At Livetone we are interested in providing interesting articles about customer service to help you with ideas on how to improve the overall customer experience. We hope that you find them useful!

- Dealing with Repetitive Incidents

- The Top Twenty Customer Service Websites

- Five Excellent Customer Service Blogs

- Top 3 Tips for Customer service Tips

- Fresh ideas on customer service

Dealing with Repetitive Incidents

When it comes to call centers, one of the biggest drains on time and resources is answering repetitive calls. To allocate financial resources to employees to perform the same tasks and answer the same questions can lead to enormous costs. How significant can these costs be? Consider this fact: 60 – 65% of all customer contacts are repetitive. So, rather than allow this repetition be a drain on a company, the way the calls are handled must be streamlined.

Those who work in customer service or at a call center are familiar with the terms Non-Repetitive Incidents, Time-Sensitive Repetitive Incidents, and Repetitive Incidents. These are the three main categories of phone calls that a customer service center will receive.

Specifically, what are these types of calls?

Non-Repetitive Incidents comprise roughly 25 – 30% of all call situations. These incidents involve one-time situations that are not likely duplicated. A server crash leading to a number of panicked calls would be an example of this. When the server is repaired, calls relating to the crash will stop.

Time-Sensitive Repetitive Incidents are phone calls with repetitive content that occur at varying degrees of volume at call centers throughout the year. These incidents can be caused by a number of factors such as a rollout of a new application or system, an upgrade, a quarterly closing cycle, among other changes at the call center. For example a new software release causes a spike in calls during the first 3 months. In essence, these calls have their peaks and valleys in terms of frequency. The reason there are peaks and valleys is call centers and help desks can devise ways of dealing with these calls. This will reduce the problem for a time, only to discover the calls eventually return. In order to deal with this problem, an effective management response is required. And, yes, an effective response is critical because these repetitive calls can be a drain on a call center that provides 24 hr. phone answering service.

As the name implies, Repetitive Incidents are the occurrence of the same calls on the same topics over and over again. These types of calls comprise roughly 15 – 20% of the calls and are the prime candidates for fully automated or partially automated telephone answering software.

Ultimately, the goal here is to save the call center time. While the old saying “time is money” is somewhat clichéd, it is also an accurate statement. This is because when you are using your time inefficiently, you undermine your ability to maximize profit potential. This is why it is critical for a business to utilize its time efficiently.

Additionally, the customers who place these calls can have their concerned dealt with in a quicker manner since they will not be waiting on hold for an operator to respond. Keep in mind, waiting can be very frustrating and this frustration will carry over into the phone call when it is finally answered. This leads to needless argumentation that can weigh down the call. Yes, telephone answering software has many benefits. Best of all, it can be easily integrated into a basic VOIP system allowing a phone answering service to operate efficiently.

One a side note, a call center could employ partially automated calls. That is, the calls are a mix of repetition and unique questions can be handled by both an automated system and a live operator. This process helps the customer while maintaining efficiency in the call center. This means employees with not be tied up on the phone answering messages that are overly repetitive.

Again, it would be much more prudent for a call center to install an automated system. Interactive Voice Response (IVR) technology is often quite effective in providing the infrastructure to establish a system that can easily handle these calls. However, not all automated systems are the same. Some are quite user friendly and cost-effective while other are more difficult to install and operate. They can also come with high price tags. As such, it is important to not rush into a purchase. Instead, it is a much better plan for call centers and help desks to “shop around” for the right technology. This will ensure that the company neither overpays for a complex system nor purchases a low cost system that does not deliver on the intended needs.

The Top Twenty Customer Service Websites

If you are involved in the customer service, call center, IT/help desk business, you are probably looking for resources that will keep you in the loop. Thankfully, there are many excellent websites out there that can do exactly this. Here is a brief rundown of 20 of the very best ones…..

CallCentreHelper.com – This is not a mere website. It is the UK’s top online call center magazine and it is loaded with great information on various topics such as telephone answering, voice recognition systems, and Interactive Voice Response (IVR). The technology section is a must read for those interested in staying up to date on call center equipment.

CallCenterCafe.com – As the name implies, this is a very expansive resource and it is home much helpful and thorough information. And excellent article on what a leader should NOT do is quite informative.

ContactCenterWorld.com – This site covers many facets of running a business and customer phone answering service information is prominently featured. There is also a Q&A section where all your telephone answering and technical questions can be answered.

Insight.bt.com – This is an all inclusive website providing a vast array of information on entrepreneurial pursuits. This includes many tremendous articles on improving customer service activity.

CustomerServiceZone.com – As the name implies, Customer Service Zone is an all-encompasses website that presents an incredibly thorough resource of customer service tips, advice, and articles. “Customer service” is also broken down into dealing with internal customer service, anger management, and irate customers. Even those looking for information on complex topics such as voice recognition systems will find detailed and helpful material.

CustomerServiceManager.com – Want to know how to keep your customers happy, your employees motivated, and understand solutions to customer service problems? Then visit this site! This is more than a website. It is a comprehensive online magazine that is a “must bookmark” for all customer service professionals.

CustomerThink.com – This is a very comprehensive site that seeks to help businesses achieve all their professional customer contact goals. Tips on how to hire the right professionals, select the right customer contact technological training equipment, and even how to optimize a multi-agent desktop system is provided.

ManagingAutomation.com – This is a fantastic website that is comprised of white pages and webinars that cover every topic under the sun regarding the customer service/help desk processes. There is an excellent subsection that deals with customer service related technology such as VOIP, automated answering services, etc. that is well worth exploring.

7dimensions.com.au – This website is more than a collection of articles. It is a well devised site that offers an online training source for those looking to greatly increase customer service skills. The training is presented via DVD and is the perfect modern tool for expansive customer service training.

CustomerServiceTraining.com – Are you looking for a complete directory of customer service training professionals? This is the perfect website to look at if training is what you need. Various topics on the site include management, personnel operations, telephone answering training (There are sections on online training and “e-training”), and even specialized customer service topic training.

BusinessTrainingWorks.com – Those looking to procure the services of a customer service training specialist should definitely examine this site. Phone answering service professionals need to be up to date on critical industry information. This website has enough information that virtually any 24 hr. phone answering service will find helpful.

Woopidoo.com – Woopidoo is home to articles on all sorts of subjects. The articles devoted to customer service are among the very best they offer. Articles on dealing with difficult customers, tips on customer service for entrepreneurs, and a look at the 21st century definition of customer service are among the best of the articles presented.

HelpDeskGeek.com – With a name like “Help Desk Geek” how could you go wrong? This is a fine site for IT Help Desk employees as it provides solid advice on dealing with all those complex incoming calls. Telephone answering software only helps so much. You need top employees as well. This site helps those employees will perform properly.

HelpDeskCoach.com – This site is a little more proactive than its “geeky” cousin as it offers great information on customer service training and phone answering software for help desks. There are numerous “on-site” courses offered that can aid in improving performance making this an excellent site to visit.

CallCenterMagazine.com – This is an “online journal for call center professionals” that covers a multitude of topics revolving around the profession including virtual phone and virtual receptionist topics. There are sections for managers and employees and the magazine’s new digital website is perfect for those looking for a more multimedia approach.

Call-Center.net – This is an expansive call center learning resource that is home to a great deal of information customer contact representatives who are answering messages and installing telephone answering software will find helpful. Visitors can even download a FREE copy of three customer service reports that examine 250 call centers in order to arrive at tips for customer service improvement.

Hud.ac.uk – The University of Huddersfield offers an online customer care handbook and it is a tremendous online publication.

1to1media.com – This is a solid online hub for telephone answering customer service white pages and webinars. The video displays of the webinars are crystal clear and cover topics such as improving customer sales and dealing with difficult callers.

Search.bnet.com – No matter what you are looking for in call center information you can find it here. This is an excellent directory resource for all manner of customer service information.

Hyken.com – Shep Hyken remains a very talented speaker on the subject of business and customer service. The articles on his website are valuable for those looking for information on customer service. Before you start your virtual office, read some of Shep’s advice!

Five Excellent Customer Service Blogs

At one time, blogging was a very limited part of the internet. In time, the concept of blogging greatly expanded to include thousands upon thousands of blogs. These blogs have combined audiences well into the millions of readers. The subject of blogs has expanded to cover virtually any topic. And, yes, there are many blogs that cover the subject of customer service, telephone answering software, voice recognition systems, call center operations, and information technology. This is a good thing because customer service is an incredibly difficult and expansive profession. Having access to an informative blog can help customer service professionals stay on top of their proverbial game. So, without further adieu, here are five of the top customer service blogs on the internet:

CallCenterBlog.Net – Do you work for or manage a call center dealing with phone answering messages? If so, this is a solid blog that covers many different facets of the profession. One interesting entry covers one of the most important aspects of successful call center operations: motivation. This allows the blog to present a “human” and interesting approach to its subject as opposed to being overly clinical. It can even provide excellent advice on Interactive Voice Response (IVR) programs as well.

ServiceUntitled.com – is a somewhat odd name for a blog but when you look at it a little closer you will discover the esoteric name makes sense. It is unlimited in the sense that it covers many areas of customer service including dealing with angry customers, cultural differences among employees, and many other less discussed topics. VOIP, voice recognition systems, and even topics centering on virtual office concerns are frequently discusses as well.

CallCenterBlogger.com – The name of this blog tells all. If you want to learn about phone answering, client-customer contact, or even getting ahead in the call center/customer service profession this would be a solid blog to explore. Unique topics on such areas as how to tell if your day will be busy or if the economic crisis will harm the customer service industry make for engaging reading.

HelpDeskBlogging.com –Working at a help desk can be a tough job. Certain problems are outside the scope of a virtual phone answering service or a virtual receptionist. They need a live person to talk to. What makes this blog so engaging is that it encourages participation among all readers. This way, the blog becomes a collective environment for all who wish to learn about its very complex subject.

CallCenterBlog.Info –“Info” is not used here flippantly as this is a fantastic blog that covers anything you would want to know about call centers, phone answering software, telephone answering tips, and general customer service. Topics on the blog include what to look for in good call center software, the most crucial factors in proper call center management, and how a virtual call center can provide global solutions. Yes, the topics are varied and well worth reading over and over. So, bookmark these excellent blogs and check them frequently. They are home to a lot of useful information and they are entertaining as well. The world of VOIP and the 24 hr. phone answering service has changed the way customer service operates. That’s why you need to stay on top of the game. These blogs can help you do just that.

Top 3 Tips for Customer Service Today

Most businesses do their best to cater to the needs of customers. The customers are the lifeline of a business and it's important that they stay happy. Great customer service assures that the customer is satisfied. Here are the top 3 tips for customer service today!

Customer Phone Calls -

Whether it's a midnight phone call where a customer needs answers or a call to report a problem with products or services, business owners and managers understand the need to respond to those calls or have a great 24 hour answering service. For a long time, call centers were used to deal with customer concerns or questions and then companies switched to phone answering services that employed menus to better deal with calls.

One of the newest and best technologies in customer phone calls is IVR systems or Interactive Voice Recognition systems. One of the benefits of having voice recognition phone answering services is that customer service reps do not have to answer the same common questions over and over. Much like placing an FAQ page on a website, you can reduce the administrative workload. If an operator gets a phone call where a customer asks a common question, a pre-recorded answer can be played back to them. It's great for nights and weekends as well – customers can easily use a self-service option to find the answers they need or leave a message if they still need help. They will then be called back at a later time.

Listening to Complaints –

Customer complaints can be a beautiful thing. Sure, no one likes getting them but they can provide you with valuable feedback that will help you improve your services, products or customer support. Pay close attention to the complaints you get, especially if you've received the same complaint over and over. Use feedback or comment questionnaires so your customers can let you know what they love or what they aren't too happy about. With the technology IVR offers, complaints and feedbacks can be recorded with a .wav file and then e-mailed to the owner. These complaints and feedbacks can then be reviewed – making managing feedback and further analysis much easier. It's much more than just a 24 hour phone answering service. Then, use this feedback to improve your business. The customers will notice and your business will benefit.

Be Unique and Make it Memorable –

So many businesses do the same things to please their customers. These are the 'tried and true' methods, but sometimes it's better to shake things up. When you do unique things to make your customers happy, you make it memorable for them. If they are pleased, they will be a return customer. One bag-boy at a grocery store started placing hand-written inspirational notes in customers' bags. Within a week, the register he worked at was packed with customers, happily waiting to receive their note for the week. Sure – you can't hand write inspirational notes for your customers but do something unique and make it fresh and memorable.

Whether it's getting the latest technology for your phone answering system or giving your customers something to remember, taking the initiative to make them remember your service will guarantee you more business and return customers.

Fresh Ideas for Customer Service

Savvy business owners and managers are constantly on the lookout for ways to keep spending down and save time by reducing administrative workloads. One of the main issues these companies need to address are the questions or concerns of customers. Many businesses have employed manned 24 hour answering services in order to address these customer needs. However, in order to fill these positions, companies must worry about payroll for telephone operators, equipment, space and more. IVR systems or 'virtual receptionist' software is an amazing way to address customer concerns without spending the extra money to hire overnight customer service reps, extra representatives for busy times, etc.

Many other businesses have relied on answering machines so customers can leave messages during off hours. Again, this is not a very practical solution considering the headway technology has made with phone answering systems. Customer service representatives who return to work in the morning have a stressful time dealing with messages from the night before and this decreases productivity. With a phone answering service which employs interactive voice recognition technology, your customer can immediately get help for his or her common concerns. If the question or concern is unique, they can then leave a message.

These IVR systems are programmed to understand your customer's voice as they speak. Their questions prompt the system to retrieve information from a database of replies and answers. Not only can the customer receive help without ever having to talk to an operator, but they can also leave a message and be called back later. Already, the IVR technology can handle 10 to 20 percent of phone calls. This is a great way to avoid answering the common customer questions over and over again – saving your company time and money.

Although saving company money is a great benefit of these 24 hour telephone answering services, another benefit is keeping your customers satisfied. Customers are so accustomed to getting immediate help that it is frustrating to them to have to leave a message or call back at another time. This can cause your company to lose valuable customers to your competitors who employ phone answering systems which immediately solve customer problems. When you can immediately answer customer questions or solve problems, you have the upper hand!

IVR systems are the present and future of businesses – allowing them to keep customers, save money and more. While they were once seen as expensive and complicated to use, technology has made them one of the easiest systems to implement for your business. Now, companies can easily access hosted services which can be installed in hours without downloading software. Only the browser is needed. This makes it one of the easiest phone answering systems available. When customer service reps do not have to answer repetitive questions or concerns, they are able to handle more important tasks. This increases productivity and that means increased profits for your business. Technology is a powerful tool and IVR systems are amazing tools that sharp business owners and managers can employ to improve their businesses all around