Retail Call Center Services
Are you taking advantage of the benefits of a retail call center?
Your availability and customer service can be the difference between a customer choosing your company versus a competitor. As the world becomes increasingly smaller, companies who can offer around-the-clock service have a distinct advantage against those who are not.
Of course, that doesn’t mean you need to personally sit by the phone 24 hours a day, and you don’t need to hire a team of in-house customer service agents to do so either. RFC Staffing offers a better way, with our direct response call center. Request a quote today!
24-Hour Answering Service
RFC Staffing 24/7 answering service allows you to take advantage of every sales opportunity day or night. You can’t afford to only be available during normal hours of operation. We provide top-quality customer service and sales agents to ensure your customers talk with a person, not a recording no matter what time of day or night they call.
Outsource Customer Service Call Center
Many customers and clients will refuse to do business with a company again after just one bad customer service experience. Second chances are hard to come by, but with our qualified outsourced customer service call center representatives, you won’t need one.
We’ll work with you to make sure our agents properly represent your products and brand in each and every call. Your customers will likely not realize they aren’t talking to an in-house employee. Each of our agents is trained to build long-lasting business-to-client relationships that will provide you with a loyal customer base.
Our representatives specialize in both customer retention and acquisition. We’ll work together with you to develop strategies to acquire your ideal customer. Our agents will become experts on your products and services so they are able to cater to your client’s unique wants and needs.
Through our advanced inbound call center technology, we can provide you with daily or weekly reporting services. This will inform our customer acquisition strategies moving forward, so we are able to replicate the most effective tactics using marketing analysis.
Qualified Sales Agents
At RFC Staffing, we hire top-quality representatives who know how to sell to individuals. We train our communications professionals to take full advantage of every sales opportunity through up sales and cross sales.
Our retail and e-commerce customer service agents will identify products and services that complement the customer’s initial purchase. They explain how different products can work together to provide an overall better experience. They communicate the value of the products and services so they don’t come off as too pushy or insistent.
To start generating powerful ROI for your company, request a quote today.
Answering Services & Call Center BPO Services FAQs
Training is held online in live virtual classrooms led by trained instructors. We will work with you to setup training materials and curriculum.
Call Center Calls- Every business is different. Certain factors like the nature of the project, the complexity level of your business needs, recruitment processes, training processes, agent skill sets, and the resources your business uses will determined the time required for "live deployment".
Real-time Call Summaries - Receive an email and/or SMS message after each call.
Daily Batched Call Summaries - Receive a call summaries CSV by email daily.
Native Application - Have our agents enter caller info directly into your CRM, eCommerce, scheduling or ticketing system.
Call Center Calls - We offer service agreements of 3 months, 6 months & 12 months for ongoing projects. We also offer seasonal service agreements for companies who experience business surges during specific times of the year (ex. spring and summer hotel bookings, tax season).
If your business has short term needs for events like fundraisers, charities or natural disaster impacts, let us know. We can work with you to find a solutions that fits!
Call Center Calls - Based on service agreement.
All of our agents work from home. Here is why...
1. Higher Agent Productivity
Many businesses don’t have the space to create separate areas for inbound customer support and outbound sales. At-home working completely eradicates problematic noise level issues and allows agents to work uninterrupted.
2. Improved Customer Service
Most people would agree that they can perform better in a more focused environment where concentrating on the task at hand is easier. Without interruptions from other staff members, our agent’s only priority becomes the customer. Customers appreciate this as well as they have the full attention of the agent and are not asked to constantly repeat themselves.
3. Wider Talent Pool
A busy contact or call center environment is not to everyone's cup of tea. In fact it could be a major deterrent for agent recruitment. Instead of a one-size-fits-all approach, we provide a flexible option for mixing onsite and remote workers seamlessly. And at-home working is an attractive choice for skilled staff who don't enjoy the busy contact center environment.
Remote work is also a great fit for people who have the perfect skills for the role but have family or other commitments. Home workers have the flexibility to do the school run or go to their appointments but can still log in and commit to their agreed hours. This creates a win/win situation by adding certain agents at certain times of day where you know you're likely to have peaks.
4. Increased Flexibility
Using home workers can help you to scale up and down in line with the needs of the business. Depending on the type of business you operate, you may have seasonal fluctuations and changing call patterns. With remote working, we have the flexibility to schedule our staff as needed making it far easier to manage seasonal peaks.
Cloud hosted contact center software lets us simply add additional agents on the fly so that they’re up and running in an instant.
5. Cost Savings
Equipment and office space isn’t cheap. Huge cost savings can be made by employing home workers. With a physical office, you need to be ready for the maximum number of agents that you'll ever need -- even if it's only a few days a year that you actually need that many. By utilizing some additional home workers you can help keep expenses related to space and infrastructure to a minimum.
And for a growing business, employing at-home workers allows you to expand without physically relocating.
6. Skill Retention, Staff Loyalty and Reduced Agent Turnover
Sometimes employees have an off-day where the last thing they want to do is face 50+ of their colleagues. We’ve all been there. And what about the occasional snow day? With remote work, employees can still be productive without requiring time off for unexpected issues.
Have you ever heard someone talk about how much they enjoy the drive to and from the office? At-home work alleviates the burden of commuting to the office, making for a happier employee. And happier staff leads to greater commitment and more motivation.
With the average age of a contact center employee being in the mid 20's, some of your more mature employees may have the best skills but don’t necessarily want to spend their day alongside staff members the same age as their children. Rather than leaving the business they may want to opt for home working.
Bottom line: Increased Employee Engagement = Increased Employee Retention AND Increased Customer Satisfaction ratings.
7. Visibility of Activity and Ownership
Home working, and the lack of insight into the employee’s activities, used to make managers nervous. But today’s cloud contact center system provides just as much insight and visibility into agent activity as if they were in the office. Any abnormal activity will be automatically detected and flagged and you can see at a glance what all of your agents are doing, wherever they are.
You'll also often find that agents working from home have an increased sense of ownership.
With a cloud contact center like RFC Staffing & Virtual Solutions, you can very quickly start to tap into these benefits. Forward thinking companies have been doing this for years and it's a trend that continues to grow. Reach out to one of our experts to talk about how we can help your business achieve its goals through our cloud contact center adoption.
It's easy to get your calls to RFC Staffing VS. We provide a new phone number with all our plans. You can either advertise this number directly, or if you already have a number that you want to use, you can forward it to your RFC Staffing VS number one of three ways:
- Forward your calls to RFC Staffing VS all the time.
- Forward your calls to RFC Staffing VS as needed.
- Forward your calls on a ring-no-answer basis (calls will automatically rollover to RFC Staffing VS if you don't answer after 3 rings).