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.
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Ian 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.