10 Reasons to Choose Goodbay
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US Quality Support: Hey! The call center is in India! How can we claim US quality support? Let's first define US quality support. Call centers in the US provide the best customer service, on average, when compared to other centers in any other country. What makes the US standard of customer service better than the service in other countries? The devil is in the details. US call centers focus on First Call Resolution Rates (FCRR) - and track this metric. They want to ensure that customers are helped in the first call, and the higher the number, the more satisfied the customer. They also focus on efficiency-based metrics, like abandoned call rates, or average talk time (AHT), or average time to answer the call. Again, every metric is related to the customer experience. Finally, US call centers focus on the tonality with the customer. The attitude is more humble and is focused on helping the customer solve his problem quickly. i.e. "the customer is always right." While these collective points seem obvious, many companies choose not to follow them. Why? Because it is hard.
It is difficult to have high First Call Resolution Rate (FCRR). That requires a lot of extra time on agent training. Goodbay spends 4 weeks training new hires, and works with each agent on a project until we are certain their FCRR matches or exceeds what our client was able to do in-house. Then we put additional people on the phone for each client - our competitors call this overstaffing and under-utilizing our agents. We think 'overstaffing' is necessary for quality customer service. Sure, we have extra people who are not as busy as they could be, and yes that reduces our profitability, but what that ensures is that our abandoned call rates are amongst the lowest in the industry, and it ensures that most calls are answered within three (3) rings, not 2 minutes like at our competitors' centers. All this results in a far better customer experience. This is how we deliver US quality support.
Neutral Accents and Well-Spoken Agents: Regardless of whether a call center is in Omaha or Bangalore, it is hard to get 3000 well spoken agents in one building. Fortunately, we have only 250 agents in one building, and that is a lot easier number to manage and with which to maintain quality. Every single call center agent has been hand-picked by an American. We listen carefully to their accent and their ability to comprehend fast talking Americans. Only when they pass this strict test do they get an offer to join us. Listen to a few of our agents.
To ensure that you have the best agents working for you, we also let YOU pick the agents that work on your project. You can talk to ten agents and choose #2, #3, #5 and #8 for your company. So, regardless of whether you had a good or bad experience calling another company that outsourced its calls to India, in our universe of agents you have full control to quality-check every person that works on your project.
By carefully picking the best people, with American screeners, and by giving you full control over who works on your campaign, you can be sure to receive the highest quality spoken agent and a very positive call center experience.
30-50% Cost Savings: There is a reason that points #1 and #2 are focused on our quality of service. Those are the most important criteria for successful call centers and happy long-term clients. But who can ignore the HUGE cost savings you can get by outsourcing with us? We consistently track 30 to 50% cost savings over US & Canadian call centers, or relative to maintaining a call center in-house. Can you find other companies on Google that can save you 50-60%? Probably. However, that is not what we offer. We offer US quality call center services at a 30% discount.
If quality is critical for your business, but you enjoy the cost savings, then we are a good fit for you.
24/7 Support: It is expensive and hard to get 24/7 support in-house. Most companies can't do it or can't justify the cost of doing it. We provide this for our customers and you can give others the impression that you have a much bigger company just by advertising 24/7 coverage. It is also extremely convenient for your customers and can earn you brownie points and future repeat business because of the convenience factor. We work while you sleep, at no extra cost.
Robust Reporting & Insights: Yes, every call center can provide standard reports such as abandoned calls, average talk time, when the call came in, and how long it lasted. But where many companies fall short is the next level of depth in the reporting. Is it important for you to know who called? Why? For which product or issue? Do you care to know what key points were discussed in the call and what the final end-result was?
Imagine what you could do with this data? Our clients use this type of data to go back and retool their product line or service offering to ensure it is meeting market needs? Other clients use it to ensure their marketing is delivering the required return on investment. Whatever your critical business factors, this insight can help you drive more profitability. Our reports give you trends and deep analysis into what the key problem and opportunity areas are in your company and how to address them. We end up talking to thousands of your callers. Harnessing those touch points into information is power in your hands. You are welcome.
Full Service Offering - Phone/Email/Chat: How does your customer want to connect with you? Doesn't matter. We have you covered. Emails can be answered based on your SLA requirements -1 business or 1 business hour? We can handle it. Read more about our email support here. Need live chat support? No problem. Our trained live chat agents are able to seamlessly converse with your customers and help you acquire that new lead or assist with their service or technical problem - all without a phone call. Read more about our live chat service here.
Extremely reliable and fully redundant infrastructure: All our telephone lines are backed up. We have crystal clear dedicated T1 lines running from Chicago to Bangalore, not cheap VoIP connections. So the call quality is rock solid and sounds like a local call with no lag time. For redundancy, one dedicated pipe goes under the Atlantic Ocean and one under the Pacific. No Tsunami or sunken tanker can disrupt our lines and our call connections.
We have 3 ISPs to ensure that all agents have seamless data and internet access. We have UPS with spare batteries to ensure continuous electricity supply, and a power generator with countless gallons of backup diesel.
In summary, we will answer your calls regardless of the mayhem that may occur around the globe.
Customer Satisfaction Score Tracking: We call customers back and ask them to rate us on a scale of 1-10, with 10 being the highest. Our special Quality Assurance department calls back a random sampling of customers to gauge how positive or negative their experience was with our center. Our clients don't ask us to do this. Nor do they pay us for doing it. And we are pretty sure no other company does this either on their own dime. But this process is critical for us because it allows us to verify whether we are delivering the highest quality service or not. By averaging out the scores each month, by agent, we can determine which agents to reward, and which agents to retrain or remove. This process allows us to be honest with ourselves, and gives us the opportunity to improve our quality each month. Unless agents are consistently scoring 9s or 10s, we are not satisfied and we keep working with the agent (or replace him) until he and everyone is at the 9+ level.
We keep ourselves in check so that we never receive a call or complaint from you: our client. Take that competition!
Speed and efficiency - less work for you: We give you one point of contact to manage the relationship. When you need help, you have a go-to person who will help you fast. By employing this centralized approach, we quickly ramp up your project and do the heavy-lifting for you. WE take your product manuals and processes and learn the materials on our own time. We memorize and master your FAQs. We study your past call recordings so that we know what to say on the phone. Your one point of contact takes ownership of the project ramp up from the start so that you have very little to do, while we climb the learning curve quickly.
Clients tell us they are impressed with our speed of implementing a new project rollout. Complex implementations and project launches can be accomplished in less than two weeks - including training all of our agents and integrating the IT systems and phone lines.
Ten years of experience and financial stability: Goodbay has been in business for 10 years. Each subsequent year has brought new clients, more growth and stronger financial positioning. We have been honored by the Inc Magazine Top 5000 list of America's fastest growing companies two years in a row, and we have the strength and stability to keep up the momentum. We are in this business for the long-run, and you can count on us supporting you for many years to come.
Wait..,one more reason that is quite important....
We're good people, and you will like working with us. Just ask our clients who have been with us for several years: We build long-term relationships and guarantee your satisfaction. Try us.