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As of March 2024 we have renamed Apexchat to Blazeo. We are excited to share the next part of our journey with our customers and partners.
The name ApexChat implies that we are primarily a chat company, which is no longer true. Now we have many offerings, such as call center services, AI, Appointment setting, SMS Enablement, Market Automation, and Sales acceleration (Q2 2024), that go beyond chat. The new name will not only allow us to convey the breadth of our offering but will also better convey our company’s mission and values.
Blazeo, which is derived from the word Blaze, evokes a sense of passion, speed, and energy. A “Blaze” is captivating, illuminates, and represents explosive growth. Blazeo encapsulates our mission to ignite such growth for our customers and partners by delivering innovation with passion, speed, and energy.
5 min read
To convert leads consistently, you’ll need to choose the right call center services. The rise of virtual agents means customers now have multiple channels in which to communicate with businesses in real-time. Outsourced call centers have also seen tremendous growth in recent years, helping to increase business efficiency without requiring extra human capital from business owners.
Outsourced call centers are external call centers that provide traditional call center services for your business. This doesn’t necessarily mean offshore – BlazeoVoice offers a U.S.-based call center service. These can include ensuring new customers have consistent first impressions, answering inbound calls, and following up on phone leads and qualified leads. Thanks to advancements in audiovisual technology, remote call centers now exist all over the world, helping people to communicate in multiple languages and across numerous time zones.
Call centers are essential to optimizing customer service, and the right team can generate qualified leads for your team to convert. It can also help business owners save both time and money, reducing the need for office space and full-time staff.
We’ve seen many businesses choose to use outsourced call centers to reduce costs. Others have also embraced this type of customer service to accompany the rise of the remote workplace. Outsourced call centers are most often contracted on a part-time basis, which means they only work when you need them. This type of flexibility can be particularly helpful for seasonal businesses, boosting customer service teams only when required.
The first factor to consider is why you are hiring an outsourced call center. Are you looking for someone to manage customer support for goods and services? Is your call center focused on sales and taking action on qualified leads? Or are they there to help boost brand image and company first impressions? Understanding your goals when contracting a call center can help you make improvements in the right areas.
It’s also important to consider where the call center team is located. If the goal is for them to supplement your existing customer service flow, you may want to have the team located in a different time zone. If your business operates internationally, this will allow you to have a larger global reach.
The first factor to consider is why you are hiring an outsourced call center. Are you looking for someone to manage customer support for goods and services? Is your call center focused on sales and taking action on qualified leads? Or are they there to help boost brand image and company first impressions? Understanding your goals when contracting a call center can help you make improvements in the right areas.
It’s also important to consider where the call center team is located. If the goal is for them to supplement your existing customer service flow, you may want to have the team located in a different time zone. If your business operates internationally, this will allow you to have a larger global reach.
We understand the need for business owners to trust the agents that will be in contact with their customers. The right customer service agent can make or break a relationship and be the deciding factor in capturing a lead. Lack of efficiency can also wind up costing your business more money than you save.
A great way to verify agent quality is to ask for referrals from previous clients. By doing this, you can get a feel for how they work and identify any obvious strengths or weaknesses.
We also recommend doing a quality assurance check by listening to previously recorded calls. You can listen for things such as the tone of voice of the agent and check metrics such as call time and customer satisfaction scores. Understanding how an agent might interact with customers from your business can help you make a decision about whether they will be a good fit.
With BlazeoVoice, all calls are recorded and scored, constant training and feedback is provided, and all agents have certain hours of training as base + industry-specific training, and must maintain 9+ verbal and 9+ Written output scores at all times to remain on the phones.
Response times might vary depending on the nature of the customer or client call. For inbound calls, we strive to answer within 30 seconds. For outbound calls, our target is to call back within two minutes. Make sure to ask for this information with potential call centers so you have a clear understanding of their average response times.
Costs vary depending on where the call center is located and the nature of the contract. Additional features and human agents will also cost more. Other factors that will affect price include how many hours a day your service is available. Most call centers will charge you per minute or hour for their services. It is likely that you will encounter setup costs as well as usage costs based on the services you require.
Outsourcing calls to a center can help your business increase productivity and customer satisfaction. There are many call center services available to businesses, so be sure to know what your needs are as well as your budget. That way, you can get the help you need to grow and sustain your business.
Interested to see if BlazeoVoice is a fit? Schedule a free demo today.
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