Order Management

Taking care of a geeky brand

April 23, 2012 By Wendy Shooster Leave a Comment

How “takes one to know one” works for a unique brand and its customers ThinkGeek customers are techies who often ask questions that test a call center agent’s product knowledge. That’s … [Read more...]

Filed Under: Client Testimonials, Customer Care, Order Management, Quality Assurance, Sales, Training

European brands and American audiences: think domestic expertise

March 6, 2012 By Wendy Shooster Leave a Comment

The world may be shrinking, but differences in language, culture, and business practices make it smart for a retailer who sells internationally to use a call center based in the country where … [Read more...]

Filed Under: Account Management, Customer Care, Order Management, Quality Assurance, Sales, Technical Support, Training Tagged With: brand care, company culture, customer satisfaction, customer service, integrating systems, international retailer, outsourced call center, smart business investment, training

The upside of upselling: how to increase AOV and boost revenue

February 15, 2012 By Wendy Shooster Leave a Comment

Order-taking is an important service your outsourced call center provides, and doing it well reinforces a positive brand image. Keep in mind, though, that you can ask your call center to go beyond … [Read more...]

Filed Under: Account Management, Loyalty Programs, Order Management, Quality Assurance, Sales, Training Tagged With: brand care, customer satisfaction, how to increase revenue, outsourced call center, outsourced customer service, training, upsell strategies, upselling

No lead left behind

February 14, 2012 By Wendy Shooster Leave a Comment

Not all leads are created equal—some are prospects who have the means and motivation to buy your product; others aren’t. Being able to quickly and correctly determine which is which is essential … [Read more...]

Filed Under: Account Management, Customer Care, Order Management, Quality Assurance, Recruitment, Sales, Training Tagged With: brand care, customer service, how to gain leads, lead generation, lead qualifying function, outsourced call center

Wine retailer illustrates importance of mobile channel

January 9, 2012 By Wendy Shooster Leave a Comment

Wine.com is the nation’s largest online wine distributor, and the holiday season is always a crucial period for them, with December making up 30 percent of total yearly sales. In a recent post on … [Read more...]