How Brands can use Sampling Techniques like Direct Response and Missed Call Service

Very often we see an ad in the newspaper that gives us an email address or website to visit and we just move over to the next page. Taking consumers from offline to online is very difficult. No wonder print and TV ads are used more for brand building and less for driving website traffic – for that there are google, facebook and more cost-effective ways to reach consumers using digital medium So how does a marketer get consumers to see a print or TV ad and then work a way for the consumer to finally reach the brand website? And how does a marketer make it easy for the print ad viewer to reach the company in a cost effective and manageable way? Using Direct Response Call to Action like a Missed Call Service is one such cost effective and manageable method. And why do we call it ‘Manageable’? Because you don’t need a room full of call centre executives to take in campaign responses that may be at a peak for 2-3 hours maximum. For one, it will be expensive. Then there is the training cost to train so many executives on a campaign. And lastly there is a capacity issue. No matter how well you plan for direct response, chances are that you may have a large number of abandoned calls or customers who have to wait for a long time. And a Missed Call Campaign overcomes all these issues. So, how does it work? A brand engages Kankei to create a Missed Call based Direct Response Campaign. Kankei sets up a help line number that...

Call Center Outsourcing can go beyond answering phone calls

As consumers, when we call the customer service centre of a bank or telecom company, we may not imagine the scene at the call center. For us as consumers, it is a representative of the company picking up the phone and answering our questions. In reality, it is like a factory – with people, processes, technology. Many times working around the clock, 365 days a year. The customer service centre may also be located in another city and if it is an international call center then it could be in India or Philippines or elsewhere As the business environment is evolving, consumers can now reach companies through the internet – website, social media like facebook and twitter, email, voice over internet like skype – call center outsourcing is also evolving Call center outsourcing now goes beyond just handling inbound customer service calls. Brands can outsource other aspects of their customer interaction to service providers like Kankei, a specialist boutique call centre company headquartered in Mumbai, India. Some of the activities and business processes that can be outsourced to a good call center company are: 1. Social Media Response Management including Online Reputation Management 2. Email Response Management 3. Web Chat Handling 4. Customer Order Processing 5. Service Tracking 6. Customer Satisfaction Survey Implementation 7. Marketing Promotions Support 8. Direct Response Management 9. Event Management Support 10. Dealer Help Lines 11. Lead Generation To know more about such services and get advice on how you can better utilize your call center, contact us...

Advantages of Outsourcing Call Center Services

Outsourcing is used by an organization to reduce costs by transferring some portions of work to other companies. Establishing a multichannel in-house call center is expensive as it requires investment in facilities, equipment, technology, human resource etc. So, by outsourcing, costs can be managed in a better way thereby improving ROI. Also, since the call centers are adept in customer care, they offer better customer experience, which builds goodwill for the company. So, if you are concerned in saving your time and improve productive resources, then outsourcing your call center services is the best thing you can do. Read on to discover the reasons why it makes sense to outsource to a call center specialist: Reduced costs – Outsourced call center providers help you to reduce training costs, spread facility, equipment cost across many clients thereby benefitting by paying only for services that is needed on a transactional or per hour basis. So, you can utilize your resources for core business processes and this will help you in increasing your profit. Flexibility & scalability – Outsourced call center can plan for call volume peaks and valleys, schedule staff to work more efficiently which in turn reduce cost per call. Generally, outsourced call centers have the capacity to upgrade quickly for seasonal activity. Specialized industry knowledge – The managers and executives of the outsourced call center are experienced and have valuable insights and are sound in building strategies. Call managers signify your brand – Agents at outsourced call center are trained in many languages, fluent in English and are also trained to handle variety of client processes. So, the customers...

Good Quality Customer Care comes at a Cost

Customer care is now more important than ever before. Competition for limited customers is high. And new entrants are happy to slash prices to get new customers. In the price war scenario, one tool that will help with your customer retention is your customer care, customer service and customer call centre. High quality customer care includes the following components Having the right technology to answer calls based on their importance, the customers needs, the skills of the customer care representative and language Deploying the right human resources who are mature, trained and customer focussed Implementing quality monitoring processes that are thorough and pervasive Creating reporting and analytics systems that allow management to take the right decisions Creating and implementing processes that deal with customer issues, escalation and resolution on a timely basis Trained and consistent management team that does not see customer care as a duty but as a passion All the above come at a cost. And if you cut cost, you will have issues with quality. As a brand owner or business manager, you should have customer service and customer care as a well planned and budgeted function to ensure that this function delivers the quality required to keep customers happy and retained. You can outsource your customer care and customer call centre to established and dedicated organisations like Kankei. To know more about how Kankei can provide you with customer service and customer call centre services please contact...

The Role of Call Centres in Customer Relationship Management (CRM)

CRM is a loosely defined term that encompasses a range of activities relating to customer engagement. Just like we invest time and money managing personal relationships – talking, meeting, gifting, eating out, going out – the same way organisations invest in managing customer relationships. Some organisations may manage customer relationships in a formal process oriented fashion, while some may just do it in an informal way, while others just don’t manage their customer relationships at all. CRM (Customer Relationship Management) manifests itself in different ways. From lavish engagement of customers through gifting and rewards to good quality customer care , several initiatives fall under CRM. One essential part of any CRM strategy or plan is to have a good contact centre. A contact centre can play several roles that are critical to CRM. Whether your customers are consumers or trade partners. The role of the CRM call centre in your plan could be one or more of the following Welcome and onboarding contact Rewards and Loyalty program support Contests and Promotions support Customer transaction and service enquiry management Special event invitations and RSVP Customer retention of customers intending to cease relationship As a brand manager or business head you can use a call centre as an integral part of your CRM program To set up and operate your call centre for CRM you can seek the services of established firms like Kankei. To know more please contact...
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