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Where Do Call Center Services Fit In Web Development Solutions?

call center service

A common misconception about call center agents and their services is that they only do one thing, and that is to pick up phones and recite a script to the caller. But in reality, they play a much bigger role than that. In fact, they play an important role in web development. But you might be thinking, web development is exclusive only to programmers. Web programming is a web programmer’s job. Web development, on the other hand, has more participants involved, and that includes call center agents. Now you might be asking, what is a call center agent’s role in web development? In order to answer that, we need to know what are the services that call center agents provide and how they fit in web development solutions.

  1. Virtual Office – Let’s say your business has gotten hugely popular and a lot of new customers are pouring in, but you are too busy to cater to all of your customers and need an extra set of hands. The dilemma here is that you would have to hire new employees and provide office supplies and a space where they can work. Doing this means that you would need to spend a lot of money. With outsourcing, you wouldn’t have to worry about hiring new employees and spending lots of money on office space and supplies. Call center agents can help you manage business transactions virtually which costs less.
  2. Customer Service – This is the role of a call center agent you might be familiar with. This is where call center agents do the ‘pick up phones and answer customer call’ thing. They provide web support to clients through calls, offering them solutions to issues that they may be having with your website or online services.
  3. Technical Support Service – Much like customer service, call center agents who work as technical support provide web solutions to customers but through non-voice channels such as chat or email. Issues and problems given by customers are then recorded by tech support for web development solutions in the future.
  4. Business to Business (B2B) Telemarketing – call center services also include telemarketing. This is where business to business telemarketing professionals represent you in front of your clients. They learn as much as they can about your business in order for them to present it to potential partners and clients.

Now you might be asking “what do these call center services have to do with web development solutions?” In order to come up with web solutions, the first things to know are the feedbacks or the problems that need to be fixed. Call center services such as the customer service, technical support service, and business to business telemarketing gather feedback, comments, suggestions, and issues regarding the business, the site, and its interaction with the clients. And with that, you may now be asking “where can I get these services?” The answer is Silver Connect Web Design, we offer superior products in terms of web development and call center services at a  lower cost. Know how to enhance your website’s popularity now! Give us a call at (713)474-1695 and (713)623-1082 during weekdays, and (443)451-1888 on weekends. Let us help you grow and manage your business the smart way.


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3 Ways to Tweak Your Ecommerce Website

Securing the most appropriate ecommerce solution in Oakland City, OK is not the dead end if you are running an ecommerce store in the city. In fact, professionals have mentioned that whether you are a startup store business, or an already established one, delighting the customers and prospects should be your utmost priority. Apart from providing good products and services, customer service is one thing that you cannot afford missing out. In addition, to achieve the provision of the best and delightful experience for your customers, your web store should also provide outstanding user experience in general.

In order to achieve this, here are some quick points to keep in mind:

  • Think of digital marketing as a brawl arena where fighters never stop fighting
  • The planning, designing and launching processes are not one-time events
  • There is always room for learning when it comes to online business management

In detail, if you are eyeing to boost your ecommerce’s site conversion rate, provided below are some tricks you can do: Continue reading “3 Ways to Tweak Your Ecommerce Website”

Brand Development in Philadelphia: Why Responsive Web Design is Important?

Late last year (2013), approximately 17 percent of web usage across the globe directly comes from mobile devices, and, apparently, this number invariably grows. Gone are the days of focusing all your Philadelphia brand development efforts into having a “One Size Fits All” approach, because here is no single approach that does it all. In order to successfully establish a digital presence, every business website should think of several strategies. That being said, one should highly regard having a responsive design.

To make the most of your digital marketing campaign and presence, you have to look at every possible variance in screen size that your target audience is currently utilizing to browse the Internet. Thus, having a responsive design is one of the easiest yet most effective means to cater the needs of your different users. Responsive design is the contemporary approach where the design and its development respond to the behavior and environment of users based on screen resolution and device with the use of flexible layouts and grids.

So, aside from having streamlined marketing processes and solid call center services in Philadelphia, Pennsylvania for customer support, how important having a responsive design really is?

Search Engines Love Responsive Websites

Google and other major search engines favor responsive sites when providing search results. Why? This is because responsive websites provide the same content on any device and the appearance still stay the same and seamless. Content is important for search engines because it is one of the key factors for ranking. So, if your website has different content for every device, then search engines would also have trouble determining its deserved rank for specific queries.

Lower Bounce Rate

Just imagine a scenario where your prospective customer visits your website through a smartphone or tablet, then he/she just realized that all your web elements are all over the place. Of course, the visitor would instantly leave the site. The number of visitors who enter the site, and then leave after viewing the landing page or a couple of web pages are the metric called “bounce rate.” Needless to say, unresponsive websites promote high bounce rate not only because of different content, but also because of other elements that are not displayed and arranged accordingly when viewed on other devices.

Higher Conversion Rate

If all your web elements, such as call-to-actions, are properly formatted, then your website is likely to guide visitors in every purchasing stage. Hence, having a responsive design could help you turn normal visitors into actual customers and, eventually, to more sales sales.

The Next Step

If your website does not have a responsive design yet, better hire an expert firm that provides professional yet affordable website design in Philadelphia, PA today! You certainly would not want your online business to stay behind others, right?

Developing Outstanding Customer Service Skills in the Call Center Industry

“Good morning ma’am. How may I help you?” and “Thank you sir. Enjoy the rest of your day.” are everyday call center spiels. These offer basic service statements to all types of customers. However, delivering these phrases alone does not guarantee excellent service. There are other important factors to bear in mind in delivering world class call center services.

The most basic reason why customers call is they want to be educated about your products and services. Be knowledgeable with what you offer. Having a deep knowledge of how your products and services work keeps customers informed and assured that they want to create a business relationship with you.

Having clear communication skills is a vital factor in customer service especially in the call center industry. Do not mumble, stutter, and use vocal fillers. Make them feel important and appreciated. Think of strategies to generate positive feelings about engaging business with you. Customers are sensitive and know whether you are sincere or not with your statements. Thank them every time especially when ending the call.

Learn to identify with their needs. Communicate regularly and ask questions so you are aware of their problems and needs.  Always look for ways to help your customers. When something goes wrong, learn how to apologize. Deal with their problems as soon as possible and let them know what you have done. Give more than expected. Since call center companies’ core mission is to keep customers happy and satisfied, develop methods to elevate you and your work above the competition.

Manage your time in handling calls. Most customers are in a hurry and they want immediate answers to their questions. Be professional at all times. Do not flirt with customers as this can cause serious consequences to you, the client, and the company. If you do not know the solution to the customers’ concerns, the best kind of support is to escalate it to the most knowledgeable call center agent or a supervisor.

Customer service is an ongoing learning process. This article is best ended by this quote “Those who do not seek to improve in what they do, whether it is building products, marketing business, or helping customers, will get left behind by people willing to invest in their skills.”