An answering service is what every small business needs. Anyone who has ever worked for a small business, or has owned a small business knows that the answering service is a true God send. Every time you are not able to answer the phone, you take the risk of losing business. With an answering service, you don’t worry about missing important calls. Whether its an emergency or just an important client that needs a fire put out, answering services can meet your need.
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There is an epidemic in the United States. An epidemic that is so overlooked, if gone unchecked any longer, could cripple the economic strata of the U.S. An epidemic that could be responsible for the genocide of millions of businesses. Curious what it is? I am referring to the gross mismanagement of e-commerce businesses. Okay, perhaps the phrases “cripple the economic strata” and “genocide of millions of businesses” was stretching a bit too far, however, it is a fact that the bulk of e-commerce businesses are not built on an infrastructure that embodies stability. I am referring to a lack of customer service support in the umbrella of businesses designating themselves “e-commerce” or “virtual businesses”.

It is true that the lure of starting the e-commerce business is powerful. An endeavor as such usually requires little or no capital investment, a credit card processing account, and rudimentary knowledge of HTML coding. These three elements compose the basic formula for starting an e-commerce business. There is a marked difference in the formula for starting a business and the formula for maintaining a business. To expound on the latter, what truly makes a business thrive is proper customer relationship management and immediate telephone / live voice account support. This is the key component that is missing from most on-line or “virtual” businesses.

Take, for instance, the internet based company Netflix. If you are unfamiliar with the company, they are a relatively young e-commerce business specializing in mail order DVD rental. The minds behind the ingenious idea that is the basis of Netflix failed to create telephone support for their product. There is no doubt this decision was a calculated one as they most likely weighed the cost of maintaining an in-house call center vs. integrating purely e-mail based support. Without looking at the numbers side of the argument, imagine the frustrated consumer having problems with their order and having to rely on a 24 hour lagged e-mail response system to rectify their account issues. Based on this plausible conjecture, I believe lack of live operator support will be the ruin of the Netflix organization and the downfall of all e-commerce businesses that follow the same train of thought. What these businesses do not realize is that it is possible and extremely cost effective to outsource your call center needs to an established advanced call center facility. This solution has a two fold benefit. It serves to establish a solid foundation of customer relationship management and opens businesses up to benefit from word of mouth advertising.
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247 Live Chat, email management and Call center service 0.19/min

24-7 & 9-5 Live Chat and Email management Solution for your website No Infrastructure expenses and NO employee to recruit. Outsource your Customer support & order taking service to PLACE Support.

Place Support is a comprehensive voice-chat-email support service provider. We take care of your customers, providing 24-7 and 9-5 customers support; freeing up your time to focus on other parts of your business. Our unique method allows us to bring these services to you at a very affordable price.

We offer: Live Chat Management, Ticket Management, E-Mail Management, Inbound Call Center Service and Order Taking Service
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The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:

<b> 1. Randomly record 2 –3 telephone calls. </b> Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.

<b> 2. Review the calls and note strengths and opportunities.  </b>Before meeting with your employee, listen to the calls and note what they did well and identify 1 –2 opportunities for performance improvement.

<b> 3. Play one tape and let your employee listen. </b>During the playing of the tape, you do not need to respond.
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