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Growing Your Teleservice Business

Workers in every industry rely on teleservices companies.

Teleservices and answering services assist clients in every industry and occupation.

How to Market Your Teleservice Business and Get More Clients

Teleservice and Answering Service companies provide valuable services for all types of businesses. When a customer is in the middle of a crisis, the last thing they want to hear when they call a company for help, is an answering machine or auto-attendant. In a time of need, hearing the simple phrase ‘I’m so sorry to hear about that!’, and “How can I help you?’ may seem trivial, but it’s rarely heard these days from most companies – other than a teleservice operator.

Many small businesses are owned and operated by a single proprietor who may spend the greater portion of their day away from the phone. This makes anyone who works away from their office a great candidate for answering services. In addition, any business taking appointments or dispatching service workers is an excellent target.  For example, this can include:

• Salespeople • Repair services
• On-call jobs (tow services)• Pet services
• Medical & Healthcare facilities• Home improvement contractors
• Landscaping & Lawn service• Funeral homes

Grow Your Teleservice Business with Inexpensive Marketing Tools

Inexpensive ways to market your teleservices business include the local phone book and newspaper, the small “penny saver” type of publications and community bulletin boards. Become a member of the local Chamber of Commerce, letting local businesses know you offer a service and advertise through their channels of communication. Here are other tried and true methods for finding new business:

  • Place ads in newspapers, online and in phone directories.
  • Create a LinkedIn page – it’s professional, free and a great way to connect with contacts through your current clients.
  • Ask clients for referrals and offer them a referral credit as an incentive.
  • Post fliers on bulletin boards in local stores.
  • Attend networking events and give out your business card.
  • Send direct mail advertisements to business owners with seasonal incentives.
  • Have operators make cold calls during times of low call volume.
  • Invest in a simple web site highlighting the services you offer, a brief history (credibility) of your company, testimonials from clients and contact information.

Another opportunity is when new businesses come to your area. Send them an invite and a brief description of the benefits and features of your teleservice operations. Offer them a reduced rate for the first 30 or 60 days of service. You want to highlight how an answering service can save them money and help make their business highly successful.

  • Cost effective when compared to hiring extra office staff – only pay for the calls received (typical savings of 60%-75%).
  • Never miss an important phone call.
  • Use the service only when you need it – after hours, emergency, out-of-office coverage such as illness or vacation, power outages, and much more.
  • Spend your valuable time on your business knowing that you are not missing phone calls.
  • Turn off your mobile phone when you are in important meetings knowing that it will still be answered.

Questions to Ask Prospective Teleservice Customers

Answering these questions may help new clients decide if teleservices is right for them:

  • Is every phone call that comes in being answered by a live person?
  • Is your voice mail overflowing or completely full?
  • Does answering calls and scheduling appointments keep you from attending to business and doing your work?
  • Are you losing clients and potential customers because incoming calls are not handled efficiently and quickly?
  • Are customers frustrated with a lack of response or follow up to their inquiries?
  • Does your company deal with a large volume of client phone calls every day?

Remember to ask your clients for references and referrals to others that they feel could use your services. Your existing, satisfied and happy clients are the best source for new customers!


Desktop Analytics Delivers Transparency

Desktop Analytics at workplace.

Desktop Analytics delivers great insight into employee desktop usage.

Your employees appear to be working hard with heads down and keyboards clicking away at their desktops. However, low productivity, and frequent errors and omissions could indicate that their attention is focused elsewhere.

According to a Salary.com survey, one of the biggest reasons for a loss of productivity and rise in errors is due to employees surfing the web. The survey revealed 64% of employees visit non-work related websites every day at work. Of that group, 39% spend one hour or less per week, 29% spend two hours per week, 21% waste five hours per week, and only 3% said they waste ten hours or more doing unrelated activities. It’s a well-known fact that employees that know they are being observed (the Hawthorn Effect) will be more aware of how they are performing.

Here’s the good news!  Desktop analytics technologies can track every click. With new insight into when and where staff surfs the Internet, companies can establish policies for Internet usage, implement productivity improvements and, and identify bottlenecks and streamline processes across the enterprise.

Desktop analytics can be applied to both the front (contact center) and back office to improve performance, compliance and actionable knowledge. Benefits of desktop analytics are real-time event detection and user-defined “next-best actions” to automatically guide employees through workflow sequences.

Example 1: When transaction workflows are not followed, desktop alerts can automatically prompt an agent to the correct action.

Example 2: If an employee exceeds the allotted transaction time, an alert is triggered that can identify at what point in a transaction the employee is getting hung up.   Analytics can pinpoint exactly where additional training is required or if a workflow needs to be refined.

Example 3: Desktop analytics applications can also alert if an employee opens a non-work related site like Facebook while in the middle of an automated transaction workflow.

Example 4: If a valued customer calls to cancel a service, a user defined message will screen pop to immediately escalate to a VP of customer service to intervene before the cancellation is completed.

Regulatory compliance is vital to many industries. Desktop analytics can assist with PCI-DSS credit card compliance by automatically detecting the payment card screen and omitting the entry of sensitive data during recording so financial information is not captured.

Although desktop analytics may seem daunting to implement, it’s essential to find a vendor who can identify the root causes you are facing.  Request that they develop a ROI to justify the project using your own data.   You want a vendor who will work with you to implement, test, and deploy the solution.

Adopting a well-developed desktop analytics program can help you

  • Improve employee productivity
  • Realize significant cost savings
  • Deliver a consistent customer experience
  • Assure compliance and policy adherence



Justifying Contact Center Speech Analytics

Contact Center Speech Analytics

Used with contact center best practices, speech analytics software can give a company a significant competitive advantage.

Contact Center Data Collection

No department within an enterprise collects more data than your contact center. According to Tony Filippone, executive VP, HfS Research, “Every contact is counted, routed, measured and scored. Agent performance is actively measured.” A Special Report from SearchCRM.com experts stated that, “Analytics is one of the fastest growing segments of the call center technology market. Speech analytics and other analytics tools are appealing because they allow companies to take action on unstructured data from customer interactions and gain rare insight about their customers. When used properly and with contact center best practices, analytics software can give a company a significant competitive advantage.”

ContactBabel research estimates that overall the time taken for a speech analytics solution to pay for itself can be as little as six months (varying up to 18 months). If you have followed best practice and can therefore demonstrate this fact, it will go a long way to saving you another battle with the bean counters by justifying the expansion of the speech analytics project into other areas.

Delivering ROI for Complex Solutions

If you’re having some difficulty selecting a workflow, speech analytics or other analytics and software solutions that you know will make your job easier, deliver a fantastic ROI, and can make you and your business more effective – we can help.  OnviSource has a special service program to do just that.  To make your vendor selection even easier on you, we will let you test the products before you purchase, and even better yet, test it using your own data, processes and methodologies. Ask about our Advantage Program that will be a lifesaver in helping you to understand, select and use the right solutions for your specific and often highly complex, business requirements.  We implement and test the best solution, including providing tailored and customized solutions.  We will be your partner every step of the way as we continue to monitor performance, managing to your expectations, including recognizing your profiled ROI.



Automated Workflow Offers Huge Rewards

Automated workflow and processes

Using robots and automating manufacturing functions is very common today.  Let’s extend that to simplify operations in the front office (contact center) and back office with automated workflow and processes. Customers view the front office and back office of an enterprise as one entity and expect a positive experience from both. That is one important reason for implementing automated workflow – the front and back office are now linked as a single, cohesive unit to serve your customers. At a high level, a workflow is typically a collection of processes describing pre-set tasks, such as all processes needed to complete a telephone request – from initial contact (interaction) to creating an actual transaction for product or service and shipping.

Automating processes improves productivity and increases usability and ultimately, can improve the overall customer experience.  Workflow automation in the office enables software applications such as desktop analytics to assist agents and employees by automatically guiding them through workflow sequences and “next-best-actions”.

Process analytics helps agent and employee performance by automatically monitoring and evaluating against user-defined parameters such as timing. Other benefits of automated workflow include:

  • Data-workflow exchange enhances the communication process and can automatically account and alert for any discrepancies in the defined process.
  • Automated data conversions between applications, manual report reconciliations and access to historical data that can show you how well you have been doing.  This can include the metrics of each transaction, such as what was requested, how long it took to fulfill the request, and the total length of time for the transaction to be completed.
  • Built-in and automated workflow and approval processes that can optimize the customer experience, empowering workers (improving morale) and minimizing the overall transaction time.
  • You will have access to automated report generation and information distribution.
  • A key benefit is the elimination of manual operations and human errors, and the advantage of seeing where every transaction is in your automated process.

Increase your productivity and usability with automated workflow and processes.