The Need For Customer Support Service

A call center handles large quantities of requests that are processed over calls, emails or chat messages. The responsibilities of a call center are two-fold. First, it is responsible for providing support to customers to ensure a smooth and hassle-free user experience. Second, it helps companies increase profits and improve efficiency by offering technical support as well as outbound marketing and lead generation services. Faith Call Center specializes in offering customer support service in India for both local and foreign companies.

 

Benefits of a Call Center

Outsourcing call center responsibilities are of great benefit to companies for the following reasons:

 

  • They provide customer support service 24X7, every day of the year, without it affecting the daily business of the company.
  • They help improve customer satisfaction as all calls are handled despite the time or quantity of requests being received.
  • Your business continuity improves, as the workforce is not spending time handling customer calls and requests.
  • They also provide tech support for the team, reducing the downtime experienced due to technical difficulties or malfunctions.

 

Services Provided by a Call Centre

 

Call centers offer two main types of services, namely, inbound and outbound services.  Inbound services help companies process existing requests and customer issues whereas outbound services help generate profits and increase customer base. The various ways in which these services are offered include:

  • Chat Support Services: It is a cost-effective service that is used to help customers understand a product or service when they visit a website.
  • Technical Support: A team of highly trained experts offers support to ensure a seamless experience while working on a product or software.
  • Email And Call Support: The team handles large amounts of queries, errors, and requests from the customer base over calls or email threads.
  • Lead Generation: It helps increase profits and efficiency by reducing the time spent on acquiring leads. The team hands the responsibility of finding and contacting sure leads that your sales team can follow up.
  • Telemarketing: The team helps increase the customer base by advertising the products and services over calls.

 

Faith Call Center offers quality driven customer support service in India. We offer Information Technology enabled services to help companies reduce costs, process large quantities of data and requests and improve efficiency. Contact us to avail our customer support services to help improve your business.

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April 17th, 2019

Data Validation Strategies for Better Data Quality

It isn’t enough to have a data bank with you but what matters is whether the data will be of any good for your business. If you want to determine the quality of data, analytics can be of immense help. In this regard, data validation services can come to your rescue.

 

In order that your data quality is validated, you can opt for the following techniques-

  1. Back Verification

In this process, you can perform a back verification, which is usually an aggregate based technique wherein you match whether the original data is the same for the areas you are verifying.  For instance, if you want to match what quantities of products have been sold on a particular day, match the bill of products sold with the inventory.

 

  1. Data Certification

Using data profiling tools, you can carry out data validation upfront and then match them to the warehouse data. There are many data validation services available, and you can approach one such service provider for assistance. This is a proven and tested method which also takes into account integration of data from new sources and how it gets updated in your warehouse data too. It helps the business in the long run to a great extent.

 

  1. Workflow Management

It is best to determine the data quality while you are integrating data pertaining to workflows. It helps you identify any risks or hitches that can be detrimental to proper data management. If you are not confident about the upkeep of data and maintaining data quality, you can hire the services of many such companies that offer data entry services in India. Shop around for one that is reliable.  Find out if the services are cost effective.

 

In a nutshell, you may not find data integration to be foolproof, however, with a constant effort and if you can incorporate data quality management and data validation as part of “DNA environment” of your company, it can help you to keep track of your clientele and will also facilitate the manner in which you deal with your clients.

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April 17th, 2019

Everything You Should Know About Account-based Marketing

Account-based marketing (ABM) is one of the emerging business marketing strategies that use highly targeted, personalized campaigns to engage a specific set of target accounts. It is also known as key account marketing and complements both the traditional and short-term marketing goal of generating leads with efforts aimed at driving long-term revenue growth. A traditional marketing approach reaches out to a large group of people and then filters out the target group using various attributes. Account-based marketing uses the opposite approach. It first identifies the target group, uses personalised campaigns to engage prospective customers and then builds lasting relationships with customers.

 

Companies that are seeking to get specific high-value customers can use account-based marketing to engage and convert accounts in a very less period of time. This marketing method allows you to use particular attributes and needs to identify the right accounts to target. Want to know  the benefits of using account-based marketing in your business?

 

Highest Return on Investment

ABM is precise and measurable. It provides the highest ROI of all business tactics currently used. Most of the marketers found that ABM delivered higher returns than other marketing approaches.

 

Personal marketing approach

In the early times, marketeers used only generic approaches to reach the customers. Now they conduct surveys about the various needs of the customers and create personalized messages for the target accounts. They also tailor the creative assets of their campaign to the customer’s specific attributes and needs. Key account marketing approach enables personalisation of marketing and sales campaigns.

 

Shorter Sales Cycles

As the key accounts are targeted and the campaigns are personalised, the chances of sales closure are higher when this marketing technique is used. Sales cycles become shorter, enabling the sales and marketing team to work on multiple accounts within a short span of time.

 

Less wasted resources

Time and resources are narrowly focused on a small number of accounts that are most likely to close sales. This method frees up resources that would previously have been wasted.

 

Every business gets numerous benefits by switching to account-based marketing. Maximise your returns and optimize your resource usage by adopting this practical marketing method.

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April 17th, 2019

10 Advantages of Content Marketing

Content marketing is not just a buzzword; it has become a necessity in present digital business landscape. Before we go deep to discuss the significance of content marketing or content lead generation, it is important to have a clear understanding of what it is all about. Content lead generation is about creating, posting and sharing interesting reads with the main objective of creating good impression and boosting brand visibility.

Today, it has indeed become one of the most potent and effective marketing strategies.

 

Let’s have a look at top 10 advantages of content marketing which will convince you even more.

  1. More on-site content

When you have more content on your site, your clients will also have more reasons to stick around, therefore more opportunities will be there for them to become familiar with your brand which will lead to increased conversion rates.

 

  1. Higher visibility in search engines

Every new content that you add to your site is another page which Google will show on its index. More number of pages don’t always correlate with more traffic but having quality pages indexed on Google can certainly give you higher opportunities to rank for search queries.

 

  1. Higher Trust of Domain

A site having good quality content automatically enhances its trust and relevance. Through blogging, you’re basically providing free advice which is helpful for you in building trust of your customers that leads to transactions.

 

  1. More referral traffic

This benefit depends on your commitment towards guest publishing of your content. On contributing your content as a guest to external publications, you’ll get the opportunity to link back the traffic to your site.

 

  1. More social traffic

If you post your content on social media platforms, more users will be able to see and read your material which will greatly increase the circle of your followers.

 

  1. Increased conversion potential

The main objective of your content is to engage, inform, assist and bring value for all your readers. Once you take care of this aspect, you can use the remaining space to pitch your products or services.

 

  1. Boost reputation of your brand

When the readers go through your content, an impression about your brand is created. If they find your content informative and interesting, your brand value will increase automatically.

 

  1. Make stronger customer relationship

Quality content will enhance your brand’s reliability and make your relationship stronger with your customers.

 

  1. Global utility

As the term indicates, content marketing is a global tool which can be adopted by any industry irrespective of the type of products or services it sells.

 

  • Decreased marketing costs 

Content marketing may cost time but it’s incredibly economical and offers good compounding returns.

 

No matter which industry you belong or what is the size of your business, you can start using content lead generation strategy today to reach and engage your potential customers.

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April 17th, 2019

Streamline Your Lead Generation Process with BANT

Remember your boss telling you “Every lead is worth chasing down?” Well this concept may no longer be relevant in most sales cycles. Instead of spreading yourself wide across all the leads you generate, you need to focus on leads that you know are going to convert, maybe today or the next year! IBM conceived an idea known as BANT, which is now being effectively used in many businesses to identify and follow up on leads that have a better chance of conversion.

What is BANT?

BANT is an acronym of Budget, Authority, Needs and Timeline.

B – Do the leads have the budget for your product/service?

A – Is the lead authorized to make the purchase or is someone else the decision maker?

N – How much do they need the service/product you are offering?

T – When does the lead want to purchase?

How to choose leads based on BANT?

On a general rule, sales team pick leads that qualify on 3 of the 4 criteria in the BANT leads list to follow up on the lead. However, choosing the criteria depends on the service or product that you are offering or the expectation of the lead.

Budget

If the lead doesn’t have a budget to make the purchase, then you will surely not want to follow up on the lead. However, you could put it on hold and contact them if and when you have any deals or discounts that they may be interested in.

Authority

Authority is an important factor in determining whether or not you need to follow up on the lead. If you are just having back-to-back discussions with a lead who has no authority to sanction the purchase, then you could be wasting a lot of your time. It would be better if you can ask to talk to the decision maker and then decide whether or not to follow up on the lead.

Does the lead actually need the service or product you are offering? If no, it is not worth your time following it up. You can start working on leads who may require it.

Timeline

Most sales persons get frustrated because they diligently follow up on leads and then find out that they are looking at a longer timeline. Get the details and also check if they are looking for other solutions or options.

You can identify the right leads using BANT and follow up on them to streamline your lead generation process. Identifying the most important criteria of BANT depends on your leads, business and process. Work efficiently and get maximum conversion of your BANT lead follow ups.

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January 22nd, 2019

A Virtual Assistant with Value Addition

The basic premise

Some of your tasks, though mundane are rather important for the smooth functioning of your day-to-day business such as answering mails and phone calls, scheduling appointments, database update and other such administrative tasks. They can take up a chunk of your time and resources. You can easily hire a virtual assistant to take care of these routine tasks so you can concentrate on your core business tasks. Virtual assistant services in India are a great option in terms of money, reliability and quality. We can help you hire a decent virtual assistant in India. Read on to know more.

How to hire a virtual assistant?

  • Recommendations: Ask within your network.
  • The Internet: The next best place to turn to and you will have plenty of options such as virtual assistant services in India to find the best match. The testimonials will give you a fair idea about their services.
  • Pay right: Quality comes at a price and therefore be open to pay a fair rate.
  • Resume: The person’s experience lets you decide if he/she matches your requirement.
  • Telephonic interview: Gives a peek into the language fluency, connectivity, availability and the approachability of the assistant.
  • Proficiency tests: Performance at online tests for the skills will help you hire with confidence.
  • References: Talking to the references will help you judge better about the working style and ethics of the assistant you are looking to hire.
  • Trial task: a sample and/or a small paid trial task will help you decide the suitability of the virtual assistant from India.

What to look for in the virtual assistant?

  • Language proficiency both written as well as spoken
  • Speed of response
  • Availability in case of different time zones
  • Attention to detail
  • Policies pertaining to sensitive information
  • Strong time management skills
  • Willingness to use project management and time management software

Where to hire a virtual assistant?

As already mentioned, asking for recommendations within your network and/or scouring the Internet are two ways to hire a virtual assistant. Faith Call Center offers virtual assistant services in India. With years of experience, an impeccable track record and strong commitment towards client privacy and data security, we can bring in value addition to your business.

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December 13th, 2018

Tips for an effective B2B lead generation strategy

Definition          

The basic aim of any lead generation campaign happens to be the initiation of consumer interest. In case of B2B lead generation, rather than the end consumer, the B2B lead generation strategies are designed to pique the interest of the people in the higher ranks such as CEOs, managers and so on. They are also meant to cater to long-term interests involving longer sales cycles.

Though businesses employ a wide range of B2B lead generation tactics, the goal of each of the B2B marketing strategies happens to be more leads, more sales and more ROI.

The process

B2B lead generation

 

There are several lead generation marketing practices in use currently. Some though old have stood the test of time, but several new practices have been adopted to cater to the changing demographics of the customers as well as to accommodate the increasing digital interaction that has become the norm.

Successful B2B lead generation plan

To help businesses develop a successful B2B lead generation plan and promote themselves effectively, a number of B2B lead generation companies are available who can come up with a host of tried and tested B2B lead generation ideas.

 

B2B lead generation plan

Following are some of the useful strategies as far as B2B lead generation is concerned:

  • Make the communication as personalized as possible as it tugs the right cords and gives you the edge, especially in the cases of email and content marketing.
  • Make the best use of the available consumer data, especially the pages they visit to gauge their intent and play to their liking for a more personalized and effective consumer experience that can do wonders for your business.
  • Post blog content regularly, about 11 or more times in a month, to attract traffic to your website that will by default increase the B2B lead generation too.
  • Keep your website as up-to-date and as interactive as possible. The content, its presentation and the ease of finding the desired information can greatly influence the buying decisions.
  • Live chat functions are quite useful and can positively influence your website visitors.
  • Use the email marketing to your fullest advantage as it generates maximum results for minimum cost.
  • Develop a strong incentivized referral program as word-of-mouth referrals are successful in more ways than one.
  • Make use of live events or their online counterpart, which is a webinar, as they offer a great opportunity for B2B lead generation.
  • Use the social media platforms of Twitter, Facebook, LinkedIn, Instagram, YouTube and Snapchat effectively to your advantage.
  • Create brand awareness by answering queries related to your brand, services and/or products on Quora.
  • A mobile device in every hand only entails that your website is optimized to quickly load on mobile devices as slower mobile sites can really hurt your business prospects.

Take the help of a reputed and experienced B2B lead generation company to ensure higher ROI and boost your bottom and top lines.

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November 17th, 2018

6 Tips for Deploying Market Research Surveys

In such a highly competitive market, it is essential that you know the market trends and understand how your competitors are doing before you launch a new product or extend a particular service. Market research surveys can give you the right information, so that you can make an informed decision. You can either use your marketing team to conduct the survey or outsource data validation services to ensure an unbiased survey is conducted.

Here are a few tips that you need to keep in mind before deploying a market research survey.

 

  1. Define the purpose of the survey

Before you start the survey, you need to clearly define the goals of the survey. Do you want to do a survey to find out what the customers are thinking about your products/services? Do you want to survey the market to identify gaps that you can capitalize on?

 

  1. Define the respondents of your survey

If you need the right answers, then you should ask the right people. Clearly define the demographics so that the questions are addressed to the right group of people. Determining the respondents depends on your products/services end users.

 

  1. Define the questions that you want to ask

There are two types of researches – quantitative and qualitative. Quantitative research helps you get data in numbers or percentages while qualitative research gets you information and feedback. You need to frame the questions based on the type of information you want to collect.

 

  1. Determine the modes to use to reach out to the respondents

The most commonly used modes of market research are emails, telephones, online forms, and face-to-face. The mode of data collection that you decide on depends on the demographics, time limit, and of course, your budget.

 

  1. Determine the process you will use to analyze the survey results

After you have collected all the data, you need to have a scientific method for data analysis. You can use data validation services of an expert or big data tools to analyze the data. This part is very important as it determines the success of your market survey.

 

  1. Determine how you would like to showcase your results

After you have gathered data and analyzed them, you need to use the right modes to showcase the results of your market research. You can publish a white paper or an infographic outlining the research and results. If you are submitting a report to the top management, then use graph and charts to illustrate your findings.

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October 16th, 2018

How to Use White Papers for Lead Generation ?

It is a known fact that B2C marketing techniques are completely different from B2B marketing. From the mode of marketing to the target audience, both need to have different approaches. A recent market research found that nearly 60% of respondents said that white papers are the best way to reach out to the B2B audience. A white paper is not a sales pitch, but an informational post. It is generally aimed at the mid and senior management in a company. If you want to use whitepapers for lead generation, keep the below points in mind:

 

Choose a topic that attracts the reader

 

An important aspect of online lead generation is to write posts that appeal to the reader and attract their attention. The topic should trigger their attention, answer their question, or question them to explore your post to find answers.

 

Write informational, not marketing posts

 

As mentioned earlier, white papers are meant to give much information as possible to the reader. Keep the audience in mind when you create the white paper. You need to back up the content in your post with relevant data, market survey reports, and trends. The white paper needs to be based on the service or product offered by the company and should give relevant information to the decision makers in the purchasing company.

 

Support facts with graphics

 

Market studies show that posts with images are more likely to capture the reader’s interest and attention than posts without graphics and images. So, have as many charts, graphs, and diagrams to explain the context of your white paper. While using whitepapers for lead generation, you need to keep your readers focused and encourage them to visit your websites. Plus, the graphics will help the reader easily understand the information you present in your white paper.

 

Promote your whitepaper

 

Whitepapers for lead generation is effective only when you promote your content across various channels. You can create blogs based on your white paper and share them across different engines. The social media is a great platform to reach out to a wide audience. If you have email subscribers, you can share your whitepaper with all your subscribers. Effectively promote white papers and generate more leads.

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October 16th, 2018

What Makes a Great Multilingual Call Center?

Though English call centers are the dominant force in the sector, companies with global presence are offering the facility of native language support to their customers in order to strengthen and expand the satisfaction level of their customers. Consequently there is a continuous rise in the number of multilingual call centers in the market. Call centers have also significantly evolved in the services they deliver that is no longer restricted to voice support over the phone. Rather the services include email and web chat communications and social media interactions as well.

Following are some of the capabilities you must look for when you decide to hire the services of a third party to handle your customer support service:

  • A good email management system with following features:
    • Automation solutions for classifying and sorting emails based on the content
    • Routing, tracking and prioritizing an email based on the content and the customer id
    • Automatic acknowledgement of receipt of a customer email with a ticket number for easy tracking
    • A recommendation agent that suggests answers to the questions raised in the email
  • A real-time web chat with the following capabilities:
    • Compiling the transcript of a customer chat interaction for later use whenever required
    • A chat bot functionality to welcome and productively engage the customer while waiting for the customer representative
    • Sending URLs, text and multimedia files and pushing a webpage to the window on the customer’s screen when required such as providing links to self help instructions
  • Good social media engagement, in case you desire and that varies depends on the social media platform you choose to engage with your customers

 

Multilingual call centers in India is a great choice if you are planning to outsource the support to third party vendors for the following reasons:

  • Skilled call center agents with adequate training
  • Time zone advantage that allows 24×7 customer support
  • Technical and infrastructural capabilities
  • Cost-effective services
  • Years of experience

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September 10th, 2018