By Jeff Thompson
5
22 ratings
The podcast currently has 48 episodes available.
In this 5th episode of our series on Scaling and Managing Support Teams, join our host Jeff Thompson as he discusses with Bettina Abbott, a seasoned support leader, the essential strategies for preparing your support team for growth.
Key Takeaways:
- Discover how to pinpoint the right moment for scaling your team, ensuring you're proactive rather than reactive.
- Highlighting the crucial role of having training materials and infrastructure ready before the scaling process begins.
- Uncover strategies for building a robust team that can handle both increased volume and maintain high-quality service.
- Gain insights on the typical mistakes made during scaling and strategies to avoid them.
Don’t forget to subscribe to Telecast PH for more expert advice aimed at fostering sustainable growth and operational excellence. Unlock the potential of your support team with insights from this episode!
And if you're ready to discover what offshore outsourcing can do for your business, visit www.teleworkph.com or connect with Jeff Thompson on LinkedIn for tailored outsourcing solutions.
👉🏼 https://www.linkedin.com/in/jeffthompsontwph/
Connect with Bettina Abbott on Linkedin 👉🏼 https://www.linkedin.com/in/bettina-e-abbott/
#businessowners #customersupport #podcasts #podcast #scaling
www.teleworkph.com
In this fourth installment of our 'Scaling and Managing Support Teams' series on Telecast PH, we focus on the crucial role of customer support systems in today's rapidly growing business environment. As companies continue to emerge and expand, crafting effective and empathetic customer support is essential.
In this third episode of our Scaling and Managing Support Teams series on Telecast PH, we feature an enlightening conversation with Geoff Ankuda, a seasoned Customer Support Manager. He explores the dual responsibilities of support teams, highlighting their role as both the face of the company and the advocate for the customer. Learn how effective management of customer feedback can drive business improvement and growth.
- Explore how support teams bridge the gap between customers and the company, shaping the customer experience and influencing business strategies.
- Discover why harnessing customer feedback is crucial for refining products and services.
- Geoff shares strategies for gathering feedback across various channels to ensure comprehensive customer insights.
- Learn about the tools and methods that enable support agents to efficiently address feedback while upholding service excellence.
- Understand how to assess and prioritize feedback to tackle the most significant issues first.
- Hear about proactive strategies to anticipate and mitigate potential issues before they escalate.
- Find out how effective communication and attentive feedback handling can build trust and foster lasting customer relationships.
Find out more about Telework PH
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In the second episode of our Scaling and Managing Support Teams series, we sit down with Stephen Ng, Senior Director for Global Support and Customer Advocacy at Splashtop, to explore the secrets of scaling support operations efficiently while maintaining high-quality service. Stephen brings over 30 years of experience managing both domestic and international support teams, and he shares his expert strategies for improving processes, leveraging KPIs, and aligning support with product development. If you’ve ever struggled with balancing growth, costs, and customer satisfaction, this episode is for you. Learn how to turn your support team into a strategic asset!
𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬:
Looking to optimize your support operations?
Telework PH is here to partner with you on building a high-performing, scalable team that aligns with your business goals.
Discover the possibilities at www.teleworkph.com, or connect with Jeff Thompson on LinkedIn to explore how offshore outsourcing can elevate your support strategy.
Enjoyed this episode?
Subscribe for more expert insights from industry leaders in our Scaling Support Teams series!
In this exciting first episode of our series on Scaling and Managing Support Teams, we sit down with Pam Connors, a Process Optimization expert, to uncover the hidden costs of inefficient documentation and processes. Pam shares invaluable insights on how to streamline operations, eliminate bottlenecks, and improve both customer satisfaction and support team morale. If you’ve ever wondered how much ineffective processes are holding back your business, this episode is for you. Discover how to turn inefficiencies into opportunities for growth!
Key Takeaways:
- Discover how inadequate documentation can hinder support teams and lead to decreased customer satisfaction.
- Understand why solid process documentation is the backbone of scalable and efficient support teams.
- Learn the significance of involving support agents in process improvement efforts, transforming them into advocates for positive change.
- Hear how Pam helped a company save over $1 million a year by refining and automating a key process, improving both employee morale and customer satisfaction.
- Explore the various tools and platforms that can be utilized to manage and streamline support processes effectively.
Ready to optimize your support team and scale with ease? Reach out to us at Telework PH to learn how we can help you build efficient, customer-centric support teams.
Visit www.teleworkph.com or connect with Jeff Thompson on LinkedIn if you're ready to explore what offshore outsourcing can do for your business.
Enjoyed this episode? Subscribe and stay tuned for more insights from industry experts in our Scaling Support Teams series!
In this episode of TelecastPH, host Jeff Thompson explores the strategic move of offshore outsourcing and how it can help businesses not only survive but thrive during a recession.
Amid economic hardships and challenges, smart business leaders understand the importance of maintaining exceptional customer experience and maximizing efficiency to stay ahead of the competition.
Jeff delves into the advantages of outsourcing during tough times, such as significant cost savings, increased productivity, and the ability to strategically allocate resources. He addresses common objections and fears about outsourcing, highlighting the availability of tools and platforms for effective communication and quality control.
Jeff also emphasizes the value of partnering with an ISO-certified outsourcing provider like TeleworkPH, ensuring data protection, ethical standards, and cost-effective solutions. By outsourcing critical functions to experienced specialists, businesses can expand their customer base and access new markets. Despite the risks, choosing the right outsourcing partner can lead to success even in uncertain times.
So, if you're a business owner looking to navigate a recession strategically and maintain exceptional customer satisfaction, this episode is a must-listen. Tune in to discover how offshore outsourcing can be your ticket to success.
To find out more about TeleworkPH and their affordable alternative staffing solutions, visit their website at https://www.teleworkph.com/.
You can also connect with Jeff Thompson on LinkedIn at https://www.linkedin.com/in/jeffthompsontwph/
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In this episode of TelecastPH, host Jeff Thompson discusses the significance of ISO certification when selecting a company to partner with for business growth and success.
ISO certification is an internationally recognized standard for quality management, demonstrating that a company meets the highest standards of quality, safety, and reliability in their products and services. Jeff explains why partnering with an ISO certified company is crucial and highlights the journey of TeleworkPH towards ISO certification.
Key Takeaways
If you're a business owner or decision maker looking to partner with a company that values quality and excellence, this episode is for you. Tune in to learn why ISO certification is a must-have for any business and how Telework PH is striving towards achieving it.
find out more about Telework PH and about our affordable alternative staffing solutions hop on over to https://www.teleworkph.com/
Or connect with me on LinkedIn: https://bit.ly/35cXzS0
Follow us for more great content and business insights:
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Instagram: https://www.instagram.com/teleworkph_osi/
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Inflation and rising energy costs are forcing many companies to find ways to cut corners and stay in business.
In fact, if you watch the recent projections, it may be getting worse before it gets better.
With looming memories of the pandemic, fear and uncertainty may be tempting many business leaders to start reducing support staff or even shortening customer service operating hours to cut costs.
But what will that do to the customer experience? How will your loyal customers react?
Listen to this episode of Telecast PH and discover how that brand loyalty you worked so hard to achieve from your customers may work against you in times of inflation and even recession. And why…
Then discover what can be done to prevent losing good, loyal customers forever…and still operate at a lower cost and higher margins.
Your customers will thank you for listening!
To find out more about Telework PH and about our affordable alternative staffing solutions hop on over to https://www.teleworkph.com/
Or connect with me on LinkedIn: https://bit.ly/35cXzS0
Make sure to follow this podcast for more on how you can enhance your customer experience!
There are so many ways to improve efficiency in a company’s operations. Reviewing processes, finding leaks, and even consolidating department tasks can help, but isn’t there an even more effective way?
Yes there is. Through outsourcing some of the non-core aspects to the experts. Those that focus and specialize in one specific area, like customer support, can deliver a streamlined experience to customers with less hassle and yes, less overhead.
But if you think outsourcing is only a way to cut costs then you’ll want t listen to this episode. Find out here how any company can improve efficiency through outsourcing.
Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/
Or connect with me on LinkedIn: https://bit.ly/35cXzS0
Make sure to follow this podcast for more on how you can enhance your customer experience!
Keeping customers engaged with a brand can have many moving parts.
It can seem like an enigma wrapped up in a riddle trying to figure out new and exciting ways to make sure customers stay loyal and tell their friends all about how good they feel about the choice to use this product or service.
..and sometimes in that search the simplest and most basic tweaks can get overlooked and forgotten about.
In this episode we take a look at the Art of Writing Customer Support emails and how this basic conversational communication can set the entire atmosphere for how customers will see the rest of their experience with a brand.
Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/
Or connect with me on LinkedIn: https://bit.ly/35cXzS0
Make sure to follow this podcast for more on how you can enhance your customer experience!
The podcast currently has 48 episodes available.