​With the current saturation of contact centers, technology companies, and CX consultants, how does one differentiate with more value with loyal customers?
It starts with evaluating what your customer journey mapping looks like and finding ways to improve and close any loopholes in the customer experience. At IA Solutions, we have witnessed and experienced a plethora of customer situations that indicate this demand for specialized services.

Understanding customer behaviors is part of the customer journey mapping. The better we understand the needs of a customer in a deep level, the better we can support them. Every touch point with a service provider agent will determine the trajectory of a happy customer or a disgruntled one. By analyzing and drawing information from every cross- departmental services where a customer interacts at key inflection points, it is an opportunity to gauge how satisfied the customer is and the overall experience.

Designing and customizing specialized services for a customer will benefit their customer journey in the long run and also create a sense of fulfillment for both customer and agent relationship.

Like any new programs, learning the pros that can outweigh the cons will make it worthwhile.
Here we assess the benefits of specialization services.

Benefits of Specialization Services:

1. Produces a lifetime customer that feels valued and understood and triggers high customer satisfaction.
2. The opportunity to introduce new product lines and services to an existing client rather than a new lead. And, showing to the existing customer the ability to anticipate their needs by treating them like a VIP.
3. It helps the service provider know what areas from the customer mapping needs improvement and what areas can be specialized operationally and for personalizing services for clients.
4. Specialization is a value add that most customers seek so that they do not need to keep looking for a la carte services.

 
As the future requires more advancement and scalability for businesses and competitive edge, specialization will become a “golden ticket” to customers that evolve and demand more options.
 
IA Solutions by IA Call Center

IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

 It’s true.

It is no longer just about price or product features. It is about how the customer remembers their experience with you.

Today’s businesses have evolved to focusing on human relationships and defining what a high-value, positive, memorable customer experience looks like. This has become the primary goal over price and features that businesses know can change the game for customer retention, loyalty and revenue growth.

Offering a superior customer experience requires meticulous planning, strategy, and customer feedback while ensuring all touchpoints of a customer experience is delivered seamlessly and with joy.

​Customer experience strategy is now a critical element in understanding customer behavior, needs, and paying close attention to who they are.

What are some of the criteria to assess and implement?

1. Setting Core Values & Principles

Before implementing and accommodating customers, the customer support team will need to understand and enforce the core values and principles of the company’s philosophy. A customer- centric mindset combined with humility and empathy should be at the heart of any customer engagement program.

2. Who Are Your Customers?

Knowing who you are serving is of paramount importance. Assessing the persona, purchase history, demographics and buying patterns of your clientele will help you define how that experience can be enhanced to convert your customer into a lifelong VIP. Creating an emotional connection between customer and brand understanding, purchasing intent and tendencies is critical to creating a positive customer journey. Anticipating their next needs and creating personalized offerings shows that the brand cares and the customer will stay loyal to it.

3. Where Are The Touch Points?

Every customer journey has nodes of customer engagement and interaction. The touch points are opportunities for the customer service team to show their appreciation and care to them. From answering the first customer call to billing questions or entering a brand’s facility, the journey will reveal its consistency of top-notch service or loopholes that indicate customer service improvements. Solving a customer’s needs is essentially what we do and to perform it well.
 
4. Metrics and Customer Feedback

Customer data and metrics help measure the success of the customer journey funnel. By analyzing the performance metrics, the brand can better gauge the pulse of a customer’s needs and if they were satisfactorily met. Customer feedback also shows the brand’s sincere efforts to better understand and improve any inadequacies within the customer journey so that it is not repeated again.
 
5. The Bottom Line

After the process and cycle of customer journeys, businesses can measure the ROI for specific new procedures or any increases in revenue for making customer adjustments. Is customer retention and an upsell a more economic move than acquiring a new customer? Did your customers become loyal to your brand and have them become your aka “brand ambassadors”?
Customer expectations are on the rise because of the speed of technology and our modern environment. When you have sources like Amazon, people are becoming accustomed to getting everything quickly with ease of use and convenience. Having a strong and solid customer experience strategy will help you rise above the noise and in the long run, keep your existing customers happy and attract new customers that want and expect stellar customer experience.
 

IA Solutions by IA Call Center

IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

For more info:
www.iacallcenter.com
 
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As a new brand positioning, IA Solutions by IA Call Center is now a digital & business solutions provider and consultancy for growing and high- valued businesses that look for specialized services in the customer experience industry. Businesses that come to IA Solutions by IA Call Center seek business guidance and call center technology services to help improve their customer engagement pipeline and create a more impactful and memorable, positive customer journey.

Our decades of business experience and rapid build-out of specific service programs customized to the brand’s needs, culture and mission are what differentiates us as the top experts in the customer experience industry. We are ready to expand staffing forces and elevate the brand’s capabilities and brand awareness. By mapping out customer journeys and nodes of engagement, we are able to analyze and troubleshoot areas that could risk customer loss and quickly rectify with effective solutions to keep customers happy. Moreover, we keep your business moving at an aggressive growth trajectory. Our comprehensive business and call center solutions can transform businesses and enterprises to the level they seek.

We bring the A Team and A Game to the table and deliver on every business decision.  We rollout expansion and scalability for businesses that have immediate business pain points and operational needs. We strive to transform and bring in a ready-to go staff that is professionally-trained and educated in the brand’s product offerings and tone.

Not only does IA Solutions by IA Call Center deliver on core skillset, we deliver on impeccability of right offerings, right actions and right timing for the customers to continue specialized services or to upgrade in areas that suit its current needs with no interruption or hard sell. The proven track record and caliber work that we’ve executed for clients speak for itself in confidence, trust and customer loyalty.  It is how we serve our clients.

With such a strong saturation of the call center space, it is critical to have an aerial, 360 -degree view of the current standing of businesses and areas that need improvement. We are that “it” factor and strategic partner that can help you achieve business goals and overcome any challenges.

We are a premier partner for digital solutions, technology and customized customer programs to accelerate and achieve high-value customer experiences.
 
IA Solutions by IA Call Center

IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

It is not an easy task to design the ultimate customer experience for any business.
 
In our hyper competitive marketplace and high -speed technology, people expect answers fast and service accommodated flawlessly, and all done with a friendly voice. It is no longer just about the product offering and receiving a superb, tangible product or service; only one terrible customer interaction in the customer journey can ruin or even lose a customer for good.
 
Every successful business knows the customer journey is essential in keeping the customer as well as keeping them coming back. It is imperative to understand the customers’ needs and wants and not to just deliver a standard plate of services because it is what you have always done. Hearing and seeing from the customer’s eyes are your cues on how to design and deliver a stronger and more pleasant customer experience for them. Using data intelligence and customer intelligence will give you the competitive edge and the secret sauce to increasing customer loyalty and profit margins while lowering operational and marketing costs.
 
An important exercise to define in your client services is to map out your entire customer journey of whom the customer will most likely interact with. From sales representative, to billing, to after-sales-support, each step is crucial in supporting and upholding the customer value. By troubleshooting this process and improving on the areas of lack, a stronger transformation of the customer experience can help with sustaining a good brand reputation that offers distinctive, 5 star customer service. Helping a customer navigate through the complexities of any queries, and follow-ups are necessary services to ensure a smooth journey.
 
By empowering our employees and staff with proper training, EQ, and personal development, we also empower the customer journey to be the best possible. With accuracy and speed of fulfilling customer requests, we are demonstrating consistency of delivery and quality.
 
With IA Call Center, we design customized, bundled business solutions with a call center component to enhance the overall needs and expectations of the customer. We personalize and deliver all areas of support including sales, product support, technology and brand extension. Our omni-channel communications give the customer easy access at all points of support.
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com
 

Elite, high performing companies have a full understanding that raising the standards of customer service and care is what helps certain companies stand out over others and ultimately retain customers. How do we ensure that your customers’ experiences are elevated throughout their entire journey with your company?
 
Our professionally-trained agents and team are fully trained in your products’ specifications so that their depth of product knowledge matches and exceeds your own knowledge of your products and company. This experience that IA Call Center brings to your company will ensure that our agents will have a seamless integration into the world of your company’s customer service needs.
 
At IA Call Center, we are truly redefining elite customer service and brand partnerships. This depth of knowledge that we bring to your customers will improve their overall experience and maintain a relationship between you and your customers now and into the future. Our main goal is to increase the value of your brand throughout your customer’s journey – isn’t that the main goal of any company in today’s technological world? You may be asking…how do we do this?
 
Let’s start at the beginning with Onboarding.  The practice of making sure your employees understand their position, job requirements and your culture so that they can integrate effortlessly with your company. We want to ensure our employees fully understand your customers, products, and concerns. That way, we are establishing a great experience for your customers from the start.
 
The numbers don’t lie – having a solid onboarding program increases staff retention by 82%.  If our company had a revolving door where employees come and go on a regular basis, we would have to keep training, and retraining them on your products and needs. Luckily, our staff retention is stellar, and this commitment from our employees influences their embrace of your customers.  Our stellar onboarding has increased the confidence and competence of our employees because, at IA Call Center, we maintain that if our employees are happy, your customers will be happy.
 
Our professionally-trained agents are fully-engaged in your company and are the experts in making your products an experience. They also have a full understanding of how to increase the incremental value of your customers’ purchases. With more knowledgeable and tenured agents you will see an increase in customer retention. Our agents become so well versed in your product line that guiding the customer to the right offer and right action becomes second nature. Reducing subscription lapses in subscriptions or  reactivating lapsed customers  have become our specialty and we make your customer experience a competitive advantage. In the end, it’s a win-win!
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

For more info:
www.iacallcenter.com
​

One of our greatest assets at IA Call Center is our people. We value our people since they are what makes us, our brand, and our reputation. The happier, more tenured employees we have, the better customer service journey they provide. This signals a healthy relationship between a business and its customers.

For Employees, the added flexibility of remote work creates a better work life -balance, which builds digital fluency, increases productivity, elevates performance and brings the customer experience into greater focus.

For Customers, this creates a ripple effect. Employees who are more passionate about their work and the products they support are more willing to go the extra mile in service of keeping that customer.

In our industry, we discovered that 65% of a company’s business comes from existing customers. 68% of customers leave because they feel the company doesn’t care about their business and finally, about 42% of customers would stop using a brand if the company didn’t have a real-time customer support line.

These statistics demonstrate how critical positive customer engagement is and the importance of making customers feel valued. Customer loyalty requires a superior customer experience. It all comes back to how they were treated, accommodated, and how personalized the customer care was.

Lowering your customer churn rate by 5% can increase your profitability by 25% to 125%. By making highly- effective, slight adjustments you can improve the trajectory of profit and sales revenue, but most importantly impact customer retention and future long-term relationships. Know your customers’ needs, offer them VIP, “white glove” treatment and resolve their issues, and they will come back time & time again.

For both parties, on both ends matter, Employees and Customers - It’s like a dance. Each partner needs the other to create a mutually beneficial relationship where both can thrive and have an enjoyable and rewarding experience. By creating a positive environment with a strong emphasis on employee morale, we offer a workplace that provides support and empathy, that in turn, creates a pleasant and positive space for customers that come inhabit.
​
Employee retention ultimately translates to consistent customer retention.
 
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

For more info:
www.iacallcenter.com
​

As a contact center and strategy partner, IA Call Center has been a very valued and critical component for a top brand gas company. For over 20 years, this partnership has sustained through health and economic crisis. During this time, we were able to re-evaluate and assess how we can improve and positively impact a greater customer experience.
​
Due to the ongoing pandemic, there has been increases in call volume and customer demands are requiring more innovative ways to providing high quality experiences. For the gas company, speed, quality and first call resolutions are paramount and staple elements to their brand and reputation. If any of these elements were missing, it would not represent the brand appropriately and furthermore, a customer service call is not of same superior quality without the empathy of an agent.

IA Call Center recognizes the supreme demands and expectations of customers and how we as a team represent our partner with the gas company, as the face of the brand.
We work side by side with the gas company team and our professionally- trained agents to enhance and build the best- in- class customer experience. With IA Call Center and the gas company as partners, we can act as a guiding force to ensure complete customer satisfaction and call resolution.
 
“Our relationship with IA has been invaluable. We view the organization as more than a strategic vendor but a true extension of the Paraco family, providing a stellar experience to our expanding customer base,” as stated by Christina Armentano, Chief Operating Officer.
 
With strong testimony such as this, IA Call Center continues to be a solid and reliable contact center partner for brand partnerships and clients. To be able to serve and contribute to an exceptional customer journey, brands will appreciate making their customers happy and loyal.
 
Whether in times of dire situations or natural disasters, we understand and stand by the concept that consistent, quality customer service is the key to customer retention. Our agents act as a supporting element to what remains our core service: To offer superior, personalized, VIP customer support.
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 

​Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

​In today’s saturated and highly competitive market, the typical standards of doing business as usual is not enough. It takes more to stand out of the crowd and one must ask what is that “golden nugget” that makes a customer choose one over the other?
The answer is personalized customer service.

Personalized customer service strategy is now the differentiating factor that retains customer loyalty and brand recognition. When a customer is heard and appreciated, the customer will remember the experience and go out of their way to spend more money with the same brand since they feel they can be trusted and expect a superior customer experience. Nowadays, with the influx of high- volume calls, customers are neglected of personal care and attention. Most are passed and rerouted from one agent to another agent in hopes to receive an answer after many minutes of wait time.

According to an ROI of Customer Experience report by Qualtrics, 77% of customers agree that they’re more likely to recommend a brand to someone after having just one positive experience with the company. With that said, it reiterates the power of positive customer experience which may trump even the product offering itself.

Imagine the opposite happening, when a customer is not able to get his/her caller request accurately accommodated in a quick, reliable fashion. The caller dreads having to re-explain the same issues to a new agent every time the call is transferred. Most likely, 51% of the callers will switch brands after one to two experiences. The customer journey experience determines the outcome no matter how great the marketing is.

At IA Call Center, we offer strategic & creative solutions, contact center services and 50 years of strong, vertical market experience and industry knowledge for partners that seek guidance. As contact center experts in this field,  we help navigate partners in the call center space and make sure we provide high-value, elite customer experience. Our deep understanding of brand representation in tone, culture and product knowledge enables our professionally-trained agents to be an extension of your team and brand.

We personalize and customize our call center packages to meet the size and needs of your growing business. Offering focused attention and a dedicated team of agents to represent you while taking your calls as if they are one of your own internal staff. We believe in one-on-one personal care and to listen and accommodate with empathy in a time where artificial intelligence and technology can discourage the human interaction experience. IA Call Center perceives their customers and partners as their #1 asset and will provide the highest quality contact center services and customer journey that every customer will inspire to have.

To learn more about our contact center services and culture, please contact us at our website, www.iacallcenter.com.
 
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

​With the adoption and rise of artificial intelligence into businesses, one must ask does this new AI capability help improve overall customer experience?

According to Forbes, the market for call-center AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024. And, with this forecast, what does that mean for customer satisfaction and call center operations?

The modern technology of AI (artificial intelligence) is a complementary function for call centers. It is currently being used throughout many businesses, enterprises, retailers, and many call centers. It is known to be used and deployed in IVR system (interactive voice systems) with the goal to expedite and route caller’s needs and queues quickly. It is used to signal and identify data patterns and customer service interactions between caller and agent for interruptions, voice cadence, customer sentiment and any data analysis that can help the customer experience become smoother. However, many callers get frustrated talking to an automated voice prompt at the initial call and want to bypass that to speak with a live agent.

The AI component for contact centers help enhance the operations, fix customer service loopholes and processing of high volume calls, but it certainly is not a replacement for the human touch of service. We, at IA Call Center, define superior customer experience by offering the human -to -human touch of live agent communication with customers that seek help and resolution. Our professionally-trained agents receive callers’ request with the heart of empathy and compassion as well as assimilate and assess the caller’s immediate needs rather than utilize solely AI’s job of analyzing customer data patterns and requests.

IA Call Center’s personalized customer support is one that serves the people first with focused attention and human engagement. As more contact centers implement or rely heavily on the source of AI to relieve high calls and high demands for customer service, we intend to match people with people.

Our AI solution acts as a supporting element to what remains our core service: To offer superior, personalized, VIP customer support where IA Call Center is your strategic partner to help your business scale and grow in greater revenue.

For more information, please contact us at 877-631-9711.
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 

​Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com
 

The Elite Concierge Program is designed to offer dedicated contact center support, personalized customer service, and detailed customization of programs for scaling and operational efficiency for high value customers.

Our program recognizes and selects a small group of customers and partners to collaborate with that require focused attention and VIP customer care. We work and collaborate with our customers as strategic partners and identify revenue goals, align resources, set priorities and make sure our contact center services match the growing needs of the partner. As additional advantages, product knowledge & deep vertical market experience help increase lead generation, sales revenue, customer retention and long -term value customers as elite partners.

Our purpose is to offer dedicated customer support that assist in navigating through contact center complexities while offering business process management. Our group of professionally-trained agents are committed to serve only one client at a time. Aimed to deliver optimum, personalized customer service, our agents are carefully chosen for voice tone & personality for targeted markets as well as accommodate requests with human empathy and resolution.

High quality customer care is no longer about pricing wars or large numbers of agents and calls. It is about receiving the highest quality of customer support, empowering our team and partners and having the infrastructure, discipline and training to do so.

​For more information on how to participate in IA Call Center’s Elite Concierge Program, please contact Ian Tempro, Head of Special Projects, at 877-631-9711.
 
About IA Call Center:

IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. 
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

For more info:
www.iacallcenter.com