 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
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 As Covid-19 persists, our customer-focus approach becomes firmer and more committed than ever. Our philosophy of people-first is one that trains our agents to put our customers as top priority and accommodate requests as efficiently and as compassionately as possible. Internally, it has been important to retain our professionally-trained staff and agents during the Covid era and offer support however we can both professionally and personally. Whether it’d be from having extended time off to care for family or loved ones, to locating local vaccine sites, or more light-hearted company-wide virtual get togethers, the culture here is one that fosters customer and community support with compassion and positivity. From that we have seen, our agents are paying it forward to offer service and understanding when dealing with callers and sensitive matters that at times are urgent and very personal matters. Our cultural development stems from the approach of “heart of service” to our customers, our staff, families, friends & communities while providing a customer support with purpose. Behind each brand are the voices and customer care that most people do not see, but they are the backbone of making the brand great, welcoming, and highly reputable. The way we treat our customers reflect our philosophy of customer-first and customer care support before any sale transaction. As an employer and national contact center, IA Call Center prides itself on hiring and retaining superb, conscientious, professional staff that values customer relationships and longevity. In everything we do, our people represent who we are and what we like to support and contribute for customers, partners and our community. 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 less than a couple months of summer left, holidays are looming and ready to take its wrath. That translates to the start of a frenzy retail shopping experience!
As a retailer or ecommerce business owner, are you ready to accommodate the high-volume calls for customer service while eliminating painful, long wait time for customers? Are you prepared to scale at a drop of a dime? Since Covid-19 has been the driving force for shifting our global economy and how we shop, the retail industry has gone through layers of transformation to meet higher customer demands and an easier shopping experience. According to ROI Revolution, holiday retail sales will surpass $1 trillion for the first time ever in 2021. With this massive increase, it is more critical than ever to make customer service experiences as stellar as possible and create a service value that will generate customer loyalty and retention. Holiday shopping can be experienced through physical brick & mortar stores or online. With the rise of ecommerce shopping over physical shopping, the convenience and simplicity of purchasing online can be more favorable. In short, you need to be where your customers are. Customer service departments will need to adjust to new purchasing patterns in an omnichannel environment while retaining the core of the brick-and-mortar experience, product knowledge, speedy resolution with quality empathy for customers’ requests. This will help enable a 5 -star customer experience. At IA Call Center, we meet these high standards of customer support with our strong specialization in vertical markets and product acumen; our aim is to make every customer’s experience a personal one. With for over 50 years in business we have the experience and the tools necessary to help guide our partners through the ever changing landscape of customer service operations. 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  It’s inevitable that every growing business will need more staff, more systems, and more resources. As time is of the essence of putting everything together in place, scalability is the new speed to enable a superior customer experience.
According to a study recently published in Forbes, more than 83% of US customer service leaders experienced an upsurge in contact volumes across live chat, messaging, email, web and social media since 2020. What this means is customer contact center services are on the rise and businesses will need this service to help them scale and receive the proper customer support and operations to deliver their product offerings. Since IA Call Center has been established for 50 years, we have the know-hows, industry knowledge, decades of contact center experience, and the scalability tools that can be implemented at a drop of a hat if a partner needs us in immediate fashion. There is no need to hire more professionally-trained staff or do branded scripting, install any communication systems since IA Call Center comes with a one-stop-shop contact center solutions. Providing a 5-star- customer experience is the end goal for any partner. As one example, 77 percent of customers responding to a recent Pegasystems survey said they would take their business elsewhere if they received poor service. Another 60% of customers would prefer an empathetic customer experience over any quick resolution according to Genesys. It is said the top ranked attributes of a phenomenal customer service experience was service from an agent who makes it clear they understand the customer's situation, even if it takes longer to resolve. Undoubtedly, 70 percent of consumers say a company is only as good as its service. Scalability plus empathetic, thoughtful, solutions-oriented customer service is what’s going to help any business win and increase 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  In today’s modern day, it takes more than just “ordinary” to perform outstanding customer service. We are at a time when businesses are rapidly growing and specific markets are accelerating in demand and volume. Specialization in contact centers is now a favorable and compelling element for scaling businesses that want to know you have decades of experience in the same industry and for specific verticals.
When a caller calls in, there is an expectation from the consumer that they are reaching out for support, but they also want to speak with an expert that is knowledgeable in product offering, technical service, engineering or any in-depth know-hows that will be invaluable and helpful for the consumer’s inquiries. As information becomes more saturated and lost in transition in the world economy, the baseline is that specialization is more appealing for businesses that require strong product acumen, decades of contact center experience, strong solutions-oriented leadership and this call for niche knowledge has now risen over the last 5 years. When you partner with IA Call Center, we can leverage our strengths in communication infrastructure, market, product acumen and on-demand staffing while you and your business, focus on your strengths, and designing your amazing products and services. As your extended partner, we can offer a variety of skillset, customer strategies & engagement that will help spur more revenue, more branding, and more success! We offer high-level sales support, concierge support for VIP customers, and personalized care as you scale and expand your business. We understand the depth of market research, sensitive finessing it requires with client situations and continual immersion of your industry to serve you and your customers the best way possible. 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  Technology innovations such as Artificial Intelligence (AI) has changed the playing fields for contact center solutions and call center data. Major AI tech innovation such as Natural Language Generation and speech recognition with Machine Learning platform and virtual agents are being used in the forms of chatbots and AI interactive customer service systems.
Chatbots, Natural Language Processing and Machine Learning are now a part of this new technology of streamlining calls and redirecting incoming calls to the right categories and right person. AI can help with rerouting calls for operational efficiency and can be a huge time saver for customers who are calling for non- critical info or routine tasks as it can help complete several tasks quickly and provide immediate responses. Another major AI tech innovation is AI-optimized, decision making management system with deep learning software and hardware programs that basically offer advice to customers based on accrued data from prior experiences. There are divided perspectives on AI as a benefit or detriment to the overall customer experience. It’s important to gauge and balance the benefits of what AI can do for contact centers operations and its customers for technical advancement and efficiencies all the while adding to the human experience. Below are some of the great benefits on how it can serve both parties, contact center and the customer. What are the Benefits of AI?
As such, it is apparent that AI tech innovations can enhance your contact center agents or your in- house sales force. With this AI technology, it becomes a complementary element in all call operations and creates a higher level of customer service and reduces friction for customers who call in for dire requests or product info, in a timely, efficient, and pleasant manner. In any case, with its accuracy and convenience, it is obvious that AI tech will transform customer experience expectation for not only contact centers, but also for all walks of life. Even with the implementation of sophisticated AI and Machine Learning technology, there is no replacement for real human interaction and human empathy. The AI system is a supplement, and is effective in solving customers' problems quickly, but also smart enough to offer a human when needed. Empathy is what makes the whole customer service experience a fulfilling and enjoyable one. At IA Call Center, we pride ourselves on the pursuit of innovation and customer value. Doing so with empathy day in and day out creates the best possible outcomes for our partners. 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  Our organizational culture at IA Call Center is a learning hub for excellence, business improvement and demonstrating the best practices of doing things right versus being right. Ethics and cultivating a healthy environment at work is one we place strong principles and heart in. As great people make up our company, so do our client relationships that reflect our core values and integrity.
A strong culture in a company shares its set of beliefs and values to their employees. Management can instill a foundation of cooperation and openness to listen to any employee insights and constructive feedback to help further the company’s growth and efficiencies. Our company does not invest in being right. Our company is about making the right decisions that benefits all parties and future endeavors. This distinction in value consciousness is one that translates to all areas of expected employee behavior, optimized performance, and operations of our business with our staff internally and with partners externally. The diverse collective of our employees and varying, opposing mindsets are actually a positive alchemy that enhances our organization into a richer culture of new ideas, new vantage points, and new ways of doing things, conceiving the best -of -breed solutions. While our employees feel respected of their shared opinions and feedback, it also solidifies employee harmony and satisfaction for long- term employment and joy in the workplace. By listening to the employees, our organization is fostering an environment of trust, cooperation and interdependence that everyone is heard and IA Call Center becomes a work place of appreciation, teamwork, and high expectations. As our organization grows, the culture within translates into greater customer care service for our outside partners with deeper attention, empathy and strategic vision. IA Call Center’s philosophy is one of continual progression, recognizing any past errors, correcting them, and bettering our people, company policies and relationships with partners. We see our clients as strategic partners that we collaborate with, share company goals and targeted revenue with and less a one-time transactional dynamic of doing business. We respect our partners and accommodate to their changing needs and visions that will help them focus on their business goals and leaving the contact center services to us. We approach our partners by listening and learning and what we can do to improve and help make the processes smoother allows us to produce our best work as it pertains to the specific needs of the program and their business needs. To offer 5- Star customer solutions and customer service for our partners offered by our team is our goal and we are happy to serve them with utmost respect and attentiveness. We are proud of the 50 years of organizational culture we’ve built and the partners we serve and the staff we call family. 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 we navigate through this sea of health and economic crisis, one must wonder what does the definition of true customer service mean in the contact center industry? With increases in call volumes due to the nature of the pandemic, virtual assistance and call center solution are escalating and customer demands are requiring more customized engagements, quality customer experiences and higher standards.
Speed, quality, and resolution of problems are staple and necessary elements for contact centers and excellent customer service. But, speed alone without quality is empty, and if any one of the elements is missing from the formula, it becomes a deficit. At IA Call Center, we recognize the supreme demand and expectation of customers’ needs and how we as a contact center represents the customer, as the face of the brand and the first initial contact of the call. We offer already professionally-trained agents to answer your calls and utilize tailored scripts to meet those standards. We know as the first line that empathy is a key requirement of the call when the customer is actively reaching out to you in hopes you will resolve their problem. According to Salesforce Research, 82% of all calls expect the contact center to resolve complex problems by talking to one person, and not to be rerouted too several agents only to regurgitate and repeat the same issues. It is a part of our job to be the guiding force in directing the calls and to ensure complete resolution and a quality, speedy experience especially in times of dire situations or natural disasters. We understand and stand by the concept that consistent, quality customer service will keep the customer and encourage them to come back time and time again. With our cloud technology, PCI-compliance and 50 years of solid contact center experience behind us, IA Call Center is your brand extension and partner for all contact center services and product offering support. 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  Employee burnout can sometimes be inconspicuous. And with today’s remote workers as the “new norm”, it can be even more difficult to detect the behavior behind the screens. Work stress and unresolved issues that are not communicated can escalate to major employee burnout. When employee burnout does happen, there are major consequences tied to business costs, productivity levels, employee morale, and potentially losing a worker. The costs are both high for the individuals and the organizations. Currently, 8% of the national budget in healthcare is attributed to work stress according to Harvard Business Review.
What are the symptoms and how can you spot them out? Subtle cues such as someone that is usually diplomatic and calm is not easily agitated or snaps at a colleague for comments that are work-related, and not personal attacks. Angry outbursts, not wanting to work, abnormal impatience can all be signs of a greater problem. Employee burnout could be caused by an accumulation of months or years of unspoken work stress, emotional distress and spiritual malnutrition. As an employer, you can help support your employees by lending empathy, emotional support, and offering flexibility to deadlines or work schedules to help them through this phase of life. Taking off some workload and handing it off to another employee could help ease the stress level. Managing employee stress levels is a task that management can do. At IA Call Center, our management takes to heart the emotional conditions and well-being of our people and we treat them like family. At the core, we know our people and that is what makes our customer service exceptional and our company culture what it is. We value our staff, their families and a proper work life balance. Another strategy is to help your stressed employee reframe his or her thinking and to manage their schedule that best suits home life and work life. This empowers them to take control and to tackle the situation head-on without the victimhood mindset. Whether it’s your employees, or our employees, we are all part of a work family and we want to help support their work burnout in any way possible. As their condition improves and morale is also picked up, the organization can return to a higher level of productivity, team cohesiveness, and higher level of customer care. 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  Driving businesses online is what we do and we can support businesses that require a strong online presence and ease of contact. Every business deserves a professional contact center that represents their brand and is customized to meet their operational needs. With more and more businesses migrating to ecommerce, and remote presence, this has become the new norm of how businesses are conducted especially with our current COVID circumstances.
2021 is lending itself to the next generation of online support, business communications and payment transactions. With COVID-19, and advanced technologies consistently emerging, businesses need to consider PCI -compliant contact centers that protect data security, credit card info, and consumer privacy online. So, what are you doing to jump on the bandwagon of digital? As most businesses expand and grow, all elements and considerations of the right tools, right trained people and equipment are necessary for successful operations and functionalities. Finding the ideal contact center partner is difficult, but worth the find. At IA Call Center, we offer omni-channel services that allow customers and partners to find you at multiple points of contact: live chat, 24/7 answering service, social media, web form, and more. IA Call Center gives you the complete repertoire of customer care and scripted branding representation with professionally trained agents to handle your calls. Depending on your company needs, we provide sales support, tech support, product support and overflow support to help alleviate any communication drops and calls. Outsourcing your contact center to a BPO partner becomes a huge asset for your company that will help extend your professional reputation and branding to provide a world-class customer experience most customers seek to have their requests met. We take the time to assess your business situations and configure our service plans to meet your customers’ needs efficiently and cost-effectively. To learn more about our contact center services and brand extension service, please contact us at our website, 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 |
AuthorIan Tempro, Head of Special Projects, at IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets. Archives
September 2021
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