, 2016|Categories: Answering Service, Call Center, Customer Support|

Being able to provide your customers, clients, and vendors with exceptional customer service has become an important factor to being able to run a smooth operation. Not only will you develop dedicated customers who will return to your business time and again, but you will also attract new customers, often from the feedback and recommendations of [...]

The Importance of Customer Service Etiquette

By |2020-06-18T19:16:21+00:00June 8th, 2016|Categories: Answering Service, Call Center|

Proper customer service is essential to ensuring your customers and clients receive the level of attention they deserve. Often the first impression a business makes is directly through its employees’ interactions when people call the business or visit. The quickest way to turn off customers and send them running to your competitors is not taking the [...]

Medical Answering Services Provide Lifeline to Patients After Hours

By |2020-06-18T19:17:37+00:00May 22nd, 2016|Categories: 24 Hour Answering Service, Call Center, Outsourced Call Center|

Patients’ needs don’t end when their physician’s office closes in the afternoon. Many patient needs, such as reporting side effects from medication or inquiring about new symptoms, happen outside the traditional hours of 9 to 5. For patients and physicians in the Dallas area, a medical answering service can provide a critical connection outside office hours. [...]

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