One of the more productive partnerships for a Public Relation enterprise comes from relation with Call centres. For example, Call Management offer different services to compliment Public Relations efforts and the symbiosis of both companies is perfect because both businesses share the same attributes:

• Both focus on relationships
• Both affect on the customer perceptions
• Both interact between organisations and their public

Most large organisation will expect their PR and advertisements’ company to manage an ad campaign for a new product launch which would include designing the ad, buying the media, analysing results and managing the day to day activities.

We become a ‘silent’ partner as the end client has no idea we are assisting in the project as long as the work is completed to their satisfaction. Call Management assist in answering their phone lines, assistance in market research, receive the post for competition entry forms and much more…

We discovered within a few years of launching Call Management that networking and creating partnerships is vital to the future growth of any company. Sometimes we have clients that require services that we don’t provide, hence we are happy to help find a solution. This network helps us to keep our clients happy and increase our revenue. Call Management have a diverse network of partners ranging from referral partners, tender joint venture partners and also ‘silent’ collaborators.

The profile of an associate need to be closely aligned to customer intimate (quality orientation). According to the National Outsourcing Association (NOA), “75% of all organisations stated that they will profile a prospective partner’s culture before making a future decision”. We always aim to build long term strategic alliances so corporate culture and business identity is very important to us.

As Henry Ford stated “If everyone is moving forward together, then success takes care of itself.”  So, let’s start to move!

If your Public Relations department need a extra help, contact us!

Criteria to consider when deciding… Do you need or want to outsource your office phone calls??

• What hours will your lines be open?
• Do you need a dedicated agent or a shared agent?
• What kind of call are you expecting to receive?

Having a clear answer to these questions will guarantee a better service while increasing your customer satisfaction and the benefits for your business. But what are your alternatives?

Here is a Telephone answering service decision chart that may help you to understand better your needs.

Let us know your requirements and we will help you to decide what service suits your organisation. Or call us on +44 2033686822  or +353 12477814.

Register calling 1 800 719820 to host your own Alzheimer’s Tea Party.

Thank you!

Social CRM seems to be the future when it comes to interacting with your clients and potential clients. There are numerous advantages such as it is faster, more interactive, and more personal and let’s face it less expensive. Does it mean that telephone answering service and other traditional CRM systems are sentence to death? No, no really.

If you have a diverse client socioeconomic grouping then different communication channels are required. The older generation prefer agent support and old fashioned voice interaction, the younger generation prefer internet based solutions and computer based interaction.

You can have a unique and multichannel contact centre that provides all the channels that you need and allow you to ramp up and down according your requirements.

But how do you choose the proper channels for your business?

What communication method is preferred by your clients?

Some tips:

1. Put yourself in your client shows

What kind of problem are your clients more likely to have? And… if you were looking for a solution, how would you like to be helped?

2. Market research

Manipulate your client database to discover trends and develop a typical client portfolio, carry out field research and ask your clients what they are looking for in relation to CRM “Sharing is caring”.

It will improve your company & brand image. Some contact centres offer market research services too.

3. Seek advice from a contact centre professional

Professional advice can be less expensive and a faster way to understand the market dynamics. Explain your case to a multichannel contact centre; they will be able to provide you with some advice and case studies from previous clients.

Recommendations and outsider point of view can help you to see your requirements from a different perspective. But remember that the last decision is always yours.

4. Start to deliver your customer relationship management with the right partner

We really recommend creating partnership with a 24/7 and multichannel contact centre.

You will be able to:

- Ramp up and down easily deciding if you need shared or dedicate agents

- increase or reduce your “opening hours” suiting your requirements and business needs

- add new platforms or redefine your approach to these adding an extra value to your business

5. Keep analysing the results

Your contact centre will be able to provide you with statistics such as number of calls, e-mails, chats and social media interactions, average length or duration, issues solved on first resolution basis and so on.

Don’t be afraid to ask for all the data you need.

This information will be important to improve your customer relationships.

If you need some help to decide what is the best approach to deliver your customer care, please fill free to contact us and let us work with you to find a solution.

1. Don’t ask your agents to do something you would not be happy to do yourself.
2. Treat your staff with respect and let them know you appreciate what they do.
3. Provide incentive as night outs and rewards.
4. Welcome all suggestions.
5. Policy of doors and ears open.
6. Provide training in different areas to keep your team engaged and interested.
7. Be loyal to your agents, mistakes will be made but give them the opportunity to own up without recrimination
8. Work as a team.
9. Give them responsibility.
10. Provide a relaxed atmosphere and allow people laugh and enjoy their work.

Call Management’s manpower has been increasing year after year and the skill set of our staff is wide and varied leading to a vibrant and dynamic office environment.  Our attrition rate is less than 8%. Take advantage of our professionalism and experience… contact us!

By introducing the Social Club it would be a good starting block to building a solid foundation in team building.

In work every agent gives 100% which shows in our consistent high performance to clients so as an added incentive these Social events are Managements way of saying “Thank You” and “Well Done”.
After the success of our Christmas party last December the seed of thought was planted in Pats head about setting up this Social Club.

We celebrated our first bar-b-que on the balcony of our contact centre office on a sunny day in March and the food was cooked by our multi talented Operations Manager Sean Hickey, (also hogged the mike on Karaoke night!!), everyone was relaxed and there was a buzz in the office for the remainder of the afternoon.

The following night we decided to hit the tiles and ended up having a Karaoke night, who knew that the agents who answer the phones everyday could have such powerful singing voices.

And on that note (pardon the pun) feel free to check out our photos on Facebook of Social events so far and keep up to date on our movement on Linkedin and Twitter.

Watch this space for our next Social Event…
Till then keep up the good work team.

Pat Keogh and Silvia Planella (our Manager Director and our Marketing coordinator) were witnesses of this incident that occurred in front of our main office in Cork.
“It was surprising to see that big animal running in front of us! You can see us on the video, Pat and me stepping back when the elephant started to run. The Irish wild life is getting wilder!” stated Silvia after the incident.
Let us know if you have an elephant of an issue that needs to be tamed!!

CALLMANAGEMENT è un centro irlandese basato sul contatto, che si è specializzata in 24 ore del 7 giorni sull’Assistenza clienti per tutto l’anno. Nella nostra base dei clienti sono inclusi le società multinazionali e PMI con sede in Irlanda, Regno Unito e il resto del mondo. Call Management è stata fondata nell’Agosto del 2001, a Cork (Irlanda).
Il nostro obiettivo è garantire ai nostri clienti un pacchetto completo che accompagna bene loro imprese clienti Relationship Management (CRM) Policy.

Call Management si è specializzato nella fornitura della copertura contatti esterni, dopo le ore il servizio di segreteria telefonica, la ricerca del mercato della campagna il disagno e implementazione, sito web / chat online e il supporto dell’e-mail handling.

Assistenza Dell’Online Chat 24x7x365 Messaggi immediati

Se vi accorgete di che siete inondati di e-mail o chiamate brevi con le domande semplici sui vostri prodotti o servizi:
Quindi il nostro 24 ore Servizio dell’assistenza online chat può essere una soluzione per voi. Possiamo aiutarvi offrendo l’assistenza in Diretta e il supporto, i clienti saranno impegnati a chattare in diretta con uno dei nostri agenti.

I nostri Assistenza Dell’Online Chat servizio offre:

• Messaggi Immediati nel tempo reale con i clienti
• Abbassando il volume delle chiamate telefoniche alla vostra assistenza, rispondendo le richieste dei clienti sul posto, mentre si sta navigando sul sito.
• Accessibilità per i clienti con problemi di udito.
• Chat integrata nel E-mail di sostegno.
• La possibilità di invitare i clienti che stanno navigando il vostro sito web per più di una certa quantità di tempo di parlare con un rappresentante del supporto in diretta
• I personali fortamente efficient con l’esperienza completa sia in LivePerson Kayako e sistemi di chat in diretta.
• Assistenza client in multilingue

E-mail Handling

Call Management offre 24 x 7 x 365 la gestione dell’ email e servizi dell’assistenza dai nostri uffici in Irlanda, garantito a beneficio vostro business.

Alcune caratteristiche del nostro e-mail handling e sistema dell’assistenza sono:

• Garanzia di 24 ore il tempo massimo di attesa.
• Personale altamente efficiente con esperienza sia in Kayako e LivePerson sistemi di posta elettronica.
• Accessibilità per i clienti con problemi di udito.
• 24/7 di copertura è disponibile, se necessario.
• Il supporto multilingue e disponibile
• L’integrazione con il servizio Live Chat disponibili

Servizio di Segreteria telefonica

Siamo in grado di rispondere alle chiamate che altrimenti potrebbero essere perse.Volete migliorare la vostra disponibilità e soddisfazione del cliente con orari di aperturapiù lunghi? Contattaci per un preventivo! Il nostro call center fornisce 24 ore di copertura- 365 giorni all’anno.

Esempi di copertura telefonica forniamo sono:

• Copertura 24 ore – 365 giorni all’anno.
• Orario di lavoro Cover – Rispondiamo alle vostre telefonate e prendere messaggi da9.00 alle 17.00.
• Lunchtime Copertura Only – 13.00 o 14.00, o in qualsiasi momento che fa per voi.
• After Hours Support Emergency – 17:00 alle 09:00, in aggiunta al supporto week-end.
• Short Term Cover – Vacanze / assicurazione malattia.
• Chiama Overflow – Aiutare voi con un alto volume delle chiamate.
• Campagne outbound – il compimento di ricerche del mercato, feedback richiedente, ecc.

Gestione Del Volantino

Servirebbe a qualcosa di memorizzare depliant e gli opuscoli che sono spediti fuori perfuori tempo? Call Management archivia tutti i vostri opuscoli nei nostri locali irlandesi.

Per aiutare a risparmiare tempo, si raduneranno tutti gli opuscoli per voi. Lavoreremo come se fosse il nostro depliant proprio essere assemblato, mettendo il tempo e la fatica per assicurarsi di non averne bisogno. Il nostro servizio Brochure Design e la gestione sono un grande investimento per il tuo business, risparmiando il tempo, denaro e lo spazio.

Gestione del Depliant nostro servizio può servirvi offrendo :

• Conservare il vostro opuscolo, salvare il vostro spazio ufficio
• Prende le vostre richieste di brochure
• Depliant via mail per te
• Di stampa unione la tua lettera di presentazione
• Post brochure a un database dei vostri clienti

Business Mailing Address – Virtual Address

Invece di affittare un ufficio perché non approfittare del nostro indirizzo del servizio postale per una frazione del costo. Il nostro Contact Center è aperto 24/7 in modo da poter raccogliere il tuo post in qualsiasi momento o può effettuare la scansione della posta ee-mail a voi, assegni lodge e la corrispondenza originale presentare a voi. Non sarà vincolato a un contratto a lungo termine, quindi perché non usarlo per provare le acqueprima dell’impostazione costituire una base in Irlanda. Abbiamo clienti in cui sede principale è nel Regno Unito, USA, Germania, Belgio, Australia …
la lista è infinita.

Cork ufficio:

Indirizzo di posta commerciale Il nostro servizio comprende:

• La corrispondenza digitalizzata e inviata per email
• Lettere e documenti inviati al vostro indirizzo di casa
• assegni registrati

Tutti nostri servizi :

• Servizio di Segreteria telefonica
• Database Management
• Chat in diretta Web Service
• Business Indirizzo Postale
• Mystery Shopping
• Campagne di ricerche del mercato
• Gestione del Depliant
• E-mail Gestione del Depliant
• Recupero dell’emergenza
• Numeri di telefono
• Marketing Campaigns Support
• Social Network Management

Se avete bisogno qualche informazione, contattateci!

I nostri  operai saranno disponibile  a rispondere vostre richieste in inglese: +44 2033686822 o +353 12477814.

Per informazione in italiano contattate con MEHDI OZCINAR mozcinar@ck.callmanagement.ie

… AHHHH!!

According to Pay Simple, 49% of small businesses are experiencing these annoying late payments on a monthly basis. Are you one of them?

Our job is to eliminate excuses so…….
- Eureka 1, We are busy, can you call back… we can schedule call backs to eliminate excuse 1.
- Eureka 2, We need an up to date statements… we can e-mail or fax them statements & invoices using your companies e-mail address.
- Eureka 3, Can you ring back in the evening…. we operate 24 by 7 so we can chase them all day and night!!!

Not all calls are the same, some clients just need a reminder to pop a cheque in the post but others are just playing a game and will only pay when the games up. You dictate the pace….

This is only one use of outbound calls, you can use this service for appointment reminders, customer care calls and specific campaigns as we enjoy unusual and difficult challenges… Check our services or just… let us know if you have anything in mind: Contact us on +353 214824 300 or +44 2033686822.

Call Management puede ser tu dirección postal en Irlanda

Si estas pensando en vender tus productos en Irlanda pero no quieres realizar una gran inversión, Call Management es la solución. Call Management está situado en Cork y es la segunda ciudad más grande del país.

Este servicio pone a tu disposición una dirección postal, mailbox o business address donde tus clientes pueden enviar cartas, cheques y cualquier documentación relacionada a tu empresa. Nosotros te re-enviaremos las cartas, escanearemos documentos, ingresaremos cheques y cualquier otro servicio que tu correspondencia requiera. Sera como tener una oficina en Irlanda. Tus clientes creerán que tienes una oficina o sucursal en Irlanda ya que podrán poner tu dirección postal irlandesa. Y si en ocasiones necesitas acceder a las instalaciones podemos alquilarte la sala de reuniones sin ningún problema. Establece tu empresa en Irlanda de forma económica y crece tu negocio.

Este servicio puede ser complementado con otros:

• Secretarias en inglés
• Envío de catálogos y propaganda
• Investigación de mercado
• Números de teléfono irlandeses o de cualquier lugar del mundo

No lo pienses mas, contáctanos para pedir presupuesto y crece globalmente sin riesgo. Si quieres contactarnos en Español, escríbeme un mail a splanella@ck.callmanagement.ie con tus necesidades o si lo prefieres llámanos y te atenderemos en Inglés. +353 214824 300 o +44 2033686822.