 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
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 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  During our current pandemic of COVID-19, businesses are forced to get smarter in the way they run their customer care operations. Now, with federal & state health orders and regulations in place, on -site businesses and other scaling businesses are in dire need to adopt a new way of working with advanced technologies & supportive contact center solutions that will aid in this transition.
Since IA Call Center is a national, 24/7 contact center, we offer a peace of mind to customers that know every call is attentively looked after and handled with utmost professionalism and resolution. Moreover, we have a remote, cloud capability that enables us to serve businesses anywhere in the U.S. without any interruptions and outages. We are not limited geographically or by any data space, security measures and reliability issues. As the New Year approaches, many businesses are planning for 2021 and taking inventory of areas that need improvement, scaling, or simply additional staff to help. And, so, how does IA Call Center fit in? We are an omni-channel service company with overflow support, product support, tech support, sales support, and contact center solutions. We are a one-stop shop for all your contact center needs and for all full-service customer care that businesses rely and depend on for all these respective areas. According to Gartner, approximately 90% of global organizations currently use an on-premise solution for their contact centers which is a huge disadvantage with our current new environment. IA Call Center’s cloud-based technology will greatly become an essential business tool for your business operations and calls. With the outbreak of COVID-19, virtual contact centers with in- tact infrastructure and professionally-trained, work-at-home agents will be critical for your business continuity and success. To be sustainable, partnering with a 50 year established virtual contact center with vast business experience and reliable equipment, tools, staff, and infrastructure will help elevate and scale your business in the right direction without unnecessary setbacks. As your strategic contact center partner, we can help evaluate and personalize your service plans and be a helpful integrator of all contact center services, customer support and technology. Company Bio: 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 antiquated model of a stereotypical business transaction is no longer serving us. A single purchase in areas where it’s appropriate may work, but for long-term success, investment and commitment are necessary components in strong relationship-building and business partnerships.
In every business, there is the typical business transaction of closing a deal. Purely transactional, a one-time – deal with no vested interests in a successful future together. At IA Call Center, we share a partnership philosophy that is less of a sales transaction between supplier and customer and more of a mutually beneficial relationship based on integrity, teamwork, and mutual goals and interests. As we embark on long-term, business relationships, we build our relationships with clients’ goals in mind with mutual trust, shared risks, and collaboration. A solid business partnership that results in financial rewards, market gains and competitive edge is what we are after. We work to do a thorough assessment of your needs and whether our capabilities are a match; if they are, our team will build out a program around your goals and core values. If we are not the best solution, our team will not hesitate to make a recommendation, including partners that may be of a greater fit. Our integrity and leadership position help us build strong collaboration and true partnerships. As your business partner, IA Call Center seeks the best possible solutions for our highest good and your business returns. Company Bio: 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 distinguished boutique call center, IA Call Center is built on 50 years of service that is a rarity in this industry. When partnering with IA Call Center you get a small contact center with a personalized approach that demonstrates capabilities surpassing that of much larger companies.
IA Call Center caters to direct- to- consumer accounts, scaling businesses, and several niche verticals. We support Consumer/Electronics, Financial Periodicals, Utility providers, and any growing business ready to scale and expand their growing teams. Our focus is providing the state -of -the -art contact center technology, combined with product support, sales support, and technical support along with our array of customized contact center services. With a project management team that has a combined 150 years of experience, we are ready to execute on your customer experience and branding strategy. With Level 1 PCI-Compliance, and a cloud-based platform with multiple levels of redundancy, our contact center is the ideal match to service any business looking to scale and outsource contact center services to a trusted and experienced partner. With our cloud-based service, we are local to your business without any geographical limitations. We have over 150+ professionally-trained agents in your industry, and are ready to become your brand extension! Our difference is our people. Taking ownership of our work, respect for our craft, and exceptional skillset possessed by our agents are unique differentiators. We leverage advanced technologies and infrastructure, but it’s not just about the technology. It’s about our people behind that technology, who are here for the long haul, during everyday operations and times of urgency and unforeseen disasters. Our commitment extends through all seasons of need. Top Reasons to Choose Us?
Company Bio: 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 one of the oldest operations decisions in the world for companies, keep it in-house or outsource? It applies to countless aspects of day-to-day company operations, but the decision becomes particularly important for service and product-based companies when debating on the best setup for their call center. For an in-house call center, companies have to consider expenses like human capital, i.e. the cost of employing representatives to representative positions, the expensive of hardware and software solutions, and the cost of employee training.
According to a CNN business insider expert Jose Pagliery, the "real cost" of an employee after taxes, insurance, and benefits, can be between 18% and 26% higher than their actual base salary. This doesn't always sound like a substantial investment, until you're talking about multiplying it by anywhere from 10 to 50 call center employees between customer service, tech support, sales support, and product support. Challenges of Having an In-House Call Center Managing Service Across Multiple Channels In the age of tech, having a simple call center that offers only audio phone calls just doesn't cut it anymore. Product and service based companies all over the world are turning to operating multiple channels of communication with clients included phone support, text messaging, live chat, and email. This means that in an in-house call center, companies have to hire enough employees to make sure all of these service channels are being adequately covered. If they aren't, companies face the risk of losing a substantial number of customers, both current and potential, due to poor service. 70% of polled consumers have reported that they would be likely to take their business elsewhere due to a poor customer satisfaction experience. Ensuring Hardware and Software is Up to Date Technology is advancing every day, and the software and hardware solutions that power call centers is no different. Having an in-house call center means that your company is responsible for keeping necessary software up-to-date, particularly now that many workforces have had to go remote. Cloud solutions providing calling, chat, and mass email capabilities can be expensive and time-consuming, and often can require the attention of several additional experienced IT employees just to ensure that they are running appropriately. In-house software programs can require extensive setup and significant on-boarding training for call center employees. How Outsourcing Can Help By outsourcing call center operations, companies can alleviate headaches like budgeting how many employees they can afford to hire, having to limit the hours of their call center operations based on employee availability, determining what they can afford in software and hardware solutions, and investing time and money into continued training for full-time employees. Cost Savings In an in-house call center format, companies are paying representatives either an hourly wage or a yearly salary based on their contract. These wages are generally based on a structured day that consists of a designated amount of hours, and those employees are paid their contracted wage regardless if they are actively helping customers during the entirety of their day or not. With outsourcing, companies are paying representatives based on the number of hours they spend actively helping customers and providing services. This can mean cost savings of 15%- 20% right off the bat. Flexibility Outsourcing your call center can open your company up to the ability to offer customer service, tech, product, and multichannel support 24 hours a day, seven days per week. This can be a huge incentive for customers to opt to use your company's service or product over a competitor who may only offer support during standard hours. Scalability In today's workforce landscape, in order to set themselves up for success, companies need to be poised and ready to scale their operations at any given time. Whether it be a new product or service launch, an acquisition or merger, or numerous other circumstances, having your call center out-sourced alleviates the "guessing game" of having to decide how many new employees to hire to accommodate a potential influx of support needs or having to update software and hardware capabilities to ensure that they are capable of handling a new level of demand. In addition, a strong outsourcing solution will always be using the most up-to-date technology solutions to ensure that your customers are receiving an unparalleled level of service across all channels of communication. If you're establishing a call center and aren't sure which direction to go, or if you're considering outsourcing your existing call center, reach out to us today at IA Caller. We're here to discuss your company's needs, and show you what IA Caller can do for your company. The future of support is here.  Is your company experiencing challenges coping with immediate and seemingly insurmountable product support demands from your customers? An on-demand product support service is just what you need to turn the tide around. Your customers expect you to present a helping hand to them when and as they need it. An all-day, every day touch point with your customers is vital if you are to permeate new products or strengthen the foothold of your existing products in the market.
In today's marketing world, one's precision down to the tightest measure when it comes to meeting customer expectations is critical. One needs to be proactive right from product pricing, product promotion methods, the terms of service being offered down to the managing of sales support. Having spot-on product support for your company can be quite a hassle if you are to self-manage things. Finding a solution that works for your company will require a high level of competency. That is why it is advisable to get in touch with a professional. During new or unfamiliar business environments such as one occasioned by a pandemic, having the advantage of being able to use virtual product support and omni-channel means of communication has never been more critical. Why Do I Need On-Demand Product Support for My Company? 1. Empowering Your Employees to Deliver Customer Satisfaction. Though not everyone can work from home, chances are that quite a considerable chunk of your workforce may have shifted their usual work stations to their homes. The various means of communication clients are using to contact product support include email, text message, phone, and social media. This is where IA Call Center's omni-channel communication reps come in. The virtual, live reps take care of all of that 24/7. To continue realizing positive business outcomes, you certainly need on-demand virtual product support. Here is how on-demand product support empowers your workforce:
2. You Offer Uninterrupted 24/7 Support to Customers. When it comes to winning customers over, there is no better way for your company to do this than having round-the-clock availability. Time is the only thing standing between your company and its next customer; being able to offer on-demand service and support helps you win customer loyalty. Here is what uninterrupted on-demand product support portends for your company:
You could opt for a business process outsourcing (B.P.O) firm to help meet your company's customer support needs that you are unable to deliver. In such a case, it would be best if you took an inventory of your company's internal departments to identify areas that can be complemented by contracting third parties to ensure your customers' experience is the best they can get. Here are some services your company could outsource:
At, IA Call Center, we believe that successfully solving customer needs is paramount to retaining customer relationships. Whether product recalls are making you wary or time is ripe for you to launch that new product or all you want is to boost your product support capabilities, we are here to help. Whatever the product mix, we will do our best to deliver the best in class product support to your customers and meet all your needs. Enhance your on-demand product support today at support@iacaller.com or call 1-877-631-9711.  When you encounter a company that has been successfully operating for fifty years, taking time to understand the factors that enabled it to achieve such a milestone is a worthy endeavor. IA Call Center is a virtual call center business that offers an array of call management solutions for various industries.
To learn more about IA Call Center's fifty years in the market, we sat down with the owner, Steve Samuels, to uncover the secret of this accomplishment. As a member of the family, Steve had a vision to build on the company's traditions that fostered positive relationships with customers as well as expand the business to serve an even more diverse group of clients. To that end, he continues to lead the company with an increased commitment to excellence. Below are six elements that have attributed to IA Call Center's longevity. Growth Minded Having growth as a goal for your business means not merely focusing on your customers or the service or product you provide. It is also having a focus on your employees. When your business expands, it affords hiring opportunities. This translates into being able to offer meaningful careers to more people. Investing in Your Team It is imperative to understand the value of your team. As a customer service provider, those who you employ are the facilitators and face of your business. Giving your employees the necessary tools to provide superior service and build strong relationships is key to your ultimate success. Relationship OrientedDeveloping solid relationships with clients is crucial for turning a first-time client into a repeat client. IA Call Center has a long history of building long-lasting relationships with customers because of our friendliness, convenience, consistency, and personal attention to clients' needs. Technology Driven IA Call Center uses state-of-the-art technology to deliver exceptional experience and service to its customers. Commitment to Excellence Leading a company to attain fifty years of success involves a pledge to serve customers with integrity and empowering employees to fulfill that pledge. Customer Focused And of course, last but not least, is having a focus on your customers – not just who they are but what they need. This highlights the necessity to build rapport with clients. Because IA Call Center tailors our services to your specific industry and individual business needs, we can provide a personal touch. Contact IA Call Center to learn more about our offerings. |
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
November 2022
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