Below is a letter we received from an applicant through our Facebook. The applicant has allowed us to share this amazing letter with all of you. Enjoy!!!
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Hello Michael,
I was at Answer Center America for a VERY LARGE group interview on Tuesday and then was called back for a smaller VERY LARGE group interview yesterday (Thursday). Wow! What an experience. Each person was as good as the next and we all have our reasons for why we want and need to work at ACA!
It was a great opportunity and the fact that an actual 'people-answering' service is so much on the rise just goes to show where things are going. That people really do need people - corny, I know. There's such a diversity of ways that we all communicate these days, texting, twittering, web-organizing and more, but there are still some who love actually knowing there is a listening ear paying attention to us on the other side of the phone connection.
I haven't been called back for a position yet, and don't know if I will (even though I'm still hoping!), but it was a really pleasurable experience that left me with a positive feeling ever since.
All the best,
Kate Hickey
Friday, August 28, 2009
Thursday, August 20, 2009
Thursday, August 6, 2009
ACA Opens New Lines of Communication with Web Chat
Web chat drives sales, improves communication and puts customers at ease.
Today’s technology is compelling us toward instantaneous response. We’re a technology driven world and consumers are demanding tools to support the changing times. It’s time to acknowledge these needs. Web chat is the driving force behind the age of virtual help.
Advantages of Web Chat for your business:
• Instantaneous response –Web chat prevents hang ups and makes holding impossible. As soon as a question, concern or order transpires, there’s a qualified agent available to respond. You’re able to interact with customers at the exact moment a problem occurs.
• Increased web traffic – So where do customers go to find a virtual help desk? Straight to your web site. This increases Web traffic and positions your company as a technologically driven organization in the eyes of your viewers. If the answers they need are unavailable on your Web site, there’s an easy transition from being unassisted to assisted, with little wait time.
• Language – Eliminates the miscommunication barrier between languages and pronunciation. Conversations are easily translated, with little discrepancy.
• Online ordering - Web chat is an easy tool to reduce uncertainly and assist with online order taking. Customers who are purchasing items online find web chat to be easily within reach and are more likely to make contact. Live chat puts a personal touch on the online ordering process. Rest assured you are not going to lose an online sale due to purchasing apprehension or questions.
Today’s media has given multi-tasking a new definition. Consumers are influenced by more than one form of media, at any given moment. Television and Internet go hand-in-hand, so make sure your customers have every medium available when it comes time to make their purchase.
Still not sure that Web chat is for you? Contact ACA at 800-270-7030 to see how Web Chat can increase your bottom line. Or visit http://www.goacanow.com/
Today’s technology is compelling us toward instantaneous response. We’re a technology driven world and consumers are demanding tools to support the changing times. It’s time to acknowledge these needs. Web chat is the driving force behind the age of virtual help.
Advantages of Web Chat for your business:
• Instantaneous response –Web chat prevents hang ups and makes holding impossible. As soon as a question, concern or order transpires, there’s a qualified agent available to respond. You’re able to interact with customers at the exact moment a problem occurs.
• Increased web traffic – So where do customers go to find a virtual help desk? Straight to your web site. This increases Web traffic and positions your company as a technologically driven organization in the eyes of your viewers. If the answers they need are unavailable on your Web site, there’s an easy transition from being unassisted to assisted, with little wait time.
• Language – Eliminates the miscommunication barrier between languages and pronunciation. Conversations are easily translated, with little discrepancy.
• Online ordering - Web chat is an easy tool to reduce uncertainly and assist with online order taking. Customers who are purchasing items online find web chat to be easily within reach and are more likely to make contact. Live chat puts a personal touch on the online ordering process. Rest assured you are not going to lose an online sale due to purchasing apprehension or questions.
Today’s media has given multi-tasking a new definition. Consumers are influenced by more than one form of media, at any given moment. Television and Internet go hand-in-hand, so make sure your customers have every medium available when it comes time to make their purchase.
Still not sure that Web chat is for you? Contact ACA at 800-270-7030 to see how Web Chat can increase your bottom line. Or visit http://www.goacanow.com/
Wednesday, July 1, 2009
Thursday, February 26, 2009
Call Center Metrics Can Boost Quality and Save Money
Summary: There are productivity, quality, and customer satisfaction metrics which can be measured to enhance quality and increase a company bottom line. GoACAnow.com offers call center solutions that can manage inbound or outbound business calls professionally.
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Call center metrics are key performance indicators, and they should focus on business goals and call center solutions. If metrics are analyzed and lined up with strategies, they can boost quality and save an organization money. Metrics monitor a call center’s performance by gathering and analyzing information; there are productivity metrics, quality metrics, and customer satisfaction metrics.
Inbound productivity metrics include the number of calls handled, and their timing. Also included are the number of emails handled, and the average time to respond to emails. Inbound productivity metrics comprise the percentage of calls and transactions resolved in the first contact. Outbound productivity metrics include the number of outbound calls and their timing. Productivity metrics for orders and quotes include the number of quotes and proposals, prices of quotes, and dollar amount of items sold. They also identify the number of leads and cross-sell/up-sell opportunities.
Quality metrics involve the accuracy of orders and quotes. They quantify product knowledge, technical knowledge, and communication and problem solving skills. Satisfaction metrics are figured from real time surveys of customers, field sales staff, and partners/distributors.
Analyzing these metrics can show if goals are being met, and if call center solutions are needed. The results will show specific areas that need improvement, and the quality of the call center will improve if new plans are put into practice. Cost analysis including measuring cost per call can save money and increase revenues by implementing improvements where needed.
Answer Center America, Inc. offers high quality call center solutions with their state of the art technology, and professional staffing. GoACAnow.com operates efficiently by analyzing metrics, and can increase a business’ bottom line.
Bio: Grace Enderlein is a freelance writer and editor. “Call Center Metrics Can Boost Quality and Save Money” outlines what metrics measure, and how they can increase quality and save money for call center solutions.
________________________________________________________________________
Call center metrics are key performance indicators, and they should focus on business goals and call center solutions. If metrics are analyzed and lined up with strategies, they can boost quality and save an organization money. Metrics monitor a call center’s performance by gathering and analyzing information; there are productivity metrics, quality metrics, and customer satisfaction metrics.
Inbound productivity metrics include the number of calls handled, and their timing. Also included are the number of emails handled, and the average time to respond to emails. Inbound productivity metrics comprise the percentage of calls and transactions resolved in the first contact. Outbound productivity metrics include the number of outbound calls and their timing. Productivity metrics for orders and quotes include the number of quotes and proposals, prices of quotes, and dollar amount of items sold. They also identify the number of leads and cross-sell/up-sell opportunities.
Quality metrics involve the accuracy of orders and quotes. They quantify product knowledge, technical knowledge, and communication and problem solving skills. Satisfaction metrics are figured from real time surveys of customers, field sales staff, and partners/distributors.
Analyzing these metrics can show if goals are being met, and if call center solutions are needed. The results will show specific areas that need improvement, and the quality of the call center will improve if new plans are put into practice. Cost analysis including measuring cost per call can save money and increase revenues by implementing improvements where needed.
Answer Center America, Inc. offers high quality call center solutions with their state of the art technology, and professional staffing. GoACAnow.com operates efficiently by analyzing metrics, and can increase a business’ bottom line.
Bio: Grace Enderlein is a freelance writer and editor. “Call Center Metrics Can Boost Quality and Save Money” outlines what metrics measure, and how they can increase quality and save money for call center solutions.
Tuesday, February 3, 2009
Thursday, January 22, 2009
Top 10 Call Center "SELF" Questions
Below are my top 10 questions I like to supply businesses with to ask them self before we get to far in the outsourcing process. Take a look and let me know.
Mike’s Top 10 “SELF” Outsourcing Questions
1. What is my primary goal in working with a commercial call center?
2. What is my preliminary time line for rolling out the services I am immediately interested in?
3. How am I currently performing the task I am now looking to outsource?
4. What is the real DOLLAR amount each call is worth to me and my team?
5. What is my preliminary monthly, quarterly, and annual budget for these services?
6. How much percent am I willing to exceed my budget and be comfortable?
7. What services do I want but do not necessarily need at launch?
8. How soon after l launch do I want to add the additional services?
9. What type of reporting will I require to monitor the call centers performance and monitor my success?
10. How interactive do I want my experience to be with my call center provider?
Mike’s Top 10 “SELF” Outsourcing Questions
1. What is my primary goal in working with a commercial call center?
2. What is my preliminary time line for rolling out the services I am immediately interested in?
3. How am I currently performing the task I am now looking to outsource?
4. What is the real DOLLAR amount each call is worth to me and my team?
5. What is my preliminary monthly, quarterly, and annual budget for these services?
6. How much percent am I willing to exceed my budget and be comfortable?
7. What services do I want but do not necessarily need at launch?
8. How soon after l launch do I want to add the additional services?
9. What type of reporting will I require to monitor the call centers performance and monitor my success?
10. How interactive do I want my experience to be with my call center provider?
Thursday, January 8, 2009
Bi-lingual Order Taking- Outsource Your Order Taking Business Processes
In today’s complex commerce environment, bi-lingual order taking business processes are more important than ever. You need to provide your customer with piece of mind when ordering from your business by reassuring them that no matter what time of day or night there is a live person that speaks their language there to help them place their order. The United States Census shows that the U.S. Hispanic population continues to grow nationwide and that studies reveal a continuous increase of Spanish speaking Americans. It has become more important to be able to provide bi-lingual order taking. Spanish speaking customers would rather conduct business in their own language.
When looking to outsource your order taking business processes, be sure to provide bi-lingual order taking services as a priority. Some top of the line features to consider are:
· 24/7/365 Bi-lingual (Spanish/English) Order Taking Support
· Custom built order taking systems for seamless integration with fulfillment houses
· Fully customized online static and demographic reporting
· Digital Recordings of each and every call taken by the agent
· Screen snaps of calls being taken so you can see what we see when a call is taken
· Custom agent incentive program offerings
Outsourcing your bi-lingual order taking for standard 1 product sales and services to catalogs with over 1000 SKU’s requires teamwork and homework. Working closely with your outsourcing team is essential to the success of your business. Every process is customized to your company’s needs. Starting your bi-lingual order taking outsourcing process will take time so that data collection and research can be done. Extensive research on all of your products, services and customer base is done carefully to find the best possible solutions for your bi-lingual order taking process needs. Your customers will rely on factual information about your products or services and appreciate your reputation for quality customer service.
Bi-lingual order taking will be the link to success that you may not have had in the past. Find out more about your customer base and how outsourcing your bi-lingual order taking will help your business grow.
Bio: Linda Dunkelberger is a freelance writer and editor working on a project for goACANow.com or Answer Center America, Inc. “Bi-lingual Order Taking- Outsource Your Order Taking Business Processes” is about what to look for when outsourcing your bi-lingual order taking business process. Order Connect is ACA’s premier 24 hour bi-lingual order taking call center service.
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