CUSTOMER CALL CENTER SOLUTIONS
AFTER-HOURS CUSTOMER SERVICE
The standard 9 to 5 workday is no longer standard when it comes to global businesses. It takes just a few clicks for a customer to make a purchase in the middle of the night. With the never-ending accessibility of services and products comes the expectation that customer support services will also be available 24/7. Consequently, when customers fail to get the answers to their questions right away, they become frustrated with the company and spend their dollars elsewhere.
But not every company can afford to build and staff its own onsite call center to provide after hours support. The solution is Marketing Strategizers – a call center in Cebu City, Philippines run by veteran business executives with deep backgrounds in IT, law, finance, sales, and marketing. Our team shares valuable insights, industry best practices, and proven strategies necessary to provide top-level after hours service.
Unlike other call centers, where volume of calls is prized over quality of customer care, each highly trained professional working for Marketing Strategizers takes great pride in providing the superior assistance that wins loyal customers and word-of-mouth referrals. You can rest easy at night while our team works hard for you, knowing that each account is supported by our IT Department, Training manager, QA monitors, and one or more team leaders. As our client, you will also have direct access to your own project manager via phone, email, or chat.
24 HOUR CUSTOMER SERVICE IS A NECESSITY FOR MODERN BUSINESSES
Ask any successful entrepreneur what the most important aspects of a company are, and you’re bound to hear “excellent customer service” as an answer. Quality customer service that meets and exceeds expectations must include 24 hour customer service. If customers cannot get through the queue quickly when they want to, they will simply defect to one of your competitors.
Our after hours customer service not only includes available, highly trained professionals, but also the latest technology necessary to deliver superior results. Our telecom infrastructure includes IVR, hybrid VOIP, 50 Mbps internet bandwidth, a customized Vici Dial/OS Dial platform, a full-feature Automatic Call Distributor with skills-based routing, and Microsoft-based servers with firewall security and backup protection.
We believe that customer support goes beyond “getting the job done.” Marketing Strategizers robust quality assurance program is second-to-none. All calls are monitored and recorded by our dedicated Quality Assurance team. We regularly evaluate and review team member performance and host ongoing training sessions to uphold the highest standards of professionalism.
AFTER HOURS CALL ANSWERING SERVICES OFFERED BY MARKETING STRATEGIZERS
Think of us as your customer’s own personal help desk around-the-clock – but without all the overhead expense. You can request your outsourced after hours professionals to undergo training to handle:
Customer order processing for products or services
Customer requests for more information
Product or service upsells
Full technical support services
Billing inquiries or returns processing
Attendee registrations for conferences or events
If you have a need that is not listed here, rest assured we can accommodate any after hours call answering services you have in mind. Our team works closely with your staff to act as an extension of your in-house customer service and provide a seamless transition to 24 hours a day, 7 days a week support.
BILLING INQUIRIES SERVICES
Every savvy business owner knows that excellent customer service is the cornerstone for long-term growth. It’s not uncommon for customers to direct their dollars elsewhere because of frustrating experiences with billing inquiries. Whether it’s a question about canceling a contract, service fees or payment options, consumers want prompt, accurate answers to their billing questions. Does your company have the manpower and resources to provide efficient, 24/7 support without compromising operations?
Professional, after hours billing inquiry support is essential to stay competitive in today’s global marketplace. Increase customer satisfaction rates and engender loyalty by ensuring that credit card and billing account questions are efficiently resolved, any time night or day.
OUTSOURCING BILLING INQUIRY SUPPORT
Take advantage of the talented agents, reasonable costs and scalable customer support provided by Marketing Strategizers. Outsourcing billing inquiries services to our Philippine call center has numerous benefits, all of which have a positive impact on your bottom line.
Benefits of partnering with Marketing Strategizers:
Agents speak fluent English with a neutral accent
Customer service team available around-the-clock, 365 days a year
State-of-the-art IT resources
Multiple platforms and omni-channel support
Knowledgeable after-hours assistance and tech support
More cost-effective than in-house
Scalable services customized to your needs
Frees resources to focus on core competencies
CALL OVERFLOW SERVICES
Is your business missing out on revenue opportunities due to less-than-optimal customer support? Call overflow services might be your best option to avoid disruptions in customer service at a price you can afford. Few experiences in life are more frustrating than sitting on hold with customer support for an extended period of time. Long wait times lead to abandoned calls, lost revenue opportunities, customer dissatisfaction, and bad publicity. No business wants to leave customers with a poor impression of their service, but you may feel stuck between a rock and hard place, knowing that it costs time, money, and personnel to handle higher call volumes.
WHAT IS CALL OVERFLOW?
Operating in the business epicenter of Cebu City, Philippines, Marketing Strategizers' more than 400 college-educated, highly trained, English-speaking call center representatives are qualified and ready to accommodate your call overflow demands. Each business we work with receives a dedicated team of call center agents who work solely for them.
When call volumes are beyond your capacity, your call center partner is here to respond, using the same training, scripting, and expertise your in-house agents possess. You are in full control as to when to initiate the overflow service, whether it’s on a set “peak call” schedule, during nights/weekends/holidays, or using automatic routing if the phone rings more than seven times without answer.
THE BENEFITS OF CALL OVERFLOW SERVICES
Our flexible agents are capable of fielding customer inquiries, managing payment processing, conducting Tier 1 customer support, live chatting, and more. Outsourcing call overflow helps your in-house team focus on quality interactions, rather than rushing through the quantity of incoming calls.
CALL OVERFLOW SERVICES PROVIDED BY A THIRD PARTY MAY BE NECESSARY TO:
Decrease average daily wait times to deliver excellent customer service
Service customers when you’d otherwise be closed – evenings, weekends, or holidays
Avoid long wait times during peak hours and days
Increase answer rates and reduce abandoned calls
Allow longer time for troubleshooting and upselling
Make time for improved customer support via fax and email
HOW OUTSOURCING CALL OVERFLOW HELPS YOU PROVIDE CONSISTENT SERVICE
What if a natural disaster knocks your call center power out or prevents staff members from making it into work? What if your call center is short-handed on a particularly busy day, due to personal staffing issues beyond your control? What if your call center software goes down? Outsourcing call overflow ensures that these concerns are a thing of the past. You’ll never again worry about missing a call due to unanticipated circumstances. We are your cost-effective measure to ensure business continuity. We also allow you the freedom and flexibility to offer your in-house staff desirable schedules with standard business hours, while our overflow centers tackle the evening, weekend, and holiday gaps in service, giving you the power of a 24/7 workforce, 365 days a year.
FREQUENTLY ASKED QUESTIONS ABOUT CALL OVERFLOW
Here are a few questions about our call overflow services:
What are call overflow services?
In a call center, overflow occurs when there are not enough agents to answer all the incoming calls. The unanswered calls may then be transferred to another agent group.
What is the value of outsourcing call overflow?
Outsourcing call overflow is beneficial for business owners because it allows for seamless, consistent customer service, at an affordable rate.
Why are call overflow services important?
Overflow services help business owners capture every incoming business opportunity that comes their way, extend customer service hours, and create more positive experiences with customers who expect short wait times.
How does outsourced call overflow save money?
Finding the time and money to add more agents is one of the chief obstacles to call overflow support. When you work with Marketing Strategizers, you won’t have to pay for additional hiring, training, workforce maintenance, infrastructure, call center software, servers, telephones, and overhead. Skilled labor is accessible to you only when you need it.
WHY CHOOSE US FOR YOUR CALL CENTER OVERFLOW?
Marketing Strategizers Call Center was founded by a group of experienced business executives with combined backgrounds in information technology, law, finance, sales and marketing. We provide small and mid-sized businesses with top caliber call center agents who are fully trained to meet your standards of excellence. We have served a variety of sectors, including: healthcare, retail, wholesale, manufacturing, travel, hospitality, non-profit, education, insurance, financial, and online sales. For more information on call overflow services, contact Marketing Strategizers to discuss your needs.
LIVE CHAT SERVICES
Are you looking for new ways to provide personalized, timely support to your customers? If you’re not using Live Chat yet, rest assured your competitors are! Marketing Strategizers understands that adding Live Chat to your in-house operations can be a daunting prospect, which is why we offer software integration help and a group of fully-trained workers who can support your growing business needs.
WHAT IS LIVE CHAT?
Businesses do their best to provide clear, concise information to consumers with web content, FAQs, Help pages, and emails. However, many consumers just want immediate answers to their most pressing questions, without having to sift through a lot of text. A business can initiate Live Chat with a pop-up on its website that asks users: “How May We Help You Today?” Or users can click the Live Chat window to connect with a customer service representative right away as they listen to music, watch TV, or surf the web — without holding a phone to their ear or being bombarded by waiting music, on hold. Live Chat is a unique way of providing quality support that many consumers love!
THE BENEFITS OF LIVE CHAT SERVICES
A recent study found that customers who use Live Chat are three times more likely to buy, since this method of contact provides direct and personal interaction with customers.
THEY ALSO REPORTED THAT BUSINESSES WHO ADOPTED AN INTERACTIVE LIVE CHAT STRATEGY SAW:
305% Return On Investment for sales chat, with a payback period of six months (when using paid chat services)
120% Return On Investment for customer service chat, with a payback period of six months
59% call deflection rate from the main customer call centers
Offering this real-time convenience to your customers will improve their confidence in your support, which translates to better customer loyalty. Our clients find that Live Chat effectively increases the average order value of customer purchases when agents offer personalized shopping advice and insights. You can then use the new analytics data coming in through the Chat App to identify emerging trends in customer pain points to improve your products, service, and sales scripts.
LIVE CHAT IS AN EXCELLENT FEATURE, NO MATTER WHERE CUSTOMERS ARE IN THE SALES CYCLE. RESEARCHERS FOUND LIVE CHAT:
Increased marketing awareness by 29%
Increased the identification of promising sales leads by 39%
Improved early-stage direct engagement by 32%
Improved mid-stage engagement by 24%
Boosted closings by 18%
Improved post-sales education by 39%
HOW OUTSOURCING LIVE CHAT HELPS YOU PROVIDE CUSTOMIZED SUPPORT
Once it becomes clear your business could really use Live Chat, you’ll need to overcome cost and training hurdles. That’s where Marketing Strategizers can help as an economical and efficient way to provide personalized support, without hassle. As your partner, we provide you with dedicated, fully trained staff and oversee the daily management of operations, freeing you to focus on the tone of engagement and growing your revenue.
Our Live Chat operators are on the frontline, with their eyes on your website 24 hours a day, 7 days a week. They will immediately identify technical issues with your website when they occur, and alert you to any problems before you start losing money! Our experienced Chat operators make each individual feel truly cared for and valued.
FREQUENTLY ASKED QUESTIONS ABOUT LIVE CHAT
Here are a few questions about our call overflow services:
What is live chat customer service?
Live Chat first launched in 2002 to connect customers with help desk support staff in real-time, through an instant messaging app. Today, more than 19,000 customers in more than 118 countries use Live Chat.
Why is live chat important?
Offering Live Chat to your customers lets users with small questions instantly connect with someone for answers, while leaving other forms of customer service like email and phone for larger problems. This accessibility greatly reduces call times and staffing expenses. Today’s customers have come to expect the instant gratification Live Chat provides, as you demonstrate you’re a forward-thinking enterprise that is available to consumers wherever, however, and whenever they wish to connect.
What is the value of outsourcing live chat?
Outsourcing to college-educated, English-speaking call center representatives in the Philippines is one of the most common ways to make Live Chat capabilities affordable for your business. Rather than paying salaried or hourly employees to staff the inquiries coming through the Live Chat app, you can tap an eager pool of workers in Cebu City, where the cost of living is much cheaper. You can have workers on call during your normal off-hours, on weekends, or on major holidays if you wish.
Founded by successful business executives in the US, UK, and Australia, Marketing Strategizers offers small and medium-sized businesses the value of unparalleled customer service for a fraction of the price. We take care of our clients by offering flexible contracts and transparent pricing. Contact us for a quote to see just how affordable it can be to add Live Chat to your customer service repertoire.
Organizing and producing a conference, tradeshow or large-scale event is a huge undertaking. Whether geared toward marketing, information sharing, fundraising or professional development, event registration can be especially challenging for corporations and organizations whose staff and budget are already over-extended. Fortunately, there are ways to handle this time-intensive task in a cost-effective manner — by outsourcing your event registration to Marketing Strategizers.
Marketing Strategizers event registration services free up valuable resources and staff while ensuring a quality customer service experience for event attendees and vendors. Streamline operations by centralizing all of your event registration needs through one experienced company that prides itself on providing flexible, customized solutions.
THE BENEFITS OF EVENT REGISTRATION
Given today’s fast-paced and competitive environment, there are many benefits to outsourcing event registration with an efficient third-party provider.
DEPENDING ON THE BUSINESS’S MODEL AND GOALS, IT CAN INCLUDE:
Improve quality and overall experience for event sponsors, exhibitors and attendees by allowing internal staff to concentrate on content rather than logistics
Ensure a faster and better registration experience for attendees
Provide an increased level of customer service and support
Handle event registration communications accurately with state-of-the-art software and technology
HOW EVENT REGISTRATION STREAMLINES YOUR EVENT ORGANIZATION
Does your organization have the internal resources to handle your event registration and management needs? Marketing Strategizers event registration services allow you to organize important tradeshows and conferences with ease. Our highly trained agents provide superior service for events of all sizes and across a broad range of industries, from insurance and finance to hospitality and transportation.
Our skilled team can manage every aspect of planning a conference or show, including venue sourcing, online registration, timely communications and payment processing. In addition, we provide 24/7 access to real-time numbers needed to make crucial decisions with custom event reports. Reap the benefits of significant time and cost savings and make your tradeshow or conference a stand-out success by enlisting the professional services of Marketing Strategizers. Why burden overworked staff with the logistical burdens of event registration, when we can streamline the entire process affordably and with attention to detail.
HANDLE REGISTRATION REQUIREMENTS IN A TIMELY, COST-EFFECTIVE WAY
When it comes to event registration, there is no “one size fits all” approach. Marketing Strategizers designs a strategy in line with your unique requirements and objectives. Our services provide an all-inclusive platform allowing participants to register for an event, coordinate travel arrangements, receive schedule notifications and confirmations, and get prompt answers to any questions.
SOME OF THE KEY ADVANTAGES OFFERED BY OUR PROFESSIONAL EVENT REGISTRATION SERVICES:
Lower event costs
Specialized event registration experience
Customizable for any industry or platform
Real time, transparent reports
Professional support and personal service
Our event registration services are not only cutting edge, but incredibly cost-effective compared to doing it in-house. By outsourcing your registration requirements, previously stretched budgets suddenly have room to make enhancements on core content for your tradeshow, which ultimately delivers a better experience for everyone involved.
To learn more about our innovative event registration services and solutions, we invite you to contact Marketing Strategizers Call Center today!
ORDER PROCESSING SOLUTIONS
Prompt order fulfilment is essential to keeping customers happy and increasing your bottom line. Handling customer queries and processing large volume orders is tremendous work while operating a company, be it ecommerce, brick and mortar or B2B. Untimely or incorrect order processing has a negative ripple effect, leading to unsatisfied customers, a poor reputation and lost sales.
Here at Marketing Strategizers Call Center, we know that efficient order processing is the cornerstone to the success of your enterprise. Our talented staff provide comprehensive order processing services that are customized to fit your needs. Gain a competitive edge and reduce administrative burdens with outsource order processing – a cost-effective solution for strengthening customer relationships and optimizing order fulfillment services.
WHY ORDER PROCESSING IS IMPORTANT
In any business or enterprise, fulfilling a client’s order correctly and without delay is just as vital as acquiring a new customer. When you outsource order processing with Marketing Strategizers, you save time and money. Today’s marketplace demands an increased focus on core business competency rather than back-office processes. Our agents are highly trained in all aspects of taking single and batched orders, wire transfers, telephone payments, fulfillment, mailing and post-sales processing.
FAST AND ACCURATE ORDER PROCESSING AND FULFILLMENT ARE CRITICAL FOR:
Improving the quality of customer service
Retaining existing clients
Attracting new customers
Realizing increased sales
Enhancing customer loyalty and brand awareness
WHY OUTSOURCE ORDER PROCESSING?
Outsourcing your order processing services to a dedicated third party has numerous short and long-term advantages. Marketing Strategizers Call Center is a preferred outsourcing specialist used by companies of all sizes worldwide. Our services are not only affordable, but can adapt to market pressures and changing priorities, helping to give businesses a competitive advantage. Our experienced agents can increase each order potential with up-selling and cross-selling.
BENEFITS OF OUTSOURCING ORDER PROCESSING:
Reduce overhead invested in technology, personnel training and order processing infrastructure
Dedicate vital resources to core marketing strategies and business expansion
Lower operational costs associated with in-house order management
Streamline order fulfillment, ensuring quality service and quick turn-around times
Maximize cash flow through shortened order cycles
Ensure error-free order processing that is compliant with data confidentiality and regulatory requirements
Focus more time on lead generation and sales
Provide exceptional customer support and extend your business hours with 24/7 access to a professional order processing team
WHY MARKETING STRATEGIZERS CALL CENTER IS THE RIGHT PARTNER FOR OUTSOURCING ORDER PROCESSING
The speed at which an organization fulfils an order parlays into better customer satisfaction, lower attrition and greater ROI. If your company is processing orders internally, chances are the overhead costs are hurting your bottom line. Marketing Strategizers Call Center is your one-stop resource for streamlined order processing. We provide superior customer care and order management services at a fraction of the cost. Our skilled agents use cutting-edge software and industry-leading processes to ensure the best customer experience possible, which is central to the health and growth of your business.
Reap the many benefits of outsourcing your order processing with Marketing Strategizers Call Center.
Contact us today for a free quote on our flexible call center services.
CUSTOMER RETENTION SERVICES
In today’s global economy, increasing numbers of businesses are placing more focus and energy on customer retention. Why is customer retention so important to the future success of your company? Research has shown that educating and converting new customers can cost seven times more than retaining your existing clients. Selling your products and services to people who are already engaged with your brand is more cost-effective and efficient than relying on new leads and customer acquisitions.
Building and maintaining a loyal customer base is a challenging task. High quality service and superior customer support are critical to fostering a strong relationship and long-term loyalty.
Marketing Strategizers understands the inherent value of excellent customer care, and can help your business maximize retention through sound strategies. Our customer retention services are designed to nurture and enhance existing client relationships, while saving your business time, resources and money.
THE IMPORTANCE OF CUSTOMER RETENTION
Acquiring new customers is the goal of any start-up, but maintaining and nurturing old ones makes even better business sense. A satisfied customer is one who will return year after year. Research continues to demonstrate that existing customers are worth more than new ones. According to one report from the Gartner Group, a mere 20 percent of existing customers will be responsible for 80 percent of future business revenues.
HERE ARE SOME KEY REASONS WHY CUSTOMER RETENTION SERVICES ARE SO IMPORTANT:
Maintaining existing customers is cheaper than acquisition
Keeping customers longer increases long-term revenue projections
Increasing customer retention by just 5% can boost profits by up to 95%
Loyal customers are more profitable and spend more on orders
Happy customers are your best source for new referrals and new business
BENEFITS OF OUTSOURCING CUSTOMER RETENTION
There are multiple advantages to outsourcing your customer retention campaign to Marketing Strategizers. Our customer retention call center takes a proactive approach to client support, helping to keep their concerns and needs a top priority. We offer both inbound and outbound customer retention platforms, and assist with matters ranging from product support and conflict resolution to soliciting periodic feedback.
OUR COST-EFFECTIVE STRATEGIES CAN BENEFIT YOUR BUSINESS BY:
Minimizing customer attrition rate
Delivering on-point messages via social media, SMS, phone calls or email
Ensuring quick response time and friendly, personalized service
Having in-depth knowledge of your products and services
Strengthening brand awareness
Launching tailored loyalty campaigns and promotional offers
Anticipating future needs of customers
Identifying policy flaws and common complaints
WHY OUTSOURCE RETENTION WITH MARKETING STRATEGIZERS CALL CENTER
Customer retention relies heavily upon building a solid, trusted relationship with clients. Our services are designed to not only improve customer experience through open communication and engagement, but enhance brand image. Whether you’re losing business because of pricing, poor customer support or operational changes, Marketing Strategizers Call Center is poised to help. Gain a competitive edge in the marketplace by outsourcing your customer retention with Marketing Strategizers Call Center. Boasting the latest technology and a user-friendly interface, our customer retention call center streamlines every aspect of client service, from payment processing and on-boarding to loyalty analytics. In addition, we can help grow your business by identifying referral sales opportunities and key strategies that can promote a more satisfied, loyal client base.
Are you ready to increase revenues and decrease churn? Marketing Strategizers customer retention services are an affordable and reliable way to achieve both goals. Learn more about improving client retention by contacting Marketing Strategizers at 1-713-370-1181