Telemarketers, Wrong Numbers, and Hang Ups

 

I am thrilled to announce, that Novus Call Centers doesn’t charge for telemarketers, wrong numbers, and hang up calls!   Now only your business calls are counted towards your call volume.

All logs will still be available though our client dashboard, www.accessnovus.com – but you can review them at your leisure, and the messages we sent will be more business content and less waste.

email info@novuscall.com for more details.

A Day of Thanksgiving

Gratitude

I love Fridays at the office.  Everything is a bit more laid back and its one of the slower days.  Especially as we approach the holiday next week, many people have started traveling.  Today, our conversation turned towards Thanksgiving and what plans we have for the next week.  How many of us will be traveling, who is cooking and who is not, or if we have a big family activity planned.  Everyone has something different planned, from a small intimate dinner with a spouse to large family parties, even to traveling to Korea!  The only constant was the underlying reason for the holiday -gratitude for much in our lives.

We wanted to share with all of you what we were thinking.  Not everything is serious because sometimes gratitude for the silly is needed.

We hope all of you enjoy this upcoming Holiday Season

Novus Call Centers

Insightful Listening

To listen: giving one’s attention to a sound.

I used to think this definition of listening was adequate, that it only consisted of making an effort to hear what someone is saying.   Novus Call Centers has given me the opportunity to listen to all kinds of people tell me all kinds of things (both good and bad . . . and sometimes more than what I’d ever like to know about a complete stranger!!)   I have realized that listening is so much more than simply hearing what someone is telling you. Listening involves dialing up those eardrums and really tuning into not only the words being spoken, but the emotions, fears, and anxieties of the person on the other end. ‘m going to deem this what I’d like to call insightful listening. Receptionists must not only learn how to route calls correctly and take detailed messages, but they must learn how to read people and make customers feel content. This is done by being an insightful listener.
Insightful listeners know when a caller is distressed. They can tell by the tone of their voice, the urgency of their words, and their demanding nature. It is our job as receptionists to deescalate the situation and calm those fears by responding appropriately and reading their emotions. By being attentive and confident, I can calm the fears of the caller and allow them to feel safe and taken care of. Callers need to hear more than an automated reply or script of words spoken without meaning. They need to hear assurance and confidence in your voice. They need to feel that you care about them and their problem, which really isn’t hard to do since these are real people with real concerns. Caring comes naturally. It is demonstrating that caring appropriately that contributes to insightful listening.
Each caller that calls in is unique, and not only has a different personality than the last, but a different problem and concern. It is through learning how to accurately read callers and the situation that we are able to accommodate callers and perfect our insightful listening skills. When callers feel cared about, their positive associations with the company they are calling grow and their loyalty to the company increases. This is something we understand at Novus.

By:    Sasha

Halloween Party!

What a fantastic time!  The office filled with the aroma of fresh hot pancakes and the laughter of friends.  Novus Call Centers held our first Annual Halloween Breakfast.  All of our employees dressed up -  or dressed down, since costumes were optional.  We are looking forward to next yr!

Time = Money

But what is the value of your time?  How do you determine what your time is worth?  That is a difficult question for every business owner; one that is often over looked.  In our industry, we speak to business owners every day, many of whom disregard their time as an asset to their business.  This is a mistake that can cost your company thousands of dollars.   So how do you avoid it?

We recommend that you begin by evaluating your strengths.  What motivated you to start your business?  What is it about your business that you excel at? Where should your focus be, in order to grow your business?  Step back and review your list.   We would bet that answering the phone didn’t even come close to being included.   So now ask yourself, if its not the most important part of your job, why do you spend so much of your time doing it?

The Live Receptionist and Front Office Support services provided by Novus Call Centers provide the opportunity to focus on the most important items on your list.  We are available to answer your calls, provide the same level of customer service that you would, and free up your time – so you can focus on what you want to – your business.

Hearing a smile?

        Yes, you can really hear a smile.

Smiling affects how we speak, to the point that callers can actually identify the type of smile based on sound of our voice alone.  People are listening to the cue’s that we are sending out, and unconsciously use those cues to interpret what the other person is saying.

The receptionists at Novus Call Centers understand that our attitudes are influenced by many things such as how we are dressed, our drive to work, or even what we ate for breakfast.   We encourage receptionists to take the time to look good, so that they feel good as well. They know that they will portray  emotions through speech and those emotions will affect the caller and their attitudes.

Smiles are emotionally contagious—they can go “viral” just by how we treat a caller.  They are just like a yawn.  But did you know, your just the physical at of smiling can also affect your emotions?  When you activate muscle groups they link to specific emotions and the body will react as though they are really experiencing that emotion.  So if you wrinkle your nose and narrow your eyes you’ll start to feel the beginnings of anger. If you smile will start feeling better!

A Live Receptionist, needs to be warm and inviting on the phone with clients.  Smiling will not only make us feel better, but it will increase the control we have on the call, will put the caller at ease, and increases customers service.

Our receptionists keep a mirror at every work station, and always remember to smile.

Our callers can hear it.

Interesting What a Remote “Live Receptionist” Can Mean to Your Bottom Line

Over the years, I have always thought an office receptionist just had to be planted in the office right there visible to everyone.  Not so anymore.  More and more businesses are finding they do just fine with a “remotely located” receptionist–at less cost and the business doesn’t miss a beat, and often it is better than what was before.

NOVUS  Call Centers has made it its business to supply those businesses that would benefit from such a move to a remote receptionist a means to do it safely and securely.  For many businesses it is a necessity to reduce expenses without creating more problems than cost-cutting might create.  In the current economy it could mean the difference between losing more ground or gaining it, or simply holding one’s own.

What Does “Greening” NOVUS Mean?

Remember the days when you had to show up to work to punch the time clock, sign in, or be present to be counted there by your supervisor?

Well, being “there” may very well be a thing of the past for many people.

The days of showing up to work in a facility–brick and mortar–is somewhat going the way of the full-size spare tire in your trunk.  It just is not as needed as it once was.

People may still show up for work, but not necessarily in person, nor at some place-of-work.  They may show up in their den, or bedroom, or at their kitchen table.  And never mind the dress code for work, it just isn’t there!

Keeping Your Business Alive in this Economy: Making good business decisions

Well, friends, this isn’t the recession the news pundits are trying to make you believe that will go away in a year or two.  This, to be quite blunt about it, is getting closer and closer to a depression each day.

And it isn’t just in America that we feel the bad economy, it’s a bad economy affecting the entire world.

However, if you want to believe in fairy tales, believe everything you get on the nightly news, and keep hoping and praying what they are telling you is right…

The internet tells us a story that is different from what the mainstream media and nightly news pundits are telling us.  Getting the other side of the story is absolutely important in order to sort out truth from fiction in respect to what the future might hold.  To neglect the internet as a resource is a mistake.