 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
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 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.  Many businesses find themselves with a need for greater support options. According to HubSpot, "the customer experience (CX) is important to the success of your business." As more consumers begin to rely on customer support, midsize and large businesses must strategize to meet the demand. More importantly, your call center is the foundation for communication and support for your customers and must be highly effective. Keep reading more details below to discover how Smart Home tech support can work for your business. WHY SMART HOME TECH SUPPORT IS IMPORTANT A study by the Consumer Technology Association (CTA) reported, "69% of all U.S. households have at least one smart home device." Smart home technology allows homeowners to control residential functions including lighting, security, temperature, and more. With more household's depending on smart home technology, the need for technical support also increases. HOW SMART HOME TECH SUPPORT WORKS IA Call Center supports hundreds of businesses that offer smart home devices to households everywhere. Customers receive expert and knowledgeable tech support for all their smart home device needs. As a third party technical support expert, IA Call Center provides support and protection for most common smart home devices for your customers. Our team of professionals have up-to-date knowledge on current smart home technology. Trust our team of experts to provide technical support or just answer questions about how specific smart home technology can impact your home. WHY BUSINESSES PREFER IA CALL CENTER At IA Call Center, we have state-of-the-art call center technology that supports a global network. With over 50+ years of experience, we provide the operational support to power your business. Our team of professionals provide 24/7 technical support when your customers need it the most. You're invited to contact us to discuss your custom communication needs by contacting the sales department at 1-877-631-9711 or email support at support@iacaller.com. IA Call Center invites your business to streamline their services today! |
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
June 2022
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