Why Understanding You Is Important To CallEEAST
You've made the tricky decision that you need to outsource your work, and you're thinking of using CallEEAST, but how do you know that we really understand your business?
Putting your trust in any contact centre is a leap of faith as you’ll have no doubt heard lines such as “we have never had any complaints”, “out competitors can’t match our service”, “we’ll save you money” etc and had the promise of a dedicated account manager who will personally oversee your business and be there for you if you have any queries. How do you know though that what their call handlers are saying and offering matches up with your business and resonates with your target audience? All contact centres will tell you they understand the market that you’re in and that they can help, but CallEEAST are different because we take the time to REALLY get to understand you, your culture, your business, your customers, your values and everything that sets you apart from your competition.
Obviously, we’ll research your products (and/or services) so we know your clients, but one of the most important parts for us is to get to understand your culture and the “feel” of your business. We can do the things that all sensible contact centres would do which is to check out your website, social media, trust pilot and other online resources but that can only tell us so much. Sure, your core values are X, Y and Z but what do these really mean to you as a company? Words on a page (like this Blog) can only tell you so much and, as I read in a book recently, “Communication is done on the part of the listener”, something that holds true with written words as well as spoken.
We’ve all received emails that we thought were a little curt, but when we’ve spoken to the sender we find we’ve misinterpreted their intended meaning. The only way for us to truly see these values in action is for us to see your team at work, and that’s exactly what we do. We’ll come to your workplace and sit with the staff to get a feel for your culture and see the values in action. Not just once. As many times as we need to, so that you’re confident that we’re going to reflect your business in the best light. You’ll also need to visit us so that you see our culture and get a feel for us. Working together to build a successful service isn’t about a very good salesman holding a document outlining what you want, it’s about a true partnership where we both understand each other and where open and transparent communication can happen. And we won’t just vanish once you sign on the dotted line – we’ll speak to your regularly and visit across the year to check that we’re still encapsulating the essence of your company.
This isn’t always enough though – we may both think that everything is fine as the KPIs look good, reports say it’s all hunky dory and our internal QA is showing positive interactions, but the only people who can really tell us are your clients and so we ask for feedback (either to us or to you) so that we can see how we’re doing. At the end of the day, these are the only people that matter here – if they’re not happy then it can impact massively on your business, and CallEEAST understand that. Your clients rely on you, and we’re not going to let them (or you) down! We recently took on a new contract who had been using a different contact centre and it was clear to us from seeing the messages that they were receiving from the other contact centre, that there was no concept of what their business did. This was impacting the staff time as they were constantly chasing up information as well as customers who weren’t getting the services and product that they were after. Eventually the company had enough or getting negative feedback about their chosen contact centre, and the rest is history…
We endeavour to make sure that we’re always on top of our understanding of both your business as well as the over arching customer experience via continuous learning programmes in conjunction with in-house training tools. Our CRM supports our outstanding team of call handlers to make sure that they always gather the correct information, while regular 1-1s, concise feedback sessions, ongoing coaching and mentoring and recognising achievements ensure that they are always at the top of their game.
We also offer the opportunity for the team to undertake Customer Service accreditation to help them not only develop within the department, but also to support them in moving their careers forward (if they want to!). QA is a massive part of CallEEAST as we set ourselves VERY high standards – the standards your company shows.
In a marketplace that is saturated with contact centres, CallEEAST need to stand out and we do this by building relationships and understanding you, not through written documents.
