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Why Restaurant Executives Love This New Type Of Call Center

on December 11, 2018 12:03 AM
The Rise Of Restaurant Call Centers Implementing a restaurant call center solution can help increase your sales, throughput while improving your guest experience. Restaurants have been faced with the challenge of overcoming rising labor costs which has been heavily effecting their profit margins. TSD Global is an award winning restaurant call center outsourcing company that has been focused on creating a solution to increase restaurants profitability.  TSD Global has been known as a sales powerhouse in the telemarketing and business process outsourcing industry since its inception in 1989. The company specializes in sales and has been the marketing and sales engine for a company that sold credit cards to college students, where TSD Global  generated them over 1 million customers. The company has also powered the sales teams of companies like AT&T, Direct Energy, Capital One, Bank of America, SiriusXM, and several other major Fortune 100 companies.TSD Global's footprint is large with over 1,800 call center reps world wide. They have center locations in Indiana, Kentucky, Illinois, as well as a 500 seat call center offshore in the Philippines.  In 2016 TSD Global was looking for new verticals to expand where they could add massive value for their clients and realized they could add tremendous value to the restaurant industry. The firm noticed that restaurants were loosing business by missing phone calls and not up-selling on all of their to go orders. Now just a couple years later, TSD Global’s restaurant division works with some of the largest fast causal and quick service restaurant chains in the country including one of the top 5 largest fast casual chains in the world. Why Restaurant Call Centers? The reason restaurant chains are seeing massive benefits from partnering with restaurant call centers is mainly from the up-sell opportunities the call center teams create. TSD Global approaches up-selling like a science for their restaurant partners and have developed a process to ensure that their reps up-sell on every they take. A lot of large restaurant chains miss out on significant revenue by plainly  not up-selling and not capitalizing on "hyperactive buyers". The reason why this is so powerful is because typically restaurant chains hire 16 or 17 year old kids who are not financially incentivized to up-sell and never try to help a customer perfect their order. At TSD Global the restaurant call center teams get bonuses from up-selling and supervisors are constantly a/b testing scripts to see what script increases their clients average order size the most. Their clients customer also appreciates the knowledge of our virtual order takers in helping select the perfect meal. For example TSD Global recently started working with one of the largest fast casual chains in the world and within 30 days of working with them, they had increased their average order size over 17%. Another major benefit restaurants have seen is the improvement in customer satisfaction scores through TSD Global’s restaurant teams. TSD Global’s call center teams wear noise canceling headsets that block out background noise and allow for a quiet and pleasant phone ordering experience. In house restaurant employees have also been raving about partnering with TSD Global because it makes their job much easier. Our clients in house employees don’t have to worry about answering the phone ever. They can just focus on providing an exceptional customer experience to the guests inside your restaurant. This seems to be helping our clients attrition rates. TSD Globals mission is  build amazing brand experiences for our restaurant partners and that is starting to show through positive Tweets and Yelp reviews online. There are only a few restaurant call centers in the business and most of them use what is called “at home” agents. The problem with this model is that has been that it is very challenging training reps and can result in distractions such as a dog barking or a child crying in the background.  How We Train Our Reps:  How restaurant call centers can increase your throughput, average order size while improving your guest experience. All of TSD Global’s restaurant call center teams are in state of the art contact centers and report to a team of supervisors who are constantly training dedicated restaurant call center teams. They have a quality assurance team that score every call on a 5 star rating system. If a rep scores below a four star rating than they are pulled off the floor and report for more training. When TSD Global partners with a new restaurant client they typically send their Head of Training to work in one of their new clients restaurant for 7 to 14 days to learn the ins and outs of what its actually like to work inside the restaurant. After detailing this experience, TSD Global's Head of Training starts building training materials to recreate a similar culture and style inside of one of their contact centers. The restaurant teams go through daily training and are constantly role playing different ordering scenarios to be prepared for anything. How The Service Works: For fast casual restaurants, typically TSD Global sets up a phone number or multiple phone numbers to route calls to their service center and take the orders for those locations. Typically the way the services work is that the clients customers call-in to place a takeout order and speaks directly with a certified agent to place their order. It doesn’t matter if ten people call in at one time because they train teams of agents to be prepared to handle the flow of orders at any time. All calls are answered immediately and professionally with your restaurant name and a standard greeting. By creating these on-demand teams, orders can be received at the store in a streamlined fashion, saving money on traditional labor costs spent on staffing to handle phone calls. The on-premise customer experience also improves because the staff is not distracted by phone calls, taking attention away from customers in the store. Customers love not waiting on hold and being able to talk with a phone agent that can hear their order clearly. Agents can up-sell and cross-sell, giving educated answers about menu items that lead to increased sales. Orders flow into your POS and KDS systems at the appropriate location. They have built out multiple integrations to streamline order taking and maximize order accuracy. For more of a visual on how TSD Global can help your restaurant check out this short explainer video hereT How TSD Global On-Boards A New Client: TSD Global’s restaurant division offers a 30 day pilot test to prove out our model. Typically they recommend a pilot test only to be at 5 to 20 locations. From there they gather data and can scale up very quickly and then add an additional 50 to 100 locations at a time, then from there we can do a full scale rollout to all of your locations. Typically they offer engagements based on three different models:•Per minute of order time•Flat fee per order •Flat fee per order and a percentage of the up-sell To Learn More: For more of a visual on how TSD Global can help your restaurant check out this short explainer video here. Please contact CMO Nick Tubis- Nick.Tubis@tsdglobal.com 
How To Scale A Startup Fast By Outsourcing

How To Scale A Startup Fast By Outsourcing

on October 17, 2018 11:52 PM
The Problem All Startups Face When Things Actually Go Right: [caption id="attachment_3187" align="alignnone" width="1000"] Startups can scale their business by partnering with a BPO or an outsourcing partner.[/caption] Problem #1: Startups Begin To Focus On Things That Don't Scale  All Entrepreneurs have to work extremely hard to achieve product market fit and to actually get traction.  You would think after they a startup finds their niche or blue ocean it would be off to the races and smooth sailing but unfortunately thats not the case. The startup starts to deal with an insane amount of customer service inquires and other back office tasks. The problem with this is it slows down the startups growth because they begin to focus on non core competencies. As Tony Robbins says, "where focus goes energy flows". What tends to happen is that the startup starts trying to focus on customer care and back office support and the consequence is it takes away from developing their product or service which slows down their growth. Problem #2: Customer Experience Takes A Back Seat  Now what also can happen to fast growing startups is that they continue to focus on growth because of intense expectations from venture capitalists and investors. As if they weren't stressed out enough. So the company starts trying to keep up their hockey stick growth and a unpleasant customer experience starts to compound. For example when companies like Uber, Lyft, AirbNb, and Netflix started to get traction their customer inquires started to stack up because like any company stuff happens and people have bad experiences. The problem though is because there is no human staff available to handle a customer issue that customer goes online and complains and the customer stops using the product or service. One of the most important metrics for a startup is their daily active users and one of the fastest ways to kill your customer retention is with bad customer support.  Problem #3: Hiring Full Time People Can Burn Your Cash One of the biggest challenges that a fast growing startup will go through is its recruiting and hiring process. In places like Silicon Valley or New York City it can be extremely expensive as well as competitive to attract top talent. This is one of the main reasons why companies like Google invest into expensive and amazing offices. It makes sense to hire top engineers, marketers, and salespeople. But a mistake a lot of first time entrepreneurs make is paying customer experience and reps doing back office work 70K per year plus salaries. This isn't necessary to offer a world class customer experience and mainly burns the cash that you have worked so hard to raise. How TSD Global Can Solve These Problems For You  TSD Global is a award winning customer experience and back office company that specializes in helping fast growing startups continue their hockey stick growth in the most cost effective way possible. TSD Global builds and manages dedicated outsourcing teams on behalf of some of the worlds most powerful brands like Citibank, Century Link, AT&T, SiriusXM, and many other fast growing companies. TSD Global has onshore, offshore, and nearshore capabilities depending on your outsourcing needs. For example with over 1.5 million apps in the app store and 90% of smartphone time spent in-app, providing in-app, mobile customer service is an increasingly relevant and important step in the overall customer experience. Meeting customers where they prefer to engage and making it as easy as possible to get help contributes to the satisfaction of the customer and thus, to a business’s overall health and success.We can build a team to help you with content moderation if your have a fast growing app. TSD Global can call all of your customers that need to change their picture on your online marketplace. We can build an inbound sales and outbound sales teams to close deals for your business. Our company can implement a complete omni-channel customer experience for your brand with , live chat, email, and phone support.    The Benefits You and Your Stakeholders Will See By partnering with TSD Global your startup will see a cost savings from 30-60% compared to hiring internally in cities such as San Francisco or New York. Our client relationship managers will make it their life's mission to increase your company's CSAT scores and increase your customer retention.  With the saved cost savings that you will get when you work with us you can reinvest those savings into your company that will be instrumental in your growth rate as well as valuation.  TSD Global is a unique BPO or business process outsourcing company because we have a global presence but under 2,000 agents in our stable so we are known as a boutique company in our space. Our entire senior management team is involved with our client's projects from our CEO to our agents.         

How Restaurants Can Benefit By Partnering With A Restaurant Call Center

on October 5, 2018 9:33 PM
Why There Is A Massive Need For A Restaurant Call Center [caption id="attachment_3175" align="alignnone" width="1000"] How the restaurant call center can increase your restaurants sales and grow your business.[/caption] The restaurant call center is completely changing how restaurants handle order taking. Consumers are spending money on food, but they're spending less of it sitting in a restaurant. While price plays a role, one of the most important reasons for the shifting trend is convenience. The restaurants that make life easier for guests through a restaurant call center are beating the downward trend. Traditional full-service chains have been hardest hit. In fact, the top 10 restaurants in terms of sales are all quick service and fast casual concepts, according to the 2017 Nation's Restaurant News rankings. Today's customers are shuttling between work, home, school, after-school activities, sports and artistic events, and entertainment. Restaurants that rely on customer service outsourcing recognize that customers are looking for convenience, quality, and portability. A restaurant call center can cater to that on-the-go segment of your customer base via phone and digital chat interactions. Research firm Technomics reports that 73% of the overall population orders food from a restaurant at least once per week, and a whopping 90% of millennial parents do so at least once per week. Simply put, convenience is king. With an outsourced restaurant call center, you can provide a higher level of service at a lower cost. While restaurants are pushing customers to use digital channels for online ordering, about 90 percent of customers still prefer to place a takeout or delivery order by phone. Restaurants are investing in online ordering to lower costs through fewer on-premises staff. The downside to this strategy is that online ordering doesn't improve either the off-premise or in-store guest experience. TSD Global's Off-Premise Division was launched to support drive-thru, call-in, and catering orders as well as reservation scheduling. Our solution eliminates the need for you to hire phone service employees internally and frees the on-premise employees to focus on providing a great experience to your customers inside the restaurant. Restaurant Call Center Benefits We've seen clients cut costs by 30 to 50 percent by streamlining drive-thru, catering, and call-in order taking by utilizing our off-premise restaurant support teams. Restaurant operators cut costs by reducing labor and using potentially smaller real estate footprint in designing store layouts. You'll get the benefit of having the capability to handle orders quickly without the fixed labor costs. In addition to lower labor costs, benefits accrue to the bottom line through higher restaurant throughput and increased upselling. Our virtual agents are trained to upsell on every call, increasing restaurant throughput with every ticket. We typically see a 10-15% increase in revenues on orders through our restaurant call center. Our flexible pricing models reflect the daily realities of your operation, ensuring the best ROI for your spend. We offer a 30-day free assessment so we can understand your business and develop a program that supports your growth strategy. We cater to the convenience of your guests, making it easier for them to feed their families on the go, connecting with cutting edge technology to the ultimate guest experience. For more of a visual on how TSD Global can help your restaurant check out this short explainer video here.
Security First When Outsourcing Your Customer Experience

Security First When Outsourcing Your Customer Experience

on May 22, 2018 9:20 PM
There are few greater challenges to business today than data security. From customer data to proprietary internal information, the responsibility for ensuring its safety becomes a collaborative effort among all businesses involved in deep strategic relationships. Since our founding in 1989, TSD Global has been laser focused on providing the highest level of security for the critical data entrusted to us by our partners and their customers. TSD Global is fully committed to maintaining appropriate security certifications by investing in our people, processes and technology. TSD Global is an award winning customer experience and sales outsourcing company that has been the secret weapon for Fortune 500 companies growth over the past 30 years. We have achieved PCI DSS Level 1 certification from a Qualified Security Assessor (QSA) and have achieved the SOC 2 Type 1 audit certification for our call center sites. These milestones are a reflection of our commitment to data security for our partners and their valued relationships. Our goal is to ensure our partners have the utmost confidence in our ability to safeguard their customers' data. It is simply mission critical that all of our employees under the their responsibilities for regarding integrity, confidentiality, and availability of customer data. We ask our people to treat customer data with the same care and respect that their own personal data should receive. Outsourcing the customer service experience can be a difficult decision for companies. We understand that one of the major factors is the level of trust that must be inherent in the relationship. After all, our contact centers may be the main touchpoint for many customers, so it should be a seamless integration to embody vital relationships in a way that is transparent to the customer. The backbone of our security platform is a focus on fraud detection and regulatory compliance. Our systems help mitigate the risks of noncompliance, fraud and privacy breaches for the industries in which we operate. Our industry-leading team has developed controls to manage significant risk areas, including: · Access Control Measures · Audit and Assessment · Background Checks · Configuration Standards · Data Protection · Employee Training and Adherence · Incident Response · Information Security Policies · Log Management and Monitoring · Network Security · Physical Security · Vulnerability Management A Culture of Security Security is firmly rooted in our corporate culture. Such a culture is not built overnight, and it is not automatically self-sustaining. It takes a constant focus on training, certification and feedback to maintain a bulwark against malicious actors that search for any vulnerability. We believe security is everyone's responsibility. Of course, we have dedicated teams that oversee our strategies. But security cuts across departmental and national borders. Strong security is the result of creating an environment in which knowledgeable, dedicated people are dedicated to promoting our partner's best interests by assuming deep responsibility for their data. Our security culture reflects the excellence of our people, processes and technology. People: Connection to our security-first culture begins during the employee hiring and onboarding process. It's an ongoing process to ensure that our associates don't stop at awareness but adopt our security orientation. Our people don't merely pay lip service to security. They buy in wholeheartedly. That's why our best security system is our people. Process: Our information security programs align with our partners' goals and priorities, delivering genuine value for the enterprise. TSD Global focuses on each process to ensure all operational and security procedures are distinct, documented and repeatable. We look for innovations when they will help deliver additional risk mitigation. Technology: At TSD Global, we don't see information security as solely an IT task. Actually, technology is where our people and processes meet. We integrate implementation efforts, technical controls and systems management along with our leading security technologies. Employee Training and Compliance: We believe in training. We see it as one of our core competencies, as our employees are exposed to security training from their very earliest interactions with the company. In addition to general security procedures and techniques, our associates undergo partner-oriented training programs regularly to align with our partners’ ongoing development. For new associates, security awareness begins on day one. Their initial training sessions review every aspect of security at TSD Global, including associates' responsibilities for safeguarding our customers’ data. Our security policies and standards are widely available to associates to review on a regular basis, often preparation for annual security training. In addition, specialized teams such as Information Technology and incident response undergo specific, high-level security training. One of the most interesting aspects of our program is the periodic phishing exercises we use to gauge teammates’ vulnerabilities to social engineering attacks. Of course, we provide additional training for any associates who may fail the exercise. Email is a common vector for malware and social engineering attacks, so we have implemented safeguards to secure our associates email experience. Our associates are empowered to report suspicious behavior and potential security threats to our Information Security team. Information Security Policies: TSD Global has developed policies and guidelines to define security controls for all our assets, resources and data to protect confidentiality, integrity and availability for our partners. TSD Global protocols align with the ISO 27001 Information Security Management System standards, as well as ITILv3 IT Service Management best practices. We review policies regularly, usually annually, to ensure we are up to date with industry standards and regulations. Background Checks: As people are the cornerstone of our security, we conduct thorough background checks via industry leading vendors to vet candidates for trusted positions that handle customer support programs and sensitive information. The background checks include indicators of trustworthiness for associates in key positions. Physical Security: We use a layered security approach for our contact centers, creating barriers to unauthorized access. Security measures such as full CCTV coverage, security guard coverage for every shift, and access control with ID badges, ensure associates work in a safe environment, providing for a high level of service. Visitor access is tightly managed, with access granted only with an escort by an authorized employee. We monitor the movement of computers and other IT equipment, and restrict access of mobile devices on the production floors. Vital infrastructure, such as server rooms, has a high level of access control and is equipped with backup power to ensure business continuity. Audit and Assessment: We routinely test systems for compliance with all standard configurations. We engage in annual audits by a Qualified Security Assessor (QSA) to validate compliance with Payment Card Industry Data Security Standards (PCI DSS). The QSA review includes both internal and external penetration testing. These critical tests may be conducted more often as needed. TSD Global also engages an independent auditor to perform an annual audit following American Institute of Certified Public Accountants (AICPA) Trust Services Principles. The auditor then issues a SOC 2 Report on Controls at a Service Organization Relevant to Security, Availability, Confidentiality and Privacy. Our risk-based methodology for information security program management and measurement utilizes the National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF). The NIST CSF standard creates a common language for internal and external communication of cyber-security issues using the process model of identify, protect, detect, respond and recover. We use regular periodic assessments to manage maturity growth and to support continued investments in security. We partner with best-in-class security-consulting firms to assess our security eco-system and infrastructure controls to continuously re-examine our security posture. Incident Response: In the event of a security incident, TSD Global will implement our robust incident management process. This process will be deployed for any security event that could potentially affect the confidentiality, integrity or availability of systems or data. In our incident security classification, we reserve the highest level for incidents that could directly affect our partners and their ability to conduct business. The TSD Global Incident Response Plan includes seven stages of response: preparation, identification, containment, eradication, recovery/closure, breach notification and after incident review follow-up. Our procedure, in the unlikely event that partner data is breached, is to notify any affected partners within the time period specified in the SLA. Our team conducts incident response plan testing using a unfamiliar scenarios to ensure a time-sensitive and proportionate resolution of any security incident. Network Security: Our network security utilizes a layered approach to prevent unauthorized access. Change management and configuration reviews ensure that our network remains operational and secure to exceed our partners' expectations for availability. Data Protection: Technical controls provide a tough layer of defense to protect partner data. All endpoints (servers, workstations and laptops) use centrally managed Antivirus with a management console server that ensures enterprise protection and full compliance reporting. Full-disk encryption protects all workstations and laptops to mitigate the loss or theft of a system. Any sensitive data transmitted over any network, whether internal or external, is encrypted. Host Data Loss prevention (DLP) on all workstations and laptops protects against unauthorized transfer of data by identifying sensitive content and applying blocking/alerting protocols. Google Mobile Device Management (MDM) is used on all mobile devices with access to TSD Global's Google Apps. Additional measures include minimum passcode length, device idle lock and remote wipe of data for lost or stolen devices. Configuration Standards: Secure system build standards across all endpoints and network devices enforce a consistent security baseline throughout the organization. This includes the management of default configurations, encryption of administrative access and robust systems hardening to reduce attack surface to only secure services. All assets are managed through a centralized change control process and a configuration management database in accordance with ITILv3 IT Service Management standards. Access Control Measures: All users are managed through centralized access controls. Users have unique IDs, and access rights are defined by job functions and based upon the principle of least privilege. Active Directory Domain Service enforces password complexity, expiration and account lockout controls. Two-factor authentication (2FA) is required for all remote access to our network, and 2FA is required for the use of privileged accounts to ensure secure access to corporate networks and critical system administration consoles. Log Monitoring and Management: Security monitoring focuses on data moving on the internal network, associates' actions on our systems and awareness of external vulnerabilities. The Security Information & Event Management (SIEM) system stores security and audit logs from all mission-critical systems for analysis and reporting in a central location. The automated audit trails allow us to reconstruct user activity to identify and stop malicious actions. The system file integrity monitoring (FIM) on all critical servers in the production environment is also tracked via the SIEM. Vulnerability Management: We regularly conduct internal and external vulnerability reviews for all systems. Our IT Security team is tasked with tracking and following up on vulnerabilities, which may require remediation. When a vulnerability has been identified, it is logged, prioritized according to severity and assigned to an owner. These issues are tracked until remediation can be verified. We use a centralized patch management system to push operating system and application patches to all endpoints and network gear on a scheduled basis or as immediately in the case of critical security patches.
Check Out Our Restaurant Division Slide Deck Here!

Check Out Our Restaurant Division Slide Deck Here!

on April 2, 2018 3:29 PM
TSD Global Restaurant Division Deck
How Restaurant Call Centers Are Increasing Sales And Improving Guest Experiences

How Restaurant Call Centers Are Increasing Sales And Improving Guest Experiences

on March 29, 2018 4:08 PM
How Restaurant Call Centers Are Increasing Sales And Improving Guest Experiences Restaurant call centers have been a growing trend recently. With rising labor and food costs restaurant profit margins are being squeezed. TSD Global, a Fortune 500 focused award winning restaurant call center outsourcing company has been a pioneer in the space. TSD Global has been known as a sales powerhouse in the industry, streamlining customer service and sales for brands like AT&T, Century Link, SiriusXM, and Citibank. Our clients have called TSD Global their secret weapon for growth because we have booked and retained  millions of customers for their brands. A couple years ago, TSD Global was looking for new verticals to expand, and add massive value for clients. We determined we could add tremendous value to the restaurant industry by streamlining catering and call-in orders, as well as schedule reservations for major restaurant chains. Now TSD Global’s restaurant division works with some of the largest fast causal and quick service restaurant chains in the country including one of the top 5 largest fast casual chains in the world. The reason restaurant chains are seeing massive benefits from partnering with restaurant call centers is the up-sell opportunities the call center teams create.  Many restaurant chains hire 16 or 17 year old kids who are not financially incentivized to up-sell and never try to help a customer perfect their order. At TSD Global our restaurant call center teams get bonuses from up-selling and are constantly a/b testing scripts to see what script increases their clients average order size. The customer also appreciates the knowledge of our virtual servers in helping select the perfect meal. For example TSD Global has worked with one of the fastest growing sub chains in the US and within 30 days of working with them our up-sell  rate was  30% on orders taken. The up-sell alone virtually paid for the cost of TSD Global’s services. Another major benefit restaurants have seen is the improvement in customer satisfaction scores through TSD Global’s restaurant teams. TSD Global’s call center teams wear noise canceling headsets that block out background noise and allow for a quiet and pleasant phone ordering experience. In house restaurant employees have also been raving about partnering with TSD Global because it makes their job much easier. Your in house employees don’t have to worry about answering the phone ever. Your employees can just focus on providing an exceptional customer experience to the guests inside your restaurant. Our services build amazing brand experiences and are creating positive Tweets and Yelp reviews online. There are only a few  restaurant call centers in the business and most of them use what is called “at home” agents. At first people thought this was great because it would allow even greater cost savings. But the problem has been that it is very challenging training reps and can result in distractions such as a dog barking or a child crying in the background. All of TSD Global’s call center teams are in our state of the art contact centers and report to a team of supervisors who are constantly training our restaurant call center teams. Our quality assurance teams also score every call on a 5 star rating system. If a rep scores below a four star rating than they are pulled off the floor and report for more training. When TSD Global partners with a new restaurant client we typically send our Head of Training to work in one of our new client restaurant for 7 to 14 days to learn the ins and outs of what its actually like to work inside the restaurant. After detailing this experience,  our Head of Training starts building training materials to recreate a similar culture  and style inside of one of our contact centers. Our restaurant teams go through daily training and are constantly role playing different ordering scenarios to be prepared for anything. TSD Global’s restaurant division offers a 30 day pilot test to prove out our model. Typically we recommend our pilot test only to be at 5 to 20 locations. From there we can scale up very quickly and add  an additional 50 to 100 locations at a time, then from there we can do a full scale rollout to all of your locations. Security is a major priority for TSD Global and we are fully committed to maintaining above industry standard security certifications by investing in our people, process, and technology. We accomplish this by exceeding the standards set by governing authorities like the PCI Security Standards Council (PCI SSC). TSD Global has achieved PCI DSS Level 1 certification from a Qualified Security Assessor (QSA) and has achieved the SOC 2 Type 1 audit certification for our call center sites. Both of these certifications require stringent annual audits by a certified third party, and include onsite visits, along with internal and external penetration tests. TSD Global’s IT team can build out custom integrations into our clients POS systems and always work  to find the best solution to  integrate with our clients. TSD Global is very flexible and can even utilize your own  online ordering platform if you would like. POS systems we’ve worked with are Clover, NCR Silver, Toast and many others. TSD Global has thousands of call center agents both in the US and at our award winning contact center in the Philippines. Based on our clients' needs we can build an onshore or an offshore restaurant team. We also have several pricing models,  such as pricing per minute, hour, flat fee per order, or a percentage of the ticket. TSD Global works with our clients to ensure they see a significant ROI and base the pricing model around ultimate ROI for clients. Please contact CMO Nick Tubis- Nick.Tubis@tsdglobal.com or 858-342-4069    
The 5 Steps to Effective Customer Service Training

The 5 Steps to Effective Customer Service Training

on March 20, 2018 2:27 PM
The 5 Steps to Effective Customer Service Training For many of your customers, the customer service center is their primary touch point with your company. It's vital that your customer service outsourcing partner has an effective training program that supports your company's brand promises across all channels. The basis for an effective customer-service training program is a successful transfer of knowledge. Each customer service agent must have a solid foundation of information and brand personality that drives their daily engagements with customers. Each new hire must receive the right information, and ongoing employees should receive refresher training on a regular basis. The right training can help create a passion for your brand and deliver meaningful customer engagement that builds loyalty. In fact, recent research shows that customers care more about high-quality customer service than any brand attributes. Over the past 30 years, TSD Global has developed a deep understanding of training for customer service outsourcing relationships that deliver results. While it's hard to share all of our experience, here's a look at five steps we know to be critical in developing successful, sustainable training programs. 1. Create Objectives and Outcomes: Develop and share the objectives and outcomes that will define success for the program. Start with what you want people to know and the behaviors they should demonstrate. Engage subject matter experts in determining appropriate outcomes. Work with internal stakeholders to define metrics and expectations for your customer experience team. 2. Develop Targeted Content: Invest in creating your own content strategy with training manuals, service bulletins, a knowledge base and other resources in digital or physical forms, or both. This strategy is the key to launching a sustainable, repeatable process that transmits and reinforces critical institutional knowledge that supports your customer service outsourcing partners. Ensure that agents have easy access to the documents so they can meet customer needs. To ensure quality, invest in professional training manual development. 3. Use Creative Content Delivery: Effective training shouldn't be boring. Use varied techniques that take into account different learning styles and are relevant to the content. Agents will be more attentive if they are fully engaged. Use visual and auditory learning techniques such as gamification, side-jacking and role-playing exercises. 4. Track Training Effectiveness: Conduct formal and informal evaluations throughout the training cycle. The feedback can help develop plans for future sessions and identify leaders and those who may need additional help. Shortly after they start working on the account, interview trainees about how the training prepared them for the task. 5. Continuous Training: Regularly assess and coach the customer service agents to help them develop and identify content for additional and refresher training. Develop constant monitoring and feedback loops as part of the quality assurance process to aid in training development. TSD Global’s innovative training program is one of the best in the customer service outsourcing space because it is based on a full range of training strategies. The program uses role-playing, tests, product knowledge training, vocal training, as a several week nesting period of training with our top agents. The varied teaching approaches ensure trainees are fully engaged and attentive and lead to a high level of retention. Our infrastructure of more than 1,800 agents worldwide reflects the excellent performance that our training program produces. TSD Global can streamline your call center outsourcing functions in a cost-effective and efficient way. To ensure your customer service outsourcing partner will support your brand promises and build customer loyalty, talk to TSD Global today.
How To Drive Your Net Promoter Score With These 5 Steps

How To Drive Your Net Promoter Score With These 5 Steps

on March 20, 2018 1:53 PM
How To Drive Your Net Promoter Score With These 5 Steps The Net Promoter Score is a measure of customer loyalty based on the answer to a single question: “How likely are you to recommend this business to a friend or colleague?” The result is an index from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. Scores from 0 to 6 are called "Detractors," who are much less likely to purchase again and could harm the company's reputation through complaints. Answers in the 7-8 range are called "Passives," who could easily switch due to lower prices or other transactional factors. The highest scores of 9-10 are "Promoters." They are more likely to be repeat buyers and enthusiastically recommend your products or services. To calculate the NPS the percentage of customers who answer 6 or lower (Detractors) is subtracted from the percentage that responds with a 9 to 10 (Promoters). NPS can range from -100 to +100. A negative score means everyone is a Detractor of the service, while a positive score indicates everyone is a Promoter. An NPS higher than 0 is considered good; higher than 50 is considered excellent. Since it was launched in 2003 by Bain & Company, many successful companies have come to rely on NPS as an indicator of business health. Companies use the NPS as a target to motivate employees to provide the best customer service possible. The goal is to convert customers who rated the company low on the scale into promoters who will promote the company organically, leading to increased revenues. In the age of instant reviews and social media outrage, companies have come to value customer service as a competitive differentiator. The NPS provides a foundation for building deeper customer relationships through a transformational service experience. We're seeing more companies turning to contact center outsourcing to improve their NPS. At TDS Global, our training, performance management and policies are designed to move more of your customers into the Promoter category. Empathy: We train call center agents to use active listening techniques, allow customers to speak and be heard. Understanding their real needs and solving their issue is more highly valued than merely following the script. Customers want to engage with real people. Assessment: As part of the active listening approach, find out what is most important to the customer and make every effort to complete a solution with a single call. We train agents to use their judgment, within brand guidelines, to gain the customer's confidence and satisfaction. Resolution: The ideal solution involves low effort from the customer. People usually just want to have their problem solved. Build in policies for escalation and offers available to make the customer happy in stressful situations. Follow Through: Make sure the customer is satisfied before the call ends by summarizing actions taken and what, if any, next steps there will be. Exceed expectations evenly slightly and customers will be satisfied. Delight: Interaction with the agent should transform the customer's experience from one of frustration or disappointment to a feeling of delight. Agents should have the latitude to deliver the "Wow" factor that leads people to share their experiences with friends and family. To improve your NPS, work with a call center outsourcing provider that understands what it takes to delight your customers. TSD Global can streamline your customer service functions in a cost-effective and efficient way that turns customers into your biggest marketing asset.
How Call Center Outsourcing Management Should Be Structured

How Call Center Outsourcing Management Should Be Structured

on March 19, 2018 5:49 PM
The success or failure of a call center depends on the management team. They are responsible for training and creating the environment that makes call center outsourcing an effective resource for companies that see service as a key brand differentiator. TSD Global has 30 years of experience in developing managers for call center outsourcing clients. We'll share some of our knowledge gained over the years in identifying and nurturing top performers to become leaders. The place to look for successful candidates for a management team is within the pool of existing call center agents. Have a process in place to identify and develop future manager candidates so they are ready when you need them. Let candidates know they are being evaluated and identified for possible promotion. Here are five steps to developing managers for call center outsourcing providers. 5 Steps to Call Center Outsourcing Management Success Selection: Develop criteria to identify potential candidates for management development. Often, leaders will surface during the interview process and in the early days of training. Stars often shine early. Factors to rank candidates: Training performance Interpersonal interactions Coachability Professionalism Questions and Observations Communication and motivation skills Observation: Trainers and current managers should observe candidates abilities in various situations that reveal their commitment and motivation. Put them in situations that require critical thinking and strategic perspective to beyond the basics of the job. Self-directed thinking regarding process improvements and personal performance Ability to adapt to unfamiliar situations Their attitude toward customer service - empathy is key Their personal brand - is it consistent, capable and confident?   Shadowing: Have the candidates shadow their manager during their full daily routine. Let them see first hand the details and realities that go into leading a team of people and building a culture focused on excellence. Observe positive interactions with call center staff and client contacts. Become familiar with the metrics and analysis used to manage operations and agent performance Develop candidate presentation skills through presenting learnings from the day and their analysis of the metrics relating to service level performance. Review the candidates' experiences and observations from the daily activities. Develop Skills: Put in place programs and processes to develop management candidates, building on their strengths to encourage top performers. TSD Global’s training program is a recognized leader in the sales and customer service outsourcing space because it is focused on developing high-performance individuals who are equipped to succeed. Our training regimen involves role-playing, tests, product knowledge training and vocal training, as well as a shadowing period with current top agents. Invest in Growth: Create both formal and informal opportunities and situations for candidates to develop their strengths. For example, give candidates with strong teaching skills the opportunity to assist with training early in their tenure. Strong trainers are a vital component of an effective customer service outsourcing program. Create a culture of learning, which includes room for failures and mistakes from outside-the-box thinking. View mistakes as teachable moments rather than reasons for punitive action. Have the hard conversations regarding performance. Candidates will appreciate and benefit from candid, honest evaluations of their effectiveness, and concrete guidance for improvement. The customer service agents are the face of your brand to your customers, so they should be guided and directed toward excellence. Partner with a customer service outsourcing provider that has a comprehensive management training philosophy that aligns with your organization's culture.
How You Can Build Your Business With A BPO Partner

How You Can Build Your Business With A BPO Partner

on March 16, 2018 4:23 PM
  [caption id="attachment_3178" align="alignnone" width="1000"] How business process outsourcing can help your business save money on labor costs and improve your customer experience.[/caption] Why You Should Consider Partnering With A BPO Adding A BPO partner to your business can help your company save money on labor costs, increase your revenue, and allow you to focus on your core competencies. Business process outsourcing (BPO) has transformed from a cost-cutting tactic to a strategy that supports business goals and objectives. Leading organizations look to their BPO partners to drive transformational change and improve business results. In the Deloitte 2016 Global Outsourcing Survey, more than 57% of participants used a BPO to allow them to focus on the organization's core business. Of course, labor cost reduction is still a factor, but other primary drivers to pivot to BPO include enabling core business functions and solving capacity issues. Since it was founded in 1989, TSD Global has helped companies transition from costly in-house processes that don't meet expectations to exceeding performance goals with a BPO relationship. From our viewpoint, key client benefits are accuracy, productivity and flexibility. We measure customer service agents on their compliance with scripts, adherence to processes and productivity relative to service level goals. Flexibility is key as it is much more cost-effective for the BPO provider to scale up to adjust staff sizes to match workload surges or to manage new programs. Making similar adjustments with an in-house staff is not cost effective. With the flexibility of a BPO partner, the client gets the work done in an accurate, timely and cost-effective manner. How TSD Global Can Help You TSD Global streamlines streamline your customer outreach functions in a cost-effective and efficient way. Let's look at a few examples. In one case, a leading U.S. bank tapped TSD Global as its BPO provider to run a major credit card acquisition program. The internal team was not specialized in sales and customer service. The bank needed a partner that could supply this skills set but also ensure strict compliance with scripts and accurately track key metrics. TSD developed an inbound/outbound program for an array of customer service functions, using effective up-sell and cross-sell strategies as well as effective retention strategies. The program delivered 97% call compliance, 97% script adherence, and increased conversion rates by 21%. For a leading global online retailer, TSD Global built a turnkey BPO solution that dramatically increased efficiency and customer satisfaction. The TSD team took over the customer support function for the company within 30 days and managed over 10,000 interactions per month. Response time dropped from a matter of days to less than three hours. The new BPO solution provides 24x7 omni channel support. Key success metrics include increasing average customer order size by 12%, reducing abandoned calls by 38%, increasing CSAT scores by 31%, and boosting upsell sales by 22%. With the business process outsourcing success, the client has been able to focus on scaling the business backed by a solid foundation of customer service. Our restaurant division, which handles telephone and online orders and reservations, consistently increases average phone order ticket size by 15% while reducing costs up to 40%. These results reflect TSD’s investment in people, technology, quality assurance, and data analysis. Our performance management and agent coaching practices are utilized to exceed client expectations without fail.