3 Steps To Turn Customer Care From Cost Center To Profit Center

3 Steps To Turn Customer Care From Cost Center To Profit Center

All inbound channels of communication that any stakeholder can use to contact your organisation are managed by an inbound customer service.

A qualified agent for customer service inbound is assigned to handle incoming calls, emails, and chats. These might be inquiries, requests for technical assistance, requests for order processing, etc. If the call centre receives more than 50% of its incoming calls, it is considered an inbound call centre solution. Spend some time deciding if you need outsourcing customer service, what features you need, and who to engage to give your call centre support.

As a consequence, they will manage incoming calls for your business to satisfy its needs.

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Vcare Clients See Wild Success During 2015 Holidays
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Vcare Clients See Wild Success During 2015 Holidays

For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday.

It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x!

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Vcare Supports Retailers Through Their Most Successful Holiday Season
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Vcare Supports Retailers Through Their Most Successful Holiday Season

For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday. On aggregate, Vcare retailers saw their best holiday season ever, thanks in part to the world-class service and support their customers received. Clients met all of their customer care goals, even on the busiest shopping days of the year.

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The Vcare Top 50 Customer Care Influencers
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The Vcare Top 50 Customer Care Influencers

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers.

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4 Customer Care Trends Moving The Needle In 2016
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4 Customer Care Trends Moving The Needle In 2016

At $630.5 billion in holiday spending, this season is poised to be one of the biggest on record, according to the National Retail Federation.

But retailers have more to be thankful for than just a strong economy. There are 4 major trends at work over the past several years that are contributing to what will be a historic retail season.

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The Holidays Are Retailers' Last Chance To Inspire Customer Loyalty
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The Holidays Are Retailers' Last Chance To Inspire Customer Loyalty

The holiday season is the most critical time of the year for retailers - they can make 40% of their revenue during these few months - and inspiring customer loyalty at this point of the year can make a huge impact. In fact, it’s your last chance.

In today’s digital age, where your competitors are only a click away, customer loyalty is one of the most vital aspects to any retail strategy. Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales.


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What's The ROI Of A Customer Care Team?

What's The ROI Of A Customer Care Team?

There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center.

When measuring the investment of taking a firm’s call center in-house (insourcing), of course you will include direct employee costs, such as salary, but you should also be including other overheads, such as rental costs, utilities, employee benefits, recruiting expenses, and the like.

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16 Omnichannel Customer Care Tips For Holiday 2022
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16 Omnichannel Customer Care Tips For Holiday 2022

One of the pillars of holiday customer care in 2022 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.

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Measuring Customer Loyalty Through Data
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Measuring Customer Loyalty Through Data

Regardless of industry, Customer Satisfaction is one of the most important elements of a successful business, whether you’re a major retailer, wireless carrier, healthcare provider, or any in nearly any other vertical. A staggering 91% of unhappy customers will never purchase from you again. Numbers like that make it difficult to grow revenue without keeping a keen eye on your customer satisfaction key performance indicators (KPIs).

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Customer Care Planning for the Holiday Rush
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Customer Care Planning for the Holiday Rush

Planning for the holiday rush is one of the most critical strategic initiatives for most retail executives. According to the NRF, holiday retail sales in 2014 rose 4% to a staggering $616B.As the web influences a larger and larger percentage of total sales, retailers are laser focused on optimizations that will impact the bottom line and customer satisfaction.

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