contact header

44 post(s)

category-image

Telelink was recently awarded the 2016 Award of Excellence by CAM-X, the industry trade association for call answering services and call centres, at their week-long convention and trade show in Quebec City, Quebec. This is the 13th consecutive year that we have won this award, and while some companies may be content to rest on their laurels – if they are winning awards, they must be doing well, or so the thinking goes – at Telelink, we use every win to motivate ourselves further into providing the best possible service for our customers. Awards are certainly nice to get, though we feel they should serve a purpose beyond recognition or marketing. One of the most important ways awards matter is that they allow companies to benchmark against industry standards. Customers’ expectations are constantly changing, and what may have been award-winning efforts in previous years simply may not hold up to current standards. Winning awards consecutively is a demonstration that a business is keeping...

Read more ...
category-image

To put the sector in rather romantic terms, blue-collar work is the foundation upon which the American Dream was built, and the various trades that make up the umbrella of blue-collar work remain extremely significant today. While technology has significantly changed the way that such jobs are performed, a strong demand for tradespeople remains, whether they are plumbers and electricians or woodworkers and blacksmiths. Does the modern tradesperson have to juggle too many things in order to deliver results that both they – and their customers – can be proud of, and how might utilizing a call answering service be able to help them achieve their goals? Doing More Means Getting Less Done If a tradesperson is significantly busy, they may not have the time to devote to building and maintaining strong relationships. A contractor receiving multiple calls for work requests while they’re on a job site may mean that they won’t have the ability to pay as much attention to their work...

Read more ...
category-image

When it comes to offering great customer service, no company should be content with their customers simply having a good experience. The ultimate goal is to exceed the customer’s expectations, but it’s also important that those expectations be realistic and affordable. Unless you’ve established precedent through use of an automated system, there’s little reason customers should expect to have their calls answered immediately. While it will vary on a case-by-case basis, a business should aim to answer a single question - how long is too long? Establish an Appropriate Framework Depending on the type of industry, callers may be more lenient when it comes to longer wait times. For example, there are traditionally longer wait times for airlines and credit card companies. This suggests that people are more willing to be patient when it comes to things they find important. The truth is, however, that no one likes being put on hold for longer than is necessary. It’s a certainty that everyone has...

Read more ...
category-image

Some companies operate around the clock, but even if yours doesn’t your customers will have questions outside regular business hours. Normally, they just hold their questions and wait until you open before calling in. Then, once you open for business and your customers finally call in, it’s no surprise they’re eager to reach you right away. Do your customers end up on hold? Even businesses that answer their phones quickly run the risk of being bottle necked by high call volumes or heavy workloads at busy times. And in some cases, the customers who have been waiting for your business to open, and waiting to speak to you directly, get stuck on hold. Businesses lose customers every day by leaving them on hold for too long. How long are your customers willing to wait? Data collected by dialogtech shows the average time a caller waits on hold is 56 seconds. It’s much longer for small businesses, who have the longest hold times at...

Read more ...
category-image

Three Steps Toward Good (Really Good!) Customer Service We're all customers. We've all made customer service calls to businesses. We've all experienced good service and bad service. Most of us have never called a company to make a complaint. Instead, most of us voice our complaints to family, friends, neighbours, co-workers or anyone who will listen. That’s why companies are fortunate (really fortunate!) when dissatisfied customers fall into the first group when they call in with complaints. It's easy to forget that complaints are an opportunity when handled effectively. The vast majority of dissatisfied consumers fall into the second group however. They never voice their dissatisfaction directly to the company - a missed customer service opportunity. What can a company do to avoid the type of dissatisfaction that leads to hang ups, frustrated silence, and lost customers? 1. Be There: Your Customers Want to Talk to a Real Person Customers who need help want to be able to talk to a customer service...

Read more ...
category-image

4 Reasons we Love Answering Your Calls Variety is (still) The Spice Of Life You might be surprised at the variety of calls we answer at Telelink. We schedule appointments, record and send messages, even dispatch to on-call staff. We process orders, manage customer support lines, and also provide technical support. And we love it! We Love That Sense of Assurance Being trained as part of an expert team that’s been answering the phones for over 50 years gives us all a sense of assurance. We’ve learned a lot in that time. And we enjoy being that trusted voice on the end of the line where we get to extend that same feeling of assurance to our callers. “I wanted to pass along my big thanks for the awesome job your [Telelink] team does for us. You are truly an amazing extension to our team and service. As you merge your team with ours, I wanted to validate that it is done magically...

Read more ...
category-image

With telephone-based customer service preferred by 88% of people seeking to resolve customer service issues, real-life interactions are paramount to customer satisfaction [1]. Savvy businesses understand the true value of great customer service and the impacts it can have on their bottom lines. Did you know: On average, loyal customers are worth up to 10 times as much as their first purchase? It is 6-7 times more expensive to acquire a new customer than it is to keep a current one? 3 in 5 people would try a new brand or company for a better service experience [2]? Despite the importance of telephone-based customer service, many businesses struggle to support in-house contact center operations and often cost themselves valuable time, money, and customers in the process. Outsourcing contact center operations is easier than ever, and is an attractive option for businesses looking to be leaner and more efficient. Outsourcing also gives businesses the benefits of highly-trained employees, economies of scale, and professionals with...

Read more ...

our clients

logan
logan
logan
logan
logan
logan
logan
logan
logan
logan