Make a blog


2 days ago

Top Reasons to Outsource Your Call Centre

Whether you have a new company just getting started or you’re thinking about making some changes, outsourcing a call centre can be a big decision. Even if you feel like your current situation isn’t ideal or customer service analytics show poor performance, you may be worried about what will happen when you aren’t in direct control of this department. Here are some valid reasons why outsourcing makes sense.


Reduced Expense


Setting up a new call centre is a major investment of time and money, neither of which is readily available to most new companies starting out. Even a call centre that is already set up uses a lot of resources. When you outsource, you pay only for the necessary services as they are used. Because the call centre has multiple clients, you aren’t the only one paying for the services.




Because most call centres experience peak times and slow times for calls, you aren’t paying agents to do nothing. They manage multiple clients, which means they are working for someone else when your company doesn’t need them, so you don’t have to pay for idle time. When the season gets busy, they can ramp up staff to deal with increased volume quickly.

Specialized Knowledge


Call centre agents often have specialized knowledge for specific industries. For instance, one call centre may specialize in health care while another one handles retail customers. This ensures your clients or customers receive the best help from people who are qualified to answer those questions or handle concerns.


Expert Management


Call centres follow the advice of “do one thing and do it well.” They are experts in customer service, which translates into better management for call centre agents. They can train their staff to ensure the highest quality performance. The result is fewer complaints from customers and more customer loyalty. While some companies worry that customers won’t like dealing with an outside company, the truth is that very few will know that this is the case with a top call centre agency.


Data Collection


Many call centres have access to big data to analyze performance and other aspects of customer service. This information can be valuable for companies that want to improve customer service or other areas of the organization. It’s possible to utilize advanced technology for this information that the company couldn’t afford to access on its own.


Quality Control


The focus for call centres is on providing the best service for their clients. They have the processes in place and the programs to monitor every call for efficiency and results. Information is reviewed and processes may be tweaked until the results are what you want them to be.


Many companies worry that call centre agencies won’t have the level of dedication to the customer that they do. In reality, their dedication is to the company, which means they work to provide the best customer service possible. In fact, many companies say these call centres do a better job of handling customer issues than the business did, which increased the level of customer satisfaction and loyalty towards the business.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more.  They service the North American market.

4 days ago

How to Ramp Up Customer Service for the Holidays

As the calendar counts down the days until the end of the year, businesses start thinking about what that means for the holiday season. Retail stores take advantage of holiday sales with the goal of reducing inventory. Other businesses focus on how the weather will bring new issues, such as in medical care. Whether you have a few sales associates, a dedicated call centre or a dispatcher, you need to think about how your customer service needs change for the season.


Train Early


For many companies, they must hire on temporary staff to get through the holidays or the winter months. It’s important to plan early and hire even before the need arises. This gives you more time to train them to deal with the busy time. Focus extra on helping them learn how to deal with upset customers or frustrated clients because the time of year may bring out the negative side to people.


Look at Your Processes


Whether you are a medical clinic that will see an increase in sick people or a retail store that will see more shoppers, look at your processes to find ways of speeding up the process. No one likes waiting in long lines to see a doctor or to make a purchase. While not every issue can be overcome, try to look for ways to improve in areas where it is possible.


Equip Your Staff


Consider giving your seasoned staff more authority during this season. If someone has been with the company for some time and knows the business, trust them to make more decisions without searching for manager’s approval. This step will help eliminate wait times and allow your staff to be more efficient. It also makes them feel good and have a positive attitude towards helping customers or clients.


Don’t Forget Marketing


It’s easy to focus on managing current business in the busy season and let your marketing efforts slack off. You’ll pay for this later on when you don’t have as much business. Take time to include marketing in your schedule. If you must slow down, cut back on marketing, but don’t cut it out completely.


Consider a New Model


If what you’ve been doing in the past hasn’t worked, you may want to consider changing your procedures for this year. For instance, you may want to outsource your customer service to a call centre agency. Outsourcing allows you to focus on core elements of your business without sacrificing your customer service. When you hire an outside agency, they are focused solely on serving your customers

which can bring your reputation up a notch.


No matter what industry you’re in, the company is likely to be affected by the changing seasons and coming holidays. Whether you’re dealing with an increase in business or employee time-off for the holidays, think about how this will impact your business and what you need to do. With careful planning, your business can not only survive this season but thrive.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more.  They service the North American market.

6 days ago

Measuring Call Centre Effectiveness

Call centres are designed to handle a large volume of phone calls and to manage customer service more efficiently. They also come with a higher cost and reduced interaction with customers. To ensure your call centre is doing the best job possible and helping your business grow, you need to be able to establish analytics which measure important aspects.


What is Analytics for a Call Centre?


Analytics for a call centre would determine how effective and efficient the centre is as a whole as well as which agents are the most effective. It could analyze which methods and tools used provide the best results.


Not only do analytics help a business monitor the ability of the call centre to meet the needs of the customer, it assists from a Human Resources perspective. Employers and managers can reward employees based on performance and encourage more positive results.


What Kind of Analytics Should be Used?


You’ll find all kinds of analytics tools available for use in a call centre. If you’re a small business, you won’t have time to monitor everything or review multiple programs. You must choose the best options which tell you what you want to know.


Text analytics – tells managers about the messages received through written documents and social

media as well as text messages. It provides information about messages sent and received.

Speech analytics – a newer measurement, it tells managers if there are areas for improvement such as using a script or other methods to achieve the desired outcome from a call.


Predictive analytics – reviews previous performance to determine future results, such as number of agents needed at specific times to handle call volumes.


Desktop analytics – measures the effectiveness of the systems and ensures they are working properly. It also identifies areas where training may be needed and identifies any unnecessary or redundant tasks.

In practical terms, analytics identify issues that customers complain about. For instance, it may include length of time a customer is on hold or how many times they are transferred in a single phone call. It may identify problems with turnaround times for answers to customer issues. When the information is reviewed, it can help the business owner or manager determine if more staff is needed or more training is necessary. Perhaps procedures need to be updated to ensure everyone is more working more efficiently.


The Results

Once you use analytics to measure how your call centre is doing, you can make changes to improve the results. This often means more time spent with the customer or answering their issues and questions faster and with less wait time.


The end result is better customer service and more satisfied customers who are loyal to your company. If you cannot provide this level of service to your customers, it’s better to outsource it to a call centre agency that can provide the analytics and results you need to keep your business growing and thriving. Measuring performance ensures what you’re doing is correct and being done the right way.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more.  They service the North American market.

4 weeks ago

5 Steps to Improve Relationships with Your Customers

From assisting with a purchase to dealing with a malfunctioning product, your company’s customer service is going to interact with customers on a regular basis. Some of them will be nice and friendly while others will be upset and angry. No matter the situation, you want to use the opportunity to improve the relationship with your customer to ensure their loyalty.


1. Teach Empathy and Patience


Not all customers are easy to deal with for a call centre agent or service representative. Regardless of the customer’s attitude, your agent must maintain an attitude of professionalism. Furthermore, it helps if they are empathetic and patient because it shows in their voice and manner.

Empathy happens when you put yourself in someone else’s shoes. Perhaps the customer is upset because they bought a product that isn’t working correctly. Imagine how you would feel in the same situation. Even if you disagree with the customer, it can help if you understand their point of view and how they feel.


Patience is important when you have to explain the same information multiple times or when the person wants a different answer and you can’t give it to them. When someone is being patient, they won’t raise their voice or act frustrated with the customer.


2. Explain How to Communicate Clearly


One of the biggest problems in customer service for any business is a lack of clear communication. What the service rep is saying may not be what the customer is hearing. In some situations, the agent may assume a customer knows the basics about a product.

It’s important to teach your customer service agents how to think like a customer when they are speaking to them. Make sure they don’t assume a customer knows information or talk in technical terms the average person doesn’t understand. They should explain everything in simple terms and in great detail.


3. Be Willing to Adapt


Not every customer is going to react the same way or have the same level of understanding. Your customer service agent should be able to adapt to various situations. It also helps if you can give them some independence on how to handle issues. If they can find a unique way to resolve the situation that fits in with the company rules and regulations, it can make the customer happy and ensure long-term loyalty.


Part of the ability to adapt is dependent on the amount of training your agents receive. You may need to work through real-life situations in training to help them understand what options are available. Make sure your agents know who to turn to when they are unsure of an answer. When they are more confident in their job, they will be better able to meet the needs of the customer.


You can help your staff improve their relationships with customers by teaching them how to empathize and be patient, how to communicate clearly and how to adapt to the different customers and situations.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more.  They service the North American market.

4 weeks ago

Can Surveys Improve Your Customer Service?

Whether you’ve had complaints about your customer service or you just want to improve what is already good, the first step is to know what your customers want and what they aren’t getting. Even with the advent of technology, one of the most effective ways to gauge a customer’s impression of your business and your customer service department is through surveys.


What a Survey Tells You


A survey should be able to tell you what you’re doing right, what you’re doing wrong and what you could do better. In fact, you should design your questions to do just that. It doesn’t matter whether you have a dedicated call centre, a customer service department or just a receptionist. You want to know how people feel about your company.


When you review the results of your survey, they should expose any weak areas within your company. Perhaps it is the length of time a customer must wait to talk to someone or the number of times they are transferred.


You can use this information to make improvements within your organization that matter. Instead of guessing about what your customers want, you’ll know.


How to Conduct a Survey


You have several options for using a survey. One of the easiest if you have a physical location is to have customers fill out the survey while they are in the store. You can also send a survey home with them or mail it to them. However, the surveys may get forgotten. The best method for many businesses is to utilize technology and have customers fill it out online. You can even send it in a text message, email or through social media.


The key to any survey is keep it short. Select only one purpose for the survey and ask relevant, simple questions that provide the information you need. Give people choices in the answers to keep the information the same.


For instance, you may want to know how customers feel about calling into your company. You should ask three or four questions about their call, such as if the wait time is too long or just fine. You could ask if the customer service representative used their name, and how well they did in resolving the problem on a scale of 1 to 10.


What to Do with Survey Results


Once you get the results back from your survey, you should study the information to see how you can make changes. On the areas where you received low satisfaction scores, you must work on immediately.

But don’t fail to consider those areas that are average. While no one may be complaining, you want to work to improve so your company can stand out from the competition.


Don’t give your customers surveys every time they shop or use your services, but make surveys a regular part of your analytics. Create a survey two or three times a year to keep updated on how effectively your business provides customer service.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more.  They service the North American market.

2 months ago

What Does a Virtual Receptionist Do?



If you are a small business owner, you may have to wear a lot of hats. One area where you will need to hire eventually is a customer service agent or receptionist. You want your customers to talk to a professional when they call in with a problem or question. Large companies may create a call centre, but small businesses only need a single position. Until you can afford a full-time employee on your payroll, a virtual receptionist may be the perfect option.


What is a Virtual Receptionist?


A virtual receptionist is the first voice your customers will hear. The person acts as a traditional receptionist but works from a remote location. Much like outsourced call centres, a virtual receptionist can be from anywhere, but they represent your company to customers and vendors.

This person may work during your company’s business hours or you may choose to have someone available outside of regular hours. They must have access to certain information and be available to

answer phone calls that come in.


What a Virtual Receptionist Does


A virtual receptionist does many of the same tasks as a traditional front office person. They answer phone calls, which is their primary role. In addition, they may schedule appointments or make reminder phone calls. They may do other basic tasks that involve interacting with customers.

Remote receptionists learn the basic information about your organization to service the customer, while leaving more detailed work for you. They can take messages, leaving you free to respond at a time

which suits you.


The Advantage of a Virtual Receptionist


The primary advantage in hiring a virtual receptionist is that you pay less than for a full-time employee. You can select the hours you need a receptionist, and you only pay for the time they work. You aren’t required to pay for benefits, which can reduce your overall cost.


This is often an optimal solution for companies just starting out. They hire help only when it’s needed. For instance, you may be out in the field on Monday, Wednesday and Friday. Those days you can have a virtual front desk person handle phone calls, and you take care of customers on the other days.


Another benefit is you are hiring skilled staff for an entry-level position. Instead of hiring someone with little to no experience, your receptionist is someone who does this type of work on a regular basis. They know how to act professionally and deal with problems while representing your company in a positive light. You have less training and supervision, allowing you to focus on other tasks in your young company.


When hiring a virtual receptionist, you should choose a company with a strong reputation in call centre service. They should be familiar with your industry and be able to make your company look good. Even though they aren’t part of the company, they will be the first voice customers hear when they call in. The real job of the virtual receptionist is to make your company look good and to provide exceptional customer service.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

2 months ago

4 Tips to Improve Customer Service

If you feel your company offers only mediocre customer service or even if it’s acceptable but not outstanding, you can make improvements. Take the level of customer service your company offers up a notch to ensure loyalty and satisfaction from those you serve. Here are four tips to help you.


1. Provide Ongoing Training


Many companies train new employees on how to provide customer service which meets company standards. However, long-term staff may need a refresher or to learn new skills which help them perform better.

Plan to hold seminars, classes or other training at least once a year. Make it mandatory to ensure everyone stays up to date on their skills. You can bring in speakers or use online training to increase interest among staff members.


2. Create a Customer Service Strategy


Take the most common call topics and create a strategy to handle each issue. This helps employees feel more prepared, and they understand how you expect things to be dealt with. At the same time, you don’t want your call centre agents to act like robots. Make sure they understand the importance of treating each caller with personal attention.

As you create your strategy, talk to the call centre representatives. Get their perspective and listen to their ideas. Being on the frontline gives them a unique perspective, which could serve well for your company.


3. Practice Situations with Staff


Make it easier for your employees to understand how to work with customers by creating practice scenarios. Have them act out different situations they find themselves in and enlist other agents to deal with the issue. This teaches call centre agents about listening, responding correctly and dealing with different emotions.

Some agents are more comfortable with certain emotions than others. For instance, someone may feel adept at dealing with an angry customer while one who cries and is upset flusters them. Teach your staff members how to handle the emotions of other people, and they will provide better customer service in all situations.


4. Empower Your Agents


While you have company standards your call centre must follow, you should give them as much independence as possible. Perhaps you can let them make decisions in specific situations. If they feel they have some power to respond to customers, they will be more involved and be able to come up with solutions to problems.

One of the challenges customers face is asking for help and being directed through two or more levels of customer service before getting an answer. If the level one or two agents are authorized to deal with normal problems, the situation can be resolved faster and more effectively for both the customer and the company.


Even if you get good marks for your customer service, you can always take things to the next level by following these four tips. Help your staff stand out in a good way to their customers by incorporating one or more of these tips into your protocol.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

3 months ago

Using Social Media for Customer Service

More and more customers turn to social media when they are purchasing goods or services. They will research the company on social networks, sign up to follow them for good deals, and even communicate by posting questions or comments. Any modern business must learn how to utilize social media effectively to maintain positive customer service.


How Customers Use Social Media


Customers utilize social networks in many ways when it comes to businesses. They will turn to their friends online to ask for recommendations. Once they find a business they like, they’ll follow or like that business to learn more about them. They may sign up to get deals or discounts not available elsewhere.

More customers are turning to social media when they have a complaint or question. They’ll post on the company’s page for everyone to see. Other customers will watch for the company’s response, what they say as well as how fast they respond.


Are Call Centres a Thing of the Past?


Studies show that more customers prefer to use social media over calling a company when they have a question or complaint. They avoid calling because of the long wait or dealing with call centre agents who don’t know the answers or can’t resolve the issue. Some customers think they will get a better response through social media while others just don’t want the hassle that’s often involved with phone calls.


Companies that have a solid reputation for excellent customer service don’t usually have this issue. When they have short or no wait times and solve the customer’s problem quickly, people don’t mind calling them. If people are turning to social media over other methods of customer service, the business owner needs to ask themselves why and fix the issues.


Combining Social Media and Customer Service


Companies that want to excel in customer service must focus first on making the main point of contact effective, which is usually the phone. They must incorporate social media and respond quickly to customer comments. The business will have to learn how to deal with complaints in a positive way since others will be privy to the interactions.


More businesses are discovering the importance of hiring a social media manager to help them gain or maintain a positive presence in social media. At the same time, they must continue to hire and train outstanding call centre agents to ensure customer satisfaction with each interaction.


Customer service isn’t the easiest aspect of owning a business, but it is one of the most important components. The kind of service you provide to your customers how successful you will be. Social media magnifies that result because others are watching how you handle each interaction.


Any business that wants to succeed must learn how to use social media in their company. It isn’t enough to set up a page and add a bunch of status updates in hopes of attracting new customers. You’ll have to focus on current customers who will either enhance or hurt your online image. Learn how to use social media in your customer service, and you won’t regret it.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

3 months ago

5 Rules for Exceptional Customer Service with a Small Business

Whether you’re a new business just starting out or a company trying to improve your ratings with customers, you can never overlook the importance of customer service. If you follow these five rules, you can be confident your business will stand out from the competition.


1. Always Answer Your Phone


Never let your phone ring and go to voicemail. Chances are pretty good that the customer will hang up and call your competition rather than leaving a message. While it can be expensive to hire a receptionist, it’s a worthwhile investment if you’re missing phone calls. For those who can’t afford to hire a full-time person, you can contract with a call centre. Since their job is just to handle calls, you can be assured of professional service.


2. Be Careful of What You Promise


Think through the wording in your ads and in your store if you have a physical location. Train customer service representatives not to make promises unless they have authorization. Nothing upsets a customer faster than being told they can’t get something that was promised to them. If you have a 100 percent money-back guarantee with no questions asked, you should always refund 100 percent of their money and not ask questions. While this sounds like a simple concept, it’s one that is often taken for granted.


3. Be a Good Listener


Learn how to listen to your customers, your vendors and anyone else you do business with. Don’t just hear the words, but make sure you understand what the other person is saying. This often means focusing on the other person instead of what you want to say. It’s also helpful to repeat back to them what you heard, so they know you were listening. Doing this helps avoid misunderstandings and

improves customer satisfaction.


4. Handle Complaints Graciously


When people think of customer service, they often think about dealing with complaints all day long. This is often a major aspect of the job, and agents often develop a don’t-care attitude. The lack of caring is transmitted over the phone, and customers realize they don’t matter to the person on the other end of the line. Instead, deal with all complaints in a gracious way. Have a pleasant attitude regardless of the words and tone of the customer. Professional call centre agents with a good reputation have mastered this skill.


5. Train Your Staff


Many issues arise in customer service because of lack of training. The representatives don’t know what to do in a given situation and have no idea who to turn to. Don’t assume they should know how to handle situations. On the other hand, don’t limit them so much that they can’t respond to each customer interaction in a unique way. If you don’t have time to train someone to deal with customers, find a call centre agency that has a good reputation with customers. The goal is to ensure your customers receive a warm response from people who are skilled at dealing with many types of problems in your industry.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

4 months ago

How Games Enhance Performance for Customer Service Agents

Customer service has often had a history of high turnover. Agents become burnt out, dealing with complaints and unhappy customers day after day. One of the ways companies today deal with this issue to increase employee retention is by incorporating games into the job. These games are motivational, instructional and may offer rewards to the agents based on performance.


Enhances Education


Some of the games inspire agents to work together as a team. One suggestion is to play a game at the end of a training session to review everything that was taught. Participants divide up into two teams and compose a list of questions about the training. Each team takes its turn reading the questions to the other team. If they answer incorrectly, they begin drawing the figure for the game Hangman or they may be given one strike with three strikes ending the game.


The benefit of this game is that it forces people to remember what they learned and improves recall. It also allows agents to work together in a job that is often solitary except for interactions with customers.


Inspires Teamwork


You can follow up this idea of teamwork with a game similar to Battleship. Agents can form teams based on their location in the call centre. Every time they get a sale or resolve a customer issue, they sink an agent on the opposing team.


Games where people work together help prevent the feeling of isolation that often accompanies a call centre job where the person works in a cubicle alone, spending most of their time on the phone. It also encourages agents to help each other out, so everyone feels supported.


Enhances Individual Performance


Some games focus on helping individual agents improve their daily and weekly performance. One idea is to award points based on meeting specific goals for the day or week. At the end of the chosen time period, the person may win an award they keep at their desk until the next round when someone tries to take the award away. Another option is to give them a prize such as a gift card or tickets to a game.


A shorter competition could involve giving a certain number of marbles to each agent. When someone gets a sale or meets another goal, they take a marble away from any other agent. The person with the most marbles at the end of the day wins.


For these or other games to be effective, they must be tied in with performance or some aspect of customer service. They must also be fun and fair. Everyone has to enjoy being involved and be willing to participate or it will defeat the purpose.


If you’re considering adding a motivational game to your call centre or customer service department, present the idea to your team. If it meets with mostly positive feedback, incorporate it on a trial basis. Measure the results to see if customer service improves or if you meet more goals. Games can make a job more fun for employees, which improves their effectiveness and helps your company’s bottom line.


Ashley Meszaros is the Owner/President of We An-Ser Communications  in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more.  They service the North American market.