Most companies that have chosen to outsource their customer care to call centers around the world base their operations on French or English, 2-3 of the most widely spoken European languages. Other ones, such as in France, Belgium or Switzerland choose instead to call upon exclusively French speakin...
An email has become a means of excellence to conquer or revive a customer quickly and cheaply. But it's not enough for the email to arrive in your target's inbox. You must also make sure that it would be opened and that the content is either convincing. So the real question is how to write a perfe...
Customer knowledge consists on collecting data to better understand them, better identify them, but also better serve them and anticipate their expectations. Consumers are more and more demanding, critical and no longer waiting for us to communicate with them but instead wish to be heard. What inte...
How to exploit 100 % of the customer feedback? The preliminary question that should be asked at the beginning is the following : Should we collect 100 % of Feedback? In fact, interviewing a customer sample allows us to know customer perception in general after extrapolating the results. However, th...
For a very long time the brands have said and declared that the customer is considered as a king. Today with multichannel services we are going much further, according to some experts, the client is an omnipotent God. Obviously with a phone and with a computer the customer can interact with brands a...
What does it take for your business to become globally competitive? If you want to transcend frontiers to become globally competitive or expand your brand‘s reputation reach, you need to have more than just high quality products and services! In order to successfully increase your profits and...
Why outsource? The answer is finally quite simple and has five main points: Positive budgetary impact The management of non-strategic activities to allow the internal to focus on key projects The use of specialists on topics where the company is not expert Outsourcing constraints Bet...
A successful sales agent on the phone is a true master in building relationships. Your interlocutor only knows your voice. The level of relationship always determines the factual level - emotion drives information. Therefore, it is necessary to establish a level of positive relationship with the cus...
A difficult customer is often a customer who does not correspond to us, who does not have the same type of behavior as ourselves. There are more specific types than others. There is the one who takes you a lot of time, the one who always complicates things, the one who calls himself an expert so he ...
An outsourcing decision is the result of a combination of motivations that place the company in a new management situation. On the one hand, it faces risks of opportunism and a situation of dependence vis-à-vis external suppliers or service providers. On the other hand, learning opportunities...
