A New Era of eCommerce and Our Response: Breaking Industry Standards to Bring You Grand Success
Though the COVID-19 pandemic has had a debilitating effect on industries worldwide, there has been a significant increase in demand for eCommerce call center customer service; since many industries are now utilizing the worldwide web (WWW) to sell their products as a result of the pandemic, we see a new era of commercial sales arising — as well as a rapid growth of need for customer care to solve issues with such needs as package tracking, product exchanges and/or returns, troubleshooting, etcetera. Callnovo International as a leading eCommerce call center in client-consumer relations is fully committed to helping businesses and corporations grow and to increase their own profit margins by providing consumers the solutions that they need.
Vince Lupe is Callnovo International’s Marketing Assistant for Callnovo’s office that is located in La Paz, Bolivia; he is proficient in the English and Spanish languages and shares more than 3 years of experience in marketing and in sales, as well over 13 years of experience in a variety of industrial customer service opportunities nationally and internationally. Along with Callnovo’s excellent operation and information technology teams (IT), Vince is dedicated to utilizing his seasoned experience in such a way as to ensure that all of Callnovo’s eCommerce clients (i.e. Amazon Sellers, Shopify Sellers, eBay Sellers, Lazada Sellers, Shopee Sellers, Online Stores, etcetera) have a reputable call center customer service team to trust in when it comes to resolving their consumers’ various pre-sales/post-sales needs; likewise, Vince also dedicates his time to externally reaching prospective eCommerce clients with Callnovo’s services while Callnovo’s operation team hires, trains, monitors, and manages competent customer service representatives (CSRs) who are prepared to effectively and efficiently provide key solutions to each client’s customer base and while the IT team manages the CRM platform which has been a vitally important tool for keeping contact center operations fully functional so that CSRs can quickly and professionally provide superb solutions to consumers through the various channels that customers utilize (phone calls, live chat, e-mail, SMS messaging, and/or social media).
According to the World Health Organization, the first official declaration of COVID-19’s existence (also known as Coronavirus) was released internationally between the months of December 2019 and January 2020. Since that declaration, the way in which providers of products and services and their consumers function has been evolving regardless of the industry. Since providers provided their consumers their products and services through the use of physical offices and/or stores, there generally wasn’t a significant need for commercial distribution channels such as USPS, FedEx, or DHL since consumers had the freedom to go to businesses and/or corporations for their needs. As a result of the pandemic, distribution channels have become a key means of getting products to consumers worldwide; consumers are able to conveniently purchase products and/or services through a variety of communication channels (phone calls, live chat, e-mail, SMS messaging, and/or social media) from the comfort of their own homes and have them shipped rapidly to any location in the world. Consumers likewise now have quick access to customer service through those various communication channels so that they may conveniently receive solutions for their pre-sales/post-sales needs. Considering this ever-increasing necessity for the use of internet services, it has now become clear that eCommerce call centers are vitally important for providers when it comes to handling any and all consumer issues before and after sales; eCommerce call centers can effectively and efficiently provide solutions to package tracking needs, product or service troubleshooting needs, product exchange or return needs, or even product/service information needs before purchases are made. Due to this new boom of eCommerce, Callnovo International is committed to providing eCommerce clients the tools they need to provide consumer solutions in such a way that clients can maintain and/or increase their customer bases to the result that client businesses and corporations grow and increase their profit margins; we are thankful that the evolution of eCommerce has given us the opportunity to revolutionize the way in which call centers handle customer needs, and we are doing our best to provide a customer service experience that not only surpasses client expectations — but that also influences each consumer to promote the products and services that each client provides to others.
Callnovo International is extremely grateful for its eCommerce call center professionals due to their resounding commitment to excellency, their resolve to overcome the many challenges that accompany the growing pains of this ever-evolving need for eCommerce, and their strong determination to adapt to the needs of consumers regardless of the industry — all to the end of providing a superb customer service experience that brings real growth to businesses and corporations. We see a grand need for customer service professionals that make clients’ consumers a top priority; as it is more evident that consumers see the need to make their purchases from the comfort of their homes — more so now because of the pandemic, we are and will be doing our best to meet consumers’ various eCommerce distribution needs. We are very appreciative and proud of our outsourced call center due to the following reasons (not extensive; these reasons are some of the most highlighted):
1. Our pricing is very competitive. One of the reasons why we stand out as a cost-effective solution is because we have always upheld the value in having our CSRs work from home (WFH); a WFH initiative can effectively save costs by reducing a business’ overhead, by cutting office costs — such as electricity, heating, and cooling — and, also by reducing real estate needs — without running the risk of compromising our CSRs’ quality of customer service. Another way in which we stand out as a cost-effective solution is because we always screen and hire independent CSRs without the need for extra dedicated team leaders, Q&A, or managers; we use shared team leaders, Q&A, and managers at no extra cost to the client.
2. We have strategically-placed offices in more than six countries and in more than ten sites throughout the world; our entire staff not only dynamically provides successfully-effective solutions in over 35 languages worldwide — but, our staff overall handles more than 1,000 clients.
3. Regardless of the needs of each client — whether they’re small or medium businesses or large corporations — we use the most state-of-the-art technology which ensures that each one of our CSRs can efficiently and effectively provide the quickest and most consumer-convenient solutions for every and all issues that consumers may have; the benefit of this is that clients do not need to invest in us since we already have the necessary resources to help clients in their various needs. By investing in our clients first, we can ensure that no client has to pay high-cost software license fees giving them the advantage and privilege of freely enjoying all the advance features of modern cloud-based call center technology without any extra cost.
One of the platforms that we use is Customer Relationship Management (CRM) — the most up-to-date standard in client-consumer relations. CRM is the fastest growing and most widely used system available and prides itself in giving each CSR a complete overview of every consumer during the entire life-cycle of their interactions with each CSR; CSRs can collaborate with each other in multiple CSR accounts, as well as collaborate with their clients’ staff as well. Through the CRM system, CSRs can see each consumer’s history, the status of each consumer’s issue, each consumer’s social media activity (if applicable), campaign and lead information (if applicable), and more. The system is so beneficial that it can move businesses forward in shifting them from just being productive to being customer-centered; this not only ensures that consumer needs are met — but, it also ensures that businesses actively grow. Furthermore, one of the best perks that the system provides is the ability to manage issues across the different communication channels without losing track of the issues; being able to connect many functions and those that utilize them on one platform is pricelessly valuable for delivering vitally important experiences in a connected way.
4. As an ISO 9001-certified eCommerce call center, we uphold the highest quality of integrity when it comes to client-consumer based solutions, proving that our clients can confide in us completely. For clients, we offer the security of a perfect collaboration experience with a personal touch to our services by emphasizing excellent results, promoting the highest ethics in our many services, and also by maintaining transparency in our operations and communication — all to the end that our clients can be assured of how extremely important their businesses are to us. On the consumer side of things, we utilize quality control specialists who analyze the CSR-consumer interactions in such a way that they can ensure that very high-level language skills are used and that proper customer care is provided. Quality control specialists conduct at least two checks per week per agent to see how each CSR is doing with their customers; if needed, soft-skill training is provided — as well as recommendations on how CSRs can improve their communication. In addition to this, quality control specialists are assigned to any CSR who experiences difficulties in speaking or understanding a language; this is to ensure that CSRs can improve their language skills.
Since consumers are our upmost priority and since we value the need for industrial growth, we at Callnovo International find it a privilege to be on the front lines of the boom of eCommerce, doing whatever is necessary to help our clients to succeed in providing high quality products and services and a superb customer service experience to consumers worldwide; we foresee the Commerce world as being more internet-reliant — and, we are fully committed to focusing all of our energy into utilizing all the necessary internet-based platforms and communication channels to efficiently reach consumers with the solutions that they need.
Please note: if this article has intrigued you in some way, please visit us at the following link for more info. on how we can help your business or corporation rise above the competition by providing for you the tools that you need to increase profit margins and to also provide for your consumers a more personal customer service experience: https://callnovo.com/outsourced-multilingual-call-center/
